Contact Center Representative

Ancora Education•Arlington, TX

About The Position

The Contact Center Representative is a frontline position providing prompt, high-quality customer service and support for Ancora brands, verticals, departments, and partnered schools. The role supports customers and staff through multiple communication platforms, including phone, live chat, text, email, and social media. Representatives handle inbound inquiries using knowledge of products and services and make outbound calls using appropriate scripts and resources to connect students and customers with the correct team or school. The Representative is expected to meet established KPI and performance expectations and participate in ongoing training, process and procedure updates, and individual coaching. The role has Tier 1 and Tier 2 responsibilities. Tier 2 employees are expected to perform Tier 1 duties as well as additional omni-channel, escalation, business-unit support, training, quality assurance, and basic troubleshooting duties.

Requirements

High school diploma or equivalent.
Experience working with customers.
Meet established KPI metrics and performance expectations.
Participate in ongoing training, process changes, procedural updates, and individual coaching sessions.

Nice To Haves

Associate’s degree.
1–3 years of experience in customer service or a contact center.

Responsibilities

Obtain customer information, such as name and address, to support callers.
Complete transactions and accurately enter data into the system.
Document customer interactions and actions taken.
Schedule appointments for Admissions representatives to meet prospective students, provide career information, and arrange campus tours.
Respond to customer requests with quality and compassion through outbound calls, inbound calls, and email.
Assist students with password resets using an internal tool.
Assess customers’ needs and recommend appropriate actions and next steps.
Interface with Contact Center leadership, Admissions staff, peers, co-workers, students, and prospective students.
Perform other duties as assigned by Contact Center leadership.
For Tier 2: respond to customer requests through phone, chat, text, email, and social media.
For Tier 2: handle internally transferred escalated calls, gather information, and send it to the appropriate contact.
For Tier 2: provide detailed support to prospective enrollees for Ancora Training, Ancora Academy, and Ancora High School.
For Tier 2: occasionally support new hires during training through job shadowing and peer observation.
For Tier 2: maintain a Quality Assurance average of at least 80% on evaluated calls.
For Tier 2: assist the Help Desk team with basic troubleshooting for caller inquiries.