Contact Center Agent II - North Campus
PRIMARY FUNCTION: Assist callers to the Contact Center (CC)
Essential Job Functions:
Responds to inquiries via telephone and email that include the following
information:
Admissions application process
Transcript process handling
College testing process
New student orientation
Student account status, payment application and account hold information
Financial Aid application process (FAFSA), including Federal Aid regulations
Document verification process
Payment plan options and refunds
Academic date information, such as registration deadlines, application deadlines, financial aid deadlines
Course program information and descriptions
Completes call logs and call reports to capture call resolution notes and
information that needs to be forwarded to additional departments for
further resolution.
Uses College ERP system to research and transmit confidential student
information to properly identified student callers. Use of College account
security application to reset passwords upon verified requests.
Transfers telephone calls and forward emails accurately to internal
departments upon request. Identify and escalate priority issues or tier II
calls and transfer to appropriate personnel for resolution.
Review call center metrics to compare individual performance with team
benchmarks, including Average Answer Time, Average Talk Time and Average
Ring Time.
Additional Job Functions:
Mentors CC I agents regarding advanced call handling and resolution.
Ensure proper handling of calls that need to be escalated to CC II agents
for timely resolution.
Assists with in-house training of Meador temps and part-time staff.
Reviews FERPA, Financial Aid regulations, student confidentiality and
changes to internal departmental business process chan
Knowledge, Skills and Abilities:
Ability to demonstrate the College values
A proven track record of effectively interacting with a diverse
constituency group of people
Ability to comprehend complex information and explain it to prospective
and current students
Knowledge of the operations of a community college and the enrollment
process
Strong interpersonal skills, outstanding customer services skills, ability
to work with multiple projects within deadlines
Ability to review student records and make decision for connections to
complete student applications and registration process
Assist with document preparation and assigned adjustments to students
records
Accountable for call quality, attendance, and adherence to work schedule
results
Ability to perform heavy phone and computer usage
Effective communication skills to include: active listening, voice
quality, grammar, articulacy, strong interpersonal skills, multi-tasking
ability, conflict resolution and telephone etiquette skills
Ability to tactfully discuss and successfully resolve caller issues that
are escalated by Contact Center Agent I
Banner knowledge preferred
Campus department and process knowledge
Required Education:
High school diploma or equivalent
Preferred Education:
Associate degree from an accredited institution
Required Experience:
Three years of call center experience
Preferred Experience:
One year of higher education call center experience
Bilingual Applicants are encouraged to apply.
Note: This position has opportunity for limited remote work arrangements
with appropriate approvals and in accordance with the policies, procedures,
and needs of the College.
Salary Grade: 16
Salary is based on the Board-approved salary schedule for the current fiscal
year. See Salary Schedule
Requisition Number: req4494
Posting Close Date: 6/30/2023
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Applicant Support:
If you need assistance with the application process, please contact the
Cornerstone Support Team at 281-998-6387, option 3, or email
[email protected].
Note: Due to the number of applications we receive, we are unable to
follow-up with every applicant individually. If your qualifications meet the
requirements for the position, and you are selected for an interview, we will
contact you. You can review your application status by logging into the
Cornerstone system.
Annual Security Report: The San Jacinto College Police Department is
responsible for preparing and distributing the Annual Security Report to
comply with the Jeanne Clery Disclosure of Campus Security Policy and Crime
Statistics Act (Clery Act).
Equal Opportunity Statement: The San Jacinto College District is
committed to equal opportunity for all students, employees, and applicants
without regard to race, creed, color, national origin, citizenship status,
age, disability, pregnancy, religion, gender, sexual orientation, gender
expression or identity, genetic information, marital status, or veteran status
in accordance with applicable federal and state laws. The following College
official has been designated to handle inquiries regarding the College's non-
discrimination policies: Sandra Ramirez, VCHR Org/Talent Effectiveness, 4620
Fairmont Pkwy., Pasadena, TX 77504; 281-991-2659; [email protected]