Contact Center Agent I

San Jacinto College System • Houston, TX

393d

About The Position

The Contact Center Agent I position at North Campus is responsible for providing essential support to prospective and current students by responding to inquiries via telephone and email. This role involves handling various processes related to admissions, financial aid, and student account management, ensuring accurate information is communicated and assisting students in navigating college services.

Requirements

• High school diploma or equivalent required.
• Minimum one (1) year of administrative/customer service experience required.
• Proven track record of effectively interacting with a diverse group of people.
• Ability to comprehend complex information and explain it clearly to students.
• Knowledge of community college operations and enrollment processes.
• Strong interpersonal and outstanding customer service skills.
• Ability to manage multiple projects within deadlines.
• Effective communication skills including active listening and telephone etiquette.

Nice To Haves

• Degree or certificate from an accredited institution preferred.
• Experience in Higher Education preferred.
• Knowledge of Banner software and campus departments.

Responsibilities

• Respond to inquiries via telephone and email regarding admissions application process, transcript handling, college testing, new student orientation, and student account status.
• Provide information on financial aid application processes, including FAFSA and federal aid regulations.
• Verify documents and explain payment plan options and refunds to students.
• Communicate academic date information such as registration and application deadlines.
• Utilize the College ERP system to research and transmit confidential student information to verified callers.
• Reset passwords using the College account security application upon verified requests.
• Transfer calls and forward emails to internal departments as needed.
• Identify and escalate priority issues or tier II calls to appropriate personnel for resolution.
• Complete call logs and reports to capture resolution notes and information for further action.
• Review call center metrics to compare individual performance with team benchmarks.

What This Job Offers

• Job Type: Full-time
• Industry: Educational Services
• Education Level: High school or GED