Contact Center Student Ambassador

Broward College

1d • $36,800 - $43,240 • Onsite

About The Position

Under limited supervision, provides feedback to the associates for the interactions that are scored. This position supports the Contact Center to ensure that the associates are providing the highest quality service to students, providers and the general public. Responsible for monitoring and scoring phone calls, live chat, and email support to ensure that quality standards are met. Works with members of the Contact Center teams as necessary to follow-up on positive and negative feedback and identify opportunities for improvement based on root cause analysis. Creates and provides reports to outline the amount of calls scored, total scored per individual results as well as results by team and the overall department.

Requirements

• Associate's Degree required. An equivalent combination of experience and education may be considered.
• Three to five years of related experience.
• Models inclusive excellence that support the College’s goals in providing accurate programmatic and financial aid communication to current and inquiring students.
• In depth knowledge and Understanding of higher education policies and practices including FERPA regulations.
• General understanding of external environment and how it affects academia.
• Strong customer service background.
• Ability to partner with others across the College and externally to exchange information, collaborate on projects, share resources, etc.
• Ability to understand and provide solutions to student issues.
• Proficiency with technology including but not limited to Microsoft Office and Blackboard, Softphone software, and other CRM database systems.
• Strong knowledge, understanding and skills in area of responsibility; including an understanding of concepts and principles of related areas and functions.
• Ability to manage own work to job and performance standards.
• Ability to participate as an active team member
• Requires intermediate to advanced knowledge of computer systems, i.e. Microsoft Office Products as well as specialized computer systems
• Ability to interact and effectively communicate with a diverse employee and student population

Nice To Haves

• Experience in higher education preferred.

Responsibilities

• Supports the Contact Center and engage in 40 or more outbound dials for call campaigns focused on retention and financial aid completion for current and upcoming terms.
• Support students regarding missing financial aid documents for verification, reengagement of inactive students to assist with registration, and satisfaction checks for current students.
• Support the Contact Center by receiving 10 or more inbound calls and/or chats supporting general inquires by providing Broward College student information including program and application requirements.
• Recognize, define, and provide solutions to student inquires with applications, financial aid, service indicators (holds on student accounts), and program requirements.
• Gather student information to be shared with departments across the College to best support a student inquiry.
• Work with Blackboard SmartView to understand and evaluate Knowledge Based Articles to successfully assist students. Document detailed notes during and after each call.
• Collaborates with supervisor for escalations and additional support needed.
• Perform related duties as assigned.
• Works closely with Contact Center Operations District Director to perform call monitoring, assessment of live chat, and email support and provide trend data.
• Creates weekly and monthly reports to show the number of calls scored and averages scores.
• Reviews, verifies, and assess the validity of tier II escalations for each business unit and established guidelines to follow-up on missing or deficient information.
• Work closely with Contact Center Operations District Director to create and maintain knowledge base (KB) articles for admissions, advisement, and other student services and ensures that all articles are accurate and up-to-date.
• Performs data entry and maintains various computer databases; performs analysis and calculations in the processing of data for recurring internal reports.
• Responds to inquiries and investigates/resolves problems related to transactions handled by the department.

Benefits

• Affordable High Quality Healthcare Insurance (Medical, Dental & Vision)
• Retirement Options – Florida Retirement System (FRS) Pension Plan or the FRS Investment Plan
• Wellness Program
• Vacation/Paid Time Off
• Winter and Spring Break Off
• Paid Parental Leave
• Tuition Assistance and Tuition Reimbursement are available to employees and family members

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree