Montclair State University

  • Call Center Agent (Multiple Positions)

    Job Locations US-NJ-Montclair
    Posted Date 5 months ago(5 months ago)
    ID
    2018-1786
    # of Openings
    4
    Category
    Student Development and Campus Life
  • Overview

    Reporting to the Assistant Director, the Call Center Agent is a member of the Red Hawk Central (RHC) staff who provides comprehensive student services support to students, parents, guests and the University community via phone and email on a daily basis. The Call Center Agents primary duties will be focused on: serving as an initial customer service representative for incoming calls; managing and replying to RHC email account messages; escalating all phone calls and emails that require further research and/or response for resolution; conducting outbound call/email enrollment management and retention campaigns, providing hands-on support for main lobby and self-help station needs; assisting with maintenance of website and chatbot content. The Call Center Agent is an integral, public facing representative of customer service and University policy and procedure. He/she will use their knowledge of University policy, procedures and resources in the areas of registrar, student accounts and financial aid to meet the needs of all student calls and email inquiries.

    Responsibilities

    • Answer and effectively address incoming telephone calls;
    • Answer and effectively resolve address RHC email inquiries;
    • Escalate phone calls and emails that require further research and/or response for effective resolutions to the Assistant Director;
    • Under the direction of the Assistant Director, conduct outbound call/email enrollment management campaigns within the Call Center;
    • Assist the Assistant Director with maintaining pertinent, student centered information on RHC website and chatbot tools as needed;
    • Participate in all comprehensive training and customer service programs as assigned;
    • Efficiently utilize Banner forms, SSB, NEST and Starfish to provide general information, investigate caller’s inquiries and assist with problem resolution;
    • Demonstrate the ability to effectively and professionally resolve customer issues while maintaining FERPA;
    • Demonstrate the ability to comprehend, interpret, and apply established law, regulations, policies, procedures, precedents, and guidelines as determined by university policy, federal and/or state regulations and apply principles in the standard course of official duties;
    • Create and maintain accurate student contact records both in Banner and Starfish or any other designated tracking system for regulatory service and accountability purposes;
    • Consult with the Assistant Director on a regular basis to discuss progress, identify areas for growth, and effect resolutions;
    • Participate in regularly scheduled meetings related to assigned responsibilities and student service needs;Actively support the programs and initiatives within the Student Academic Services (SAS) unit as well as the Student Development & Campus Life (SDCL) division;
    • Possess excellent verbal and written communication skills;
    • Prepare written/email correspondence in the course of official duties;
    • Maintain essential records, paperwork and files in a confidential, thorough manner;
    • Complete other duties as assigned;
    • Management retains the right to add or change job duties at any time.

    Qualifications

    REQUIRED:

    • Graduation from an accredited college with a Bachelor's degree.
    • One year of professional experience in an institution of higher education or other related fields that is directly related to the functions of the position to be filled or equivalency as determined by the appointing authority.

    PREFERRED:

    • Experience with responding to customer inquiries via phone and/or email.
    • Strong listening, problem analysis, solving skills and interpersonal skills.
    • Organizational talents with an attention to detail.
    • Experience working with diverse student populations, demonstrated ability to work collaboratively within a fast paced environment.

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