Department: Call Center

Location: Eastern Campus

Reports To: Director

Recruitment Type: External/Internal

Requisition ID: req3886

Employment Type: Full-Time Support Staff

Union Position: Union

Work Schedule: Mondays - Fridays 8:30 - 5:00, evenings and weekends as needed.

Number of Openings: 1

Job Description:

SUMMARY

Receives phone calls and electronic communications from internal and external customers, in many cases serving as first point of contact with the College. Supports customer service by providing answers to inquiries or links to appropriate party or academic and student service support offices as needed. Processes requests, prepares correspondence, and fulfills customer needs to ensure customer satisfaction.

DUTIES AND RESPONSIBILITIES

• Duties and Responsibilities include, but are not limited to:
  
• Answers incoming calls to the College's call center from internal callers, community members, new, continuing and returning students and responds to their inquiries or directs call as appropriate.
• Serves as point of contact for electronic communications and mailings received from both students and non students. Responds to and processes requests for information including those initiated by the marketing and communications and the enrollment management departments related to recruitment and retention activities.
• Encourages potential students to enroll and provides support to potential and existing students by researching inquiries as needed, obtaining follow up information from the appropriate department, communicating the information and following up to ensure customer satisfaction.
• Initiates external communications including welcome calls to new students and follow up calls to potential students. Provides information including course cancellations and changes.
  
• Enters and updates student information into college-wide databases and systems. Provides other support functions related to the College enrollment/retention and marketing process.
  
• Processes credit card payments.
  
• Performs other related duties as assigned.

• 
  denotes essential function

REQUIRED QUALIFICATIONS

• Associate' s degree
  
• Minimum of three (3) years experience working in a call center environment
  
• Experience in a fast paced, high call volume, structured environment, with emphasis on inbound/outbound calling, telemarketing or telephone sales
  
• Strong commitment to customer service
  
• Skills in customer service, basic math, grammar and basic level skills in word processing (MS Word) and spreadsheet application (MS Excel)
  
• Ability to handle a high call volume while maintaining integrity and accuracy Excellent communications skills (interpersonal, verbal and written)
• Ability to work as a member of a team as well as an individual contributor
  
• Must have sensitivity to respond appropriately to the needs of a diverse population

PREFERRED QUALIFICATIONS

• Working knowledge of college academics and student affairs support systems
• Proficient in speaking both English and Spanish

WORKING CONDITIONS/PHYSICAL DEMANDS

Must be able to occasionally stand; walk; reach with hands and arms; stoop, kneel, crouch, or crawl. Must be able to regularly use hands to finger, handle or feel. Must be able to frequently sit; talk or hear; and lift up to 10 pounds unassisted. Must be able to work in an environment with a moderate noise level.

Disclaimer: This description is a general statement of required major duties and responsibilities performed on a regular and continuous basis. It does not exclude other related duties as assigned and does not prescribe or restrict the tasks that may be assigned.

Special Note: This is a Full-time 1199/ SEIU Bargaining Unit position, Grade 8. Full-time 1199/ SEIU bargaining unit employees at Cuyahoga Community College will be considered first for vacant position. Salary $48,910

Special Instructions to Applicants: During the application process, you may be required to attach a cover letter and/or resume. It is recommended that you have these documents ready to be attached electronically to the online application. This system accepts only MS Word or PDF attachments. Any employment with the College is contingent upon satisfactory completion of a background check and drug screen.

Affirmative Action Statement: Cuyahoga Community College is committed to attaining excellence through the recruitment and retention of a qualified and diverse workforce. Cuyahoga Community College is an equal employment/educational opportunity institution.