Contact Center Associate
Job Location:
Kenosha, WI - USA
Hourly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
- SUMMARY
This is a Second Shift OpportunityM-Th: 9:30am-6:15pm F: 7:30am-4:15pm
The Contact Center Associate provides accurate information and expert connections to customers who contact the college through virtual means including phone email video phone video conferencing or IM/Chat. This position demonstrates a high level of knowledge and understanding of Student Services and Enrollment Management information and processes. Contact Center Associates utilize problem-solving skills excellent customer service and diplomatic confidential and professional communication skills.
This position reports to the Director of Student Services Operations.- RESPONSIBILITIES
Assist customers with inquiries from initial point of contact to issue resolution or referral.
Provide high level and accurate information regarding college processes procedures and resources.
Conduct transactions in accordance with the general operating procedures related primarily to Admissions Testing Student Records and Registration Financial Aid and Student Accounts.
The ability to respond to inquiries in a timely consistent professional and positive manner.
The ability to work collaboratively and collegially with staff and colleagues.
The knowledge of or willingness to learn and effectively utilize Gateways Student Information System communication systems and technologies to perform daily tasks.
Provide support for recruitment and retention activities/events.
Other duties as assigned.
Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.
- WHAT YOU NEED TO SUCCEED IN THE POSITION
Required:
Technical Diploma and two years experience in call center environment or front line customer service
Three years of experience in call center environment or front line customer service
Experience in data entry and payment processing
Other Knowledge Skills and Abilities:
Ability to follow set processes/procedures.
Ability to problem solve.
Ability to prioritize position responsibilities.
Excellent verbal and written communication skills essential.
Excellent organizational and interpersonal skills essential.
Must be a team player with creativity patience and perseverance.
Must be able to work well under pressure.
Must possess strong diplomacy skills and the ability to make sound judgments.
Ability to work positively in a demanding high volume fast-paced team-oriented student service environment both independently as well as collaboratively.
Basic understanding of and knowledge of college resources for students.
- SUPPLEMENTAL INFORMATION
Candidates must be legally authorized to work in the United States on a permanent basis. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available.
DIVISION/LOCATION: Student Services/Kenosha
COMP GRADE:E
FLSA DESIGNATION:Non-Exempt
CONDITIONS OF EMPLOYMENT:
- Candidates must be legally authorized to work in the United States on a permanent basis. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available.
- Employment is contingent upon an acceptable background
- Flexibility is needed to accommodate day evening and weekend business needs
GuideNot Applicable Activity is not applicable to this occupation Occasionally Occupation required this activity up to 33% of the time (0 - 2.5 hrs/day) Frequently Occupation required this activity from 33% - 66%% of the time (2.5 - 5.5 hrs/day) Continuously Occupation required this activity more than 66% of the time (5.5 hrs/day) Physical DemandsPhysical Demands Frequency Lift/Carry Frequency Sitting Continuously 0 - 10 lbs Frequently Standing Occasionally 11 - 20 lbs Occasionally Walking Occasionally 21 - 50 lbs Not Applicable Reaching Overhead Occasionally 51 - 100 lbs Not Applicable Reaching at or Below Shoulder Level Frequently Over 100 lbs Not Applicable Keyboarding Continuously Stooping Occasionally Push / Pull Yes / No Crouching Occasionally 12 lbs or less Occasionally Kneeling Not Applicable 13 - 25 lbs Not Applicable Crawling Not Applicable 26 - 40 lbs Not Applicable Climbing Ramps or Stairs Occasionally 41 - 100 lbs Not Applicable Climbing Ladders Ropes or Scaffolding Not Applicable Over 100 lbs Not Applicable Driving Not Applicable Traveling (overnight stay(s)) Occasionally Hearing Requirement Yes / No Communicating Verbally Frequently One-on-one (in person) Yes Far Visual Acuity: clarity to see 20 or more Occasionally Group or conference (in person) Yes Near Visual Acuity: clarity to see 20 or less Continuously Telephone Yes Other Sounds Yes Environmental ConditionsWorking Conditions Frequency Noise Intensity Level Frequency Humidity: non-weather related Not Applicable Quiet Occasionally Extreme Cold: non-weather related Not Applicable Moderate Frequently Extreme Hot: non-weather related Not Applicable Loud Occasionally Working Outdoors Not Applicable Very Loud Not Applicable Wetness: contact with water or other liquids Not Applicable Working ConditionsWorking Conditions Frequency Working Conditions Frequency Working in Close Proximity to Others Continuously Working interruptions Frequently Open Work Space Continuously Stressful situations Occasionally Working in a confined space Frequently Exposure to offensive odors Not Applicable Exposure to a computer screen Continuously Required uniform supplied by department Not Applicable Gateway will not discriminate against any employee applicant for employment student or applicant for admission based on race color national origin ancestry sex sexual orientation creed religion political affiliation marital status parental status pregnancy disability age membership in any reserve component of the armed forces union affiliation arrest and conviction record or any other protected category under applicable local state or federal law.
Gateway Technical College is anEqual Opportunity/Access Educator/Employeroperating under an Affirmative Action Plan. Reasonable accommodations and auxiliary aids will be provided for qualified individuals with disabilities. If you have a disability and need special accommodation for the application process please contact the Office for Equal Opportunity and Civil Rights ator . Women and minorities are encouraged to apply.
Your safety while employed at Gateway Technical College is one of our top priorities so we encourage you to read ourAnnual Security Report(click the link for the full report). This report is published in compliance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act) and the Violence Against Women Act. This report includes crime statistics institutional policies on campus security and safety alcohol and drug use crime prevention the reporting of crimes or incidents sexual misconduct and other important matters. Please feel free to emailcompliance@or call to request a hard copy of the report.
Required Experience:
IC
