Responsibilities

The Specialist, Call Center provides exemplary service to all current and prospective students in a fast-paced, high-volume call center setting. Serves as the first and primary point of contact for all in-bound and out-bound communication interactions, answers phone calls, responds to inquiries and concerns, and cultivates a student’s sense of belonging with the college. Educates, informs, assists, and responds to student questions pertaining to the college, provides referral resources to specific departments, and pro-actively connects students to information and resources to ensure their academic progression.

ESSENTIAL FUNCTIONS:
1. Serves as the first point of contact to current and prospective students on a wide range of services on all programs and courses offered by the college.
2. Answers inbound calls and manages out-bound communication efforts to ensure a seamless student experience from inquiry through graduation.
3. Educates current and prospective students regarding appropriate services throughout the enrollment process, including admissions, placement testing, applying for financial aid, advising, and registration.
4. Supports students in completing steps to enroll and refers students to academic departments and support services including tutoring, counseling, services for students with disabilities, veteran’s affairs, and career development.
5. Collaborates across all divisions of the college to ensure the accuracy and timeliness of student information.
6. Collaborates on pro-active communication campaigns that provide students with strategic information and methodologies that foster their sense of belonging to the college.
7. Assists with resolution of student challenges in a holistic, positive manner and ensures students are aware of the needed information and resources that support their success.
8. Coordinates communication through multiple technology modalities, such as EAB Navigate, Canvas, and PeopleSoft to support student achievement, retention, and completion of their academic goals.
9. Performs other duties as may be required or assigned.

REQUIRED QUALIFICATIONS:
1. Graduation from an accredited high school or possession of an acceptable equivalency diploma.
2. One year of volunteer or professional experience in an office environment, customer service, call center, or working with students, which could include work study, or student employee.

DESIRED QUALIFICATIONS:
1. Work experience in a community college or university setting.
2. Experience in a call center.

KNOWLEDGE, SKILLS & ABILITIES:
1. Strong service excellence skills and the ability to provide excellent customer service.
2. Ability to use technology components, such as EAB Navigate, Canvas, and PeopleSoft to support student success.
3. Ability to work in a flexible and fast-paced environment, exercising good judgment and discretion.
4. Excellent Microsoft Office 365 skills (Outlook, Word, Excel) and the ability to become proficient in videoconferencing applications, including Teams/Zoom.
5. Strong problem-solving and critical thinking skills.
6. Excellent verbal, written, and interpersonal communication skills.
7. Committed to working in a multicultural environment.
8. Ability to exhibit a professional, courteous demeanor.

WORK ENVIRONMENT and SPECIAL CONSIDERATIONS:
1. Works inside an office environment.
2. Flexible hours/days.

This description in no way states or implies that these are the only duties to be performed by the employee occupying this position. The employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.

This position is eligible for Veteran’s Preference.

Read More About Responsibilities Pay Benefits and Work Schedule

This is a pool position. Applications remain active for one academic year and are reviewed on an ongoing basis as hiring needs arise. Candidates selected for an interview will be contacted.

Are you ready to grow your career in a diverse learning environment and make an impact in changing the lives of our students? Seminole State College of Florida has a great opportunity to join our growing team of diverse faculty and staff!

We offer competitive pay with a beginning salary of $30,116 commensurate with education and experience exceed the required qualifications, plus an attractive total rewards package including:

• Flexible work options with a 37.5 hour work week and generous paid time off (holidays, annual and sick leave, and College Breaks)

Responsibilities

The Specialist, Call Center provides exemplary service to all current and prospective students in a fast-paced, high-volume call center setting. Serves as the first and primary point of contact for all in-bound and out-bound communication interactions, answers phone calls, responds to inquiries and concerns, and cultivates a student’s sense of belonging with the college. Educates, informs, assists, and responds to student questions pertaining to the college, provides referral resources to specific departments, and pro-actively connects students to information and resources to ensure their academic progression.

ESSENTIAL FUNCTIONS:
1. Serves as the first point of contact to current and prospective students on a wide range of services on all programs and courses offered by the college.
2. Answers inbound calls and manages out-bound communication efforts to ensure a seamless student experience from inquiry through graduation.
3. Educates current and prospective students regarding appropriate services throughout the enrollment process, including admissions, placement testing, applying for financial aid, advising, and registration.
4. Supports students in completing steps to enroll and refers students to academic departments and support services including tutoring, counseling, services for students with disabilities, veteran’s affairs, and career development.
5. Collaborates across all divisions of the college to ensure the accuracy and timeliness of student information.
6. Collaborates on pro-active communication campaigns that provide students with strategic information and methodologies that foster their sense of belonging to the college.
7. Assists with resolution of student challenges in a holistic, positive manner and ensures students are aware of the needed information and resources that support their success.
8. Coordinates communication through multiple technology modalities, such as EAB Navigate, Canvas, and PeopleSoft to support student achievement, retention, and completion of their academic goals.
9. Performs other duties as may be required or assigned.

REQUIRED QUALIFICATIONS:
1. Graduation from an accredited high school or possession of an acceptable equivalency diploma.
2. One year of volunteer or professional experience in an office environment, customer service, call center, or working with students, which could include work study, or student employee.

DESIRED QUALIFICATIONS:
1. Work experience in a community college or university setting.
2. Experience in a call center.

KNOWLEDGE, SKILLS & ABILITIES:
1. Strong service excellence skills and the ability to provide excellent customer service.
2. Ability to use technology components, such as EAB Navigate, Canvas, and PeopleSoft to support student success.
3. Ability to work in a flexible and fast-paced environment, exercising good judgment and discretion.
4. Excellent Microsoft Office 365 skills (Outlook, Word, Excel) and the ability to become proficient in videoconferencing applications, including Teams/Zoom.
5. Strong problem-solving and critical thinking skills.
6. Excellent verbal, written, and interpersonal communication skills.
7. Committed to working in a multicultural environment.
8. Ability to exhibit a professional, courteous demeanor.

WORK ENVIRONMENT and SPECIAL CONSIDERATIONS:
1. Works inside an office environment.
2. Flexible hours/days.

This description in no way states or implies that these are the only duties to be performed by the employee occupying this position. The employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.

This position is eligible for Veteran’s Preference.

Read More About Responsibilities Pay Benefits and Work Schedule

This is a pool position. Applications remain active for one academic year and are reviewed on an ongoing basis as hiring needs arise. Candidates selected for an interview will be contacted.

Are you ready to grow your career in a diverse learning environment and make an impact in changing the lives of our students? Seminole State College of Florida has a great opportunity to join our growing team of diverse faculty and staff!

We offer competitive pay with a beginning salary of $30,116 commensurate with education and experience exceed the required qualifications, plus an attractive total rewards package including:

• Flexible work options with a 37.5 hour work week and generous paid time off (holidays, annual and sick leave, and College Breaks)