Contact Center Representative

Ancora Education•Arlington, TX

About The Position

The Contact Center Representative is a frontline position responsible for providing prompt and exceptional customer service and support for all Ancora brands, verticals, departments, and partnered schools. This position actively supports customers and staff through multiple communication platforms (including phone, live chat, text, and social media), ensuring comprehensive omnichannel support. Key responsibilities include handling inbound inquiries with a working knowledge of products and services, and executing outbound calling by utilizing appropriate scripting and resources to successfully connect students and customers to the correct vertical, brand, department, or partnered school. To ensure high-quality service, the Representative is required to consistently meet established KPI metrics and performance expectations, and actively participate in ongoing training, process changes, procedural updates, and individual coaching sessions.

Requirements

High School Diploma or equivalent
Experience working with customers

Nice To Haves

Associate’s Degree
1-3 years experience in customer service or a contact center

Responsibilities

Obtains customer information (e.g., name, address, etc.) to support callers.
Completes transactions and enters data accurately into the system.
Documents details of all interactions with customers and actions taken to maintain appropriate data.
Schedules appointments for Admissions representatives to meet with prospective students to tour the campus and provide career information.
Responds to customer requests with a high level of quality and compassion via outbound calls, inbound calls, and email.
Assist students with resetting passwords via an internal tool.
Assesses customers’ needs to recommend appropriate actions and next steps.
Interfaces with the Contact Center leadership, Admissions staff, peers, co-workers, students, and prospective students.
Performs other duties as assigned by Contact Center leadership.
Responds to customer requests with a high level of quality and compassion through all omni-channel platforms (including phone, chat, text, email, and social media).
Handles any escalated calls transferred internally and gathers the information to send to the appropriate contact.
Able to support the Ancora Training, Ancora Academy, and Ancora High School business units by providing detailed support for prospective enrollees.
On occasion, provides additional support to new hires during training, including job shadowing and peer observation.
Must maintain a Quality Assurance average of 80% or higher on evaluated calls.
Assists the Help Desk team with basic troubleshooting for caller inquiries.