Customer Service Representative - Application Processor (Part-time)
About The Position
The Customer Service Representative - Application Processor serves as a team member of the College’s contact center, processing applications for new and returning students and providing first call resolution, answering and directing caller’s questions. The Representative will review and process applications, track applicant inquiries and duplicates, and may assist new students, via phone, chat, virtual video, text or email, in getting started at MCC, determine placement testing needs and interpret scores and guide students to the on-line orientation program and overall navigation of MCC services. The Customer Service Representative will work with prospective, current and returning students that do not require an Advising session to register for classes. They will answer the Recruit Help line to assist with callers regarding applications questions. They may help these students by providing training on the various tools available to the student through MyWay and guide students to information on MCC website. They may provide basic financial aid support to include, but not limited to, information on the process to complete the Free Application for Federal Student Aid (FAFSA).
Requirements
- Associate's degree required.
- Four (4) years of full-time related work experience in a customer service environment
- Must pass a background check.
Nice To Haves
- Bachelors preferred.
- one (1) year of call center experience, preferably in higher education.
- Equivalent combination of education and/or work experience considered.
Responsibilities
- Review applications for accuracy and completion
- Navigate CRM dashboards to process applications and troubleshoot system errors.
- Follow up with prospective students via phone or onsite appointments
- Coach and assist students in how to search for and enroll in classes using Unity.
- Coach students to utilize the various tools available in Unity.
- Assist students with financial aid processes such as application and appeals.
- Determine when a student needs to meet with an Academic Advisor or Counselor.
- Work with Academic Affairs and MIS to resolve prerequisite issues students encounter during the registration process.
- Participate in Virtual Video conferencing as scheduled or assigned.
- Attend work activities or programs as scheduled or assigned
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
Associate degree
