Call Center Technician

Georgia Department of Revenue•Griffin, GA

17d•Onsite

About The Position

The Call Center Representative at Southern Crescent Technical College (SCTC) serves as the primary point of contact for prospective and current students, delivering exceptional customer service and accurate information to support enrollment and student success. Keeps abreast of first line questions/answers from major departments. Provides information by phone and/or written responses to emails, texts campaigns, and CRM’s. Providing information and directions to callers and visitors, supporting department staff and functions including data entry, processing documents, and more. This position manages a high volume of inbound and outbound communication and plays a critical role in assisting the college’s clients and enhancing the customer experience.

Requirements

High school diploma or equivalent
Minimum of one (1) year of customer service experience.
Data entry skills
Ability to manage multiple priorities in a fast-paced environment.

Nice To Haves

Experience in a call center or higher education setting
Experience answering multi-line phone systems
Knowledge of BANNER and CRM platforms
Ability to work flexible hours
Strong organization skills and attention to detail

Responsibilities

Respond to inbound calls in a professional, courteous, and student-focused manner
Provide accurate information regarding SCTC admissions requirements, financial aid, advisement/registration, and academic programs
Take customer calls and provide accurate, satisfactory answers to their queries and concerns
Provides information by text, phone, and written correspondence to interested parties regarding enrollment steps
De-escalate situations involving dissatisfied customers, offering patient assistance and support and improving customer experience
Guide callers through troubleshooting, navigating the company site or using the products or services
Routes calls appropriately and maintains a copy of the directory listing for college
Accurately documenting call details and updating customer records as directed in CRM
Manage incoming phone calls, creating plans to make sure all are addressed
Utilize SCTC systems (e.g., Banner or CRM tools) to document student interactions and maintain accurate records
Maintain up-to-date knowledge of SCTC policies, procedures, and important deadlines
Review customer accounts and provide first level updates if possible based on FERPA guidelines and Technical College System of Georgia (TCSG) policies
Meet established performance metrics, including call volume, response time, and quality standards
Support enrollment initiatives, recruitment campaigns, and student engagement efforts
Track and follow up on student inquiries to ensure timely processing
Direct complex or specialized inquiries to appropriate departments.
Work collaboratively with college staff and other departments to support student success and enrollment goals
Other duties as assigned.