Contact Center Representative (Reg FT)

Community College of Allegheny County (CCAC)

3d • Onsite

About The Position

Provide prompt, friendly, and accurate service to individuals who contact CCAC's contact center through phone, email, chat, text, and other communication channels regarding College programs and services. Manage inbound and outbound communications and support Chatbot customer engagement tools, including chatbots and virtual agents, to ensure efficient, consistent, and effective service across all channels.

Requirements

• High school diploma or GED plus two years of relevant experience gained from working in an office environment and/or call center.
• Should be able to tactfully and courteously answer questions and provide information.
• Knowledge as related to the specific needs of the department to perform responsibilities.
• Requires the ability to multi task, work well with others, and customer service mentality (both internal and external).
• Ability to travel to perform work duties at any campus or center location within the CCAC system.
• Must be able to operate various office equipment, including a personal computer, and appropriate College software packages or equivalent.
• Should possess good organizational, customer service, communication, interpersonal and clerical skills.
• Detail oriented, ability to multi-task meet deadlines and be a team player.
• Required to have regular and timely attendance.
• Current criminal record/child abuse clearances will be required if offered the position and to be employed at the College. The three clearances are Pennsylvania Child Abuse History Clearance, Pennsylvania State Police Criminal Records Check, and Federal Bureau of Investigations (FBI) Criminal Background Check.

Nice To Haves

• Bi-lingual (Spanish speaking) preferred.

Responsibilities

• Respond to inbound calls, emails, chats, texts, WhatsApp messages, and other digital communications in a professional and timely manner
• Resolve customer inquiries efficiently, with a focus on first-contact resolution and exceptional customer satisfaction.
• Support the implementation, monitor, and optimization of Chatbots, virtual agents, and automated communication.
• Recommend configuration of Chatbot agents to answer frequently asked questions, automate routine inquiries, and escalate complex issues as needed.
• Monitor Chatbot performance, identify opportunities for improvement, and recommend enhancements to increase efficiency and customer engagement.
• Monitor communication platforms and integrations across messaging and support systems.
• Meet quality assurance standards, service-level expectations, and key performance indicators (KPI’s - e.g. service level expectations, documentation of customer interactions, action taken, Chatbot engagements, etc).
• Assist leadership with assigned projects, outreach initiatives and technology adoption.
• Support continuous improvement initiatives focused on customer experience, automation, and communication effectiveness.
• Perform other related duties as required or assigned.

Benefits

• Comprehensive Health Coverage: Access to an excellent health plan with a very low out-of-pocket expense network option.
• Generous Time Off: Enjoy a range of time-off benefits that are tailored to your position, along with a four-day workweek in the summer for an ideal work-life balance. These benefits vary and may include vacation, personal, sick, and holiday pay, as well as options like collegial coverage for faculty.
• Retirement Planning: Options include a 403(b) retirement plan with up to 10% employer match or a state-defined benefit pension.
• Financial Peace of Mind: Employer-paid benefits include group life insurance, short/long-term disability, and access to flexible spending accounts (FSAs).
• Wellness Support: Our Employee Assistance Program (EAP) is available for confidential support, with resources to address personal and professional challenges.
• Educational Support: Take advantage of tuition waivers, tuition reimbursement, Public Service Loan Forgiveness (PSLF) eligibility, and a variety of professional development opportunities to grow your career.
• Exclusive Employee Perks & Rewards: Save on theme parks, sporting events, electronics, and more!
• Additional Advantages: Free employee parking to make your commute easier.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED