Address
Form of work
SalarySummary:
Responsible for providing excellent Customer Service in accordance with the mission and values of the company. Manages a high volume of inbound and outbound calls for both American Career College and West Coast University. Follows different communication Scripts based on call type. Performs data entry for all inbound inquiry calls (name, address, email, phone number, consents for texting and auto dial, etc.) and warm transfers the call to an Admissions team member based on program of interest and school brand. Receives some inbound calls for campus departments and follows scripts, processes. In some instances, Representative will pre-qualify and schedule appointments for the prospective student to visit the campus and meet with our Admissions team. Places outbound re-contact calls on a daily basis using an automated telephone dialer and updates prospective record with outcomes of call (call attempts, etc.). May perform other duties as assigned.
Experience:
- Requires basic knowledge of standards and processes within a narrow scope of work.
- Minimum 2 years experience preferred.
- May require vocational or technical education in addition to prior work experience.
- Customer Service experience
- A minimum of one to two years’ experience as a Call Center, Customer Service Representative, Receptionist, or office related position.
- Experience with handling a high volume of telephone calls with courtesy, speed, and accuracy.
- Telephone Auto Dialing System experience preferred.
Education:
- High School Graduate or equivalent required.
Qualifications & Skills:
- Excellent Customer Service skills (patient, friendly, upbeat attitude).
- Ability to type a minimum of 45 WPM.
- Ability to operate a telephone switchboard and/or telephone automatic dialing system.
- Willingness to work a flexible schedule, including Saturday's.
- Some knowledge in Microsoft Office.
- Ability to demonstrate strong professional verbal communication and interpersonal skills.
- Ability to handle difficult callers in a professional manner with a goal in mind of completing the call on a positive note.
- Ability to multi-task and function well under pressure.
- Ability to maintain confidentiality of all associate, student, and administrative information.
- Ability for work effectively in a high ethnic and culturally diverse student and associate community.
- Able to multi-task and have great problem solving skills.
- Detail Oriented Bilingual skills are not mandatory, but are an asset.
- CRM knowledge preferred.
Minimum: $18/hr. rate - Maximum $20/hr. rate
