Contact Center Associate

Gateway Technical College • Kenosha, WI

15h • Onsite

About The Position

This is a Second Shift Opportunity M-Th: 9:30am-6:15pm, F: 7:30am-4:15pm The Contact Center Associate provides accurate information and expert connections to customers who contact the college through virtual means including phone, email, video phone, video conferencing or IM/Chat. This position demonstrates a high level of knowledge and understanding of Student Services and Enrollment Management information and processes. Contact Center Associates utilize problem-solving skills, excellent customer service, and diplomatic, confidential and professional communication skills. This position reports to the Director of Student Services Operations.

Requirements

• Technical Diploma and two years experience in call center environment or front line customer service OR Three years of experience in call center environment or front line customer service
• Experience in data entry and payment processing
• Ability to follow set processes/procedures.
• Ability to problem solve.
• Ability to prioritize position responsibilities.
• Excellent verbal and written communication skills essential.
• Excellent organizational and interpersonal skills essential.
• Must be a team player with creativity, patience and perseverance.
• Must be able to work well under pressure.
• Must possess strong diplomacy skills and the ability to make sound judgments.
• Ability to work positively in a demanding, high volume, fast-paced, team-oriented student service environment both independently, as well as collaboratively.
• Basic understanding of and knowledge of college resources for students.

Responsibilities

• Assist customers with inquiries from initial point of contact to issue resolution or referral.
• Provide high level and accurate information regarding college processes, procedures and resources.
• Conduct transactions in accordance with the general operating procedures related primarily to Admissions, Testing, Student Records and Registration, Financial Aid, and Student Accounts.
• The ability to respond to inquiries in a timely, consistent, professional and positive manner.
• The ability to work collaboratively and collegially with staff and colleagues.
• The knowledge of, or willingness to learn and effectively utilize, Gateway's Student Information System, communication systems and technologies to perform daily tasks.
• Provide support for recruitment and retention activities/events.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree