Contact Center Specialist
About The Position
Under direct supervision, this entry-level position provides a full range of front line customer service support to students regarding the HOPE and Zell Miller Scholarship and Grant programs. Provide customers with prompt, courteous and accurate information about program procedures and regulations, eligibility requirements and the GAfutures website and student portal. Effectively utilize the phone, email and virtual chat systems for assisting customers and tracking customer service and communications. Provide a high level of customer service including explaining web-based information to customers/students by phone, email and help ticket system.
Requirements
- High school diploma/GED and two (2) years of experience communicating information in a customer service setting; or one (1) year of experience required at the lower level Customer Svc Rep 1 (GST120) or position equivalent.
Nice To Haves
- At least an Associate Degree from an accredited college or university and one year of experience in a customer service setting communicating information OR one year of experience in a call center.
- Intermediate level proficiency in Microsoft Office applications.
- One (1) year directly related experience in a college financial aid or student affairs environment.
- Experience working in an automated customer service call center.
Responsibilities
- Maintain an understanding and knowledge base of the current program regulations and systems to assist customers.
- Provide a high level of customer service and report customer feedback.
- Communicate effectively orally or in writing.
- Efficiently utilize the phone, email and help ticket systems to provide customer service.
- Handle and resolve routine customer complaints and/or problems.
- Efficiently process incoming documents and update data records.
- Work as a team member to produce needed outcomes.
- Perform multiple responsibilities accurately and efficiently.
- Work as a team member to produce needed outcomes.
- Perform other duties as assigned to meet business needs.
Benefits
- We offer excellent benefits including 13 paid holidays, 3 weeks annual + 3 weeks sick leave per year, health/life/disability benefits after 30 days, employer 401k match, medical/childcare spending account options, and deferred compensation plan.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Executive, Legislative, and Other General Government Support
Education Level
High school or GED
Number of Employees
1,001-5,000 employees
