Representative - Student Service PT

Goodwill San Antonio•San Antonio, TX

11d•$16 - $16•Onsite

About The Position

The Call Center Student Service Representative responds to student inquiries through inbound and outbound calls, emails, chats, and other assigned service channels in support of the Alamo Colleges Student Contact Center. Inquiries are received through an Interactive Voice Response system, Automated Call Distribution system, and/or ticketing system. The representative provides timely, professional, accurate, and adequate support, identifies and verifies student needs, researches inquiries, offers solutions, and escalates matters through appropriate channels when needed. The role requires using multiple systems and resources while maintaining professional rapport and meeting individual performance scorecard indicators.

Requirements

At least one year of experience in a call center environment.
High school diploma or GED.
Professional verbal and written communication skills.
Ability to meet the attendance requirements for the position.
Ability to type at least 30 words per minute with minimal errors.
Basic proficiency with MS Office, including Word and Outlook, web browsers, and other applicable systems.
Ability to use dual computer screens and multitask while accessing multiple systems.
Critical thinking skills to comprehend principles and models and provide effective, efficient, and accurate service to student inquiries.
Ability to meet the physical requirements of the position.

Nice To Haves

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

Responsibilities

Answer high volumes of inbound phone calls, emails, and chats in a fast-paced contact center.
Identify student needs and verify identities through approved methods.
Promote first-contact resolution when applicable by referencing the Alamo Colleges knowledge base.
Maintain product knowledge through training, coaching, and quality assurance calibrations.
Clarify and research student inquiries, provide solutions, and escalate matters through appropriate channels when applicable.
Multitask and think critically while supporting students using multiple systems and resources.
Use customer service techniques to establish and maintain professional rapport.
Meet the key performance indicators listed on the individual performance scorecard.
Accurately update student records through the ticketing system.
Perform other duties and expectations as assigned.