Call Center Specialist

Collin College•McKinney, TX

1d•Onsite

About The Position

Provide one-on-one customer service to current and prospective students by answering the telephones, live chat email accounts, assisting with applying to the college and federal and state financial aid, and processing a variety of documents for student records.

Requirements

Knowledge of Collin policies and procedures
Knowledge of admissions, registration and financial processes
Knowledge of College’s Student Information System (SIS)
Knowledge of the Family Educational Rights and Privacy Act (FERPA)
Knowledge of all associated websites where applications and/or required processes (e.g. ApplyTexas, FAFSA, as well as Collin admissions, financial aid, registration, payment and other student websites.)
Knowledge of available resources
Organization skills
Excellent computer skills
Customer service skills
Verbal and written communication skills
Critical thinking skills
Ability to pay attention to details
Ability to use Cisco Agent phone system and software
Ability to work in a fast-paced and often stressful environment
Ability to make appropriate and timely referrals
Ability to analyze and troubleshoot issues
Ability to provide accurate information to customers
Associate degree from an accredited institution and two (2) years of related experience.

Nice To Haves

Experience with student information system software and Cisco Agent Desktop application.

Responsibilities

Respond to inbound /outbound telephone calls via multi line phone system platform (Cisco Agent Desktop application or similar) regarding any student inquiry. Specialized focus can include admissions applications and onboarding processes, financial aid, veteran’s benefits and exemptions, registration and payment.
Follow up with students on questions that require additional research after triaging issue(s) and their account using relevant division resources and expertise.
Respond to students’ questions and issues both telephonically and via email with accurate and timely response.
Respond to customer inquiries over the telephone and via email, in a friendly and professional manner.
Forward or escalate as appropriate, questions and/or issues that cannot be answered/handled at this level.
Document all call information according to standard operating procedures.
Utilize student information system to review students’ account and inform students of potential resolutions, next steps or options.
Maintain confidentiality of student records (in compliance with the Family Educational Rights and Privacy Act).
Provide personalized customer service at the highest level.
Understands and satisfies customer needs.
Capitalizes on opportunities to improve customer experience.
Perform other duties as assigned.
Perform all duties to maintain all standards in accordance with college policies, procedures, and Core Values.