Call Center Agent - Oakton Community College

Oakton Community College - Des Plaines, IL4.4

Temporary
Location: Des Plaines, IL Category: Casual Posted On: Wed Oct 3 2018 Job Description:
Call Center Specialists assist the College by welcoming, informing, and supporting students through the enrollment process during peak registration periods. The Call Center Specialists ensure calls are answered quickly and a high level of customer service is delivered while College staff are assisting in-person customers. By offering guidance and instruction to common questions, College staff members spend more time assisting students with complex issues including in-person assistance.

The Call Center operates during peak registration periods in January.

Basic Function and Responsibility:
Under general supervision answers incoming telephone inquiries from students, parents, and the public. Call center specialists answer questions typically directed to the Enrollment Center and the Cashier. Guidance with admission, course registration, and payment processes is frequently provided. Provides excellent customer service.

Duties and Responsibilities:
Provide accurate information to students and the community by interpreting Federal, State and College policies and procedures appropriately as well as follow the guidelines of the Family Educational Rights and Privacy Act (FERPA). If necessary, route inquiries to appropriate person.
Provide guidance to frequently asked questions pertaining to admission, financial aid, registration, payment, testing and academic advising processes, as well as a basic understanding of other departments and areas around campus in order to serve as a campus resource for students and potential students.
Educate students on how to access College information available on the internet.
Display initiative and be proactive in helping students through the enrollment process.
Perform other job related duties, as assigned.

The Call Center operates only during peak registration periods, two weeks prior to the start of a semester and the first three days of the first week of class.

Job Requirements:Education, general or special:
Associates degree required or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired.

Experience, length in years and kind:
Two years of general office experience is required.

Prior higher education or call center experience preferred.

Licenses, certificates, or registration.

Special Knowledge, abilities and skills

A high level of interpersonal and communication skills are required. Incumbent must be able to give and receive advice and opinions and interact with individuals in situations requiring sensitivity and tact.

Commitment to providing excellent customer service. Problem solving skills.

Must be able to use the internet, excel, and student information database to retrieve data.

Working Conditions/Physical Conditions

General office environment. Little or no exposure to adverse working conditions.

Additional Information:
Salary: $20.00 per hour.

The call center will operate from January 2-26,2019. Training will begin in November 2018. Agents attend training for 3 hours a week over three weeks to learn concepts related to apply, register, and pay associated with our tier-one telephone customer service expectations.

November 13-December 12, 2018 (Training) - 3 hours per week

January 2-January 26, 2019 (Call Center) - varies; up to 25 hours per week

Hours / Available Shifts:
8:15 am - 1:15 pm (M-Fri)
10:00 am - 3:00 pm (M-Fri)

****This is a temporary position****