WORK LOCATION

Grand Rapids - Lettinga Campus

DEPARTMENT

Admissions-Call Center

POSITION PAY RANGE

$13.73 TARGET

HIRING RANGE

Actual pay offered will be commensurate with candidate qualifications and experience, the type of role, pay equity and available funding.

SUMMARY:

Call Center Assistant The Call Center team is responsible for receiving all incoming phone calls to the university, scheduling appointments, making appointment confirmation calls, triaging and answering all inbound questions or transferring to another department as appropriate, and performing live click-to-chat on the university web site.

RESPONSIBILITIES

Provide GREAT customer service, anticipating and exceeding the needs of our customers. Exhibit flexibility, sensitivity, and respect, maintaining a working relationship with all team members. Answer and dispose of all incoming telephone calls via appropriate transfer, answering FAQ, taking a message, or following-up and returning calls; routinely check the queue to monitor calls holding. Maintain, process, and manipulate data on a personal computer/mainframe using word processing, data base, and spreadsheet software. Responsible for scheduling and coordinating appointments; blocks and unblocks schedules; documents and makes calendar changes; monitors schedules for overbooking; follows-up on missed appointments. Operate multi-line phone switchboard and contact center application. Tabulate and report calls; make and report appointment confirmation calls. Perform work of a confidential nature. Exhibit professional demeanor at all times while representing the University. Demonstrate and promote the University Cultural Values. Understand and abide by all external and internal regulations and policies. This includes NCAA, GLIAC and national affiliations associated within athletics or other role specific regulations. Perform other duties as assigned.

QUALIFICATIONS

Must be able to work an irregular schedule, evenings or Saturdays as needed, additional hours during peak times or as required. Demonstrated ability to check and respond to e-mail and be accountable for information received. Demonstrated ability to type (35wpm) in complete sentences. Demonstrated positive organizational and technical skills. Demonstrated ability to effectively plan, develop goals, meet deadlines, and accomplish goals while prioritizing workloads. Be comfortable speaking with potential donors over the phone in a friendly and professional manor. Knowledgeable and up to date on what is happening on campus. Basic computer and phone skills required. High School Diploma or GED equivalent. Must be enrolled in a minimum of 6 credit hours as an undergraduate student or 3 credit hours as a graduate student while meeting the standards of academic progress. Previous call center or multi-line switchboard experience preferred but not required. Demonstrated ability to work accurately and effectively with computerized data systems (PC and mainframe). Excellent interpersonal skills that transcend diverse audiences; communicating to university customers with positive attitudes toward change, confidentiality, and conflict resolution. Must be highly motivated and solution oriented with a high degree of integrity, ethics, and dedication to the mission of the university. Business office environment. Prolonged sitting and standing. Use of personal computer and telephone (eye and hand strain). Some travel between locations required (own transportation). No regular lifting requirements, occasional lifting up to 25 pounds. 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