Representative - Student Service FT (33105)

Goodwill San Antonio•San Antonio, TX

12d•Onsite

About The Position

Call Center Student Service Representative (CCSSR) will respond to and provide timely, professional, accurate, and adequate responses to student inbound and outbound calls, e-mails, chats and any other assigned service delivery channels in support of the Alamo Colleges Student Contact Center. Inquires will be received through an Interactive Voice Response, Automated Call Distribution system, and/or ticketing system.

Requirements

Minimum one year of experience in a call center environment.
High school diploma or GED required.
Proven professional verbal and written communication skills.
Ability to meet the attendance requirements for the position.
Must be able to type minimum 30 wpm with minimal errors.
Basic proficiency with MS Office (Word, Outlook), web browsers and other applicable systems.
Ability to utilize dual computer screens and multitask while accessing multiple systems.
Must possess critical thinking skills required to comprehend principles and models as a means towards providing effective, efficient and accurate service to student inquires.
For positions that require driving, must maintain a valid driver’s license and automobile insurance coverage, and be able to travel as needed if you drive your vehicle during company business.

Nice To Haves

Experience in working in a student support environment strongly desired.
Experience with Banner and ZohoDesk preferred.
Experience in higher education preferred.
Current or previous student of the Alamo Colleges is strongly encouraged to apply.

Responsibilities

Answers large volume of inbound phone calls, emails, and chats in fast-paced contact center.
Identifies student needs and verifies their identity through approved methods.
Promotes first contact resolution when applicable by referencing correct knowledge articles via Alamo Colleges knowledge base system.
Maintains a high degree of product knowledge through active participation in training, coaching and quality assurance calibrations.
Displays critical skills by responding to student inquiries by clarifying the question, researching the inquiry, providing solutions, and escalating matters through appropriate channel when applicable.
Must be able to multitask and think critically when rendering student support through the utilization of multiple systems and other resources.
Uses proven customer service techniques to establish and maintain professional rapport.
Demonstrates knowledge, skills and abilities to ensure that all key performance indicators listed on individual performance scorecard are met.
Properly and accurately updates student records via ticketing system.
Performs other duties and expectations as assigned.