Contact Center Representative - Customer Service

Bryant & Stratton College Careers•Orchard Park, NY

4d•$39,000 - $39,000•Hybrid

About The Position

The Contact Center Representative supports college-wide enrollment efforts by providing high-volume, recruitment-related call support to prospective students. This role is suited to someone who enjoys a fast-paced team environment and can establish relationships over the phone. The position is performed onsite in Orchard Park, New York, with opportunities for a hybrid schedule based on tenure and performance. The representative contacts prospective students and connects them to a Bryant & Stratton College admissions office through warm phone transfers. The role involves meeting session or semester phone and conversion goals, delivering prepared scripts to encourage students to continue through the enrollment process, and accurately recording lead and marketing data across multiple systems. Representatives also manage their time effectively to provide prospective students and inbound callers with a high-quality experience. Duties and assignments may change at any time, with or without notice. The schedule is Monday through Friday, with some evening and Saturday work possible; secondary holidays may be scheduled workdays. The position reports to the Contact Center Leader and pays $39,000 per year ($18.75 per hour). It is eligible for overtime. The college describes its total compensation package as including competitive salaries, medical, dental, and vision insurance, generous paid time off, a 401(k), and company-paid college tuition for associates and their families.

Requirements

High school diploma or equivalent.
Previous customer service or sales experience.
Internet savvy, with knowledge of Microsoft Office products, including Outlook.
Strong phone etiquette, problem-solving ability, and ability to build rapport.
Telephone, verbal and written communication, and listening skills.
Customer service orientation, organizational skills, and attention to detail.
Problem analysis and problem-solving skills.
Judgment, adaptability, teamwork, stress tolerance, resilience, and a goal-oriented approach.
Ability to work some evenings and Saturdays; secondary holidays may be scheduled workdays.

Responsibilities

Call, contact, and connect prospective students to a college admissions office through warm phone transfers.
Meet or exceed established phone and conversion goals for each session or semester, including close percentage goals.
Capture and record lead and marketing data accurately and promptly across multiple systems.
Deliver prepared scripts to prospective students, using persuasion and relationship-building skills to encourage persistence through enrollment.
Manage time effectively to provide students and inbound callers with a high-quality experience.
Perform other duties, responsibilities, or activities as assigned.