TITLE OF POSITION: Call Center Specialist
PAY CLASSIFICATION: H2100-Non-Exempt Administrative
I
STATUS: Part-time, Non-Exempt
DEPARTMENT: Admissions – Call Center
LOCATION: Grand Rapids – W.A. Lettinga
Campus
REPORTS TO: Manager – Call Center
SUMMARY:
As a member of the Call Center team, a Call Center Specialist
is responsible for receiving all incoming phone calls to the university, scheduling appointments, making appointment confirmation calls,
triaging and answering inbound questions or transferring to another department as appropriate, and performing live click-to-chat on the
university website. The Call Center also handles inbound admissions sales calls when no Admissions Representative is available and makes
outbound sales calls to interested prospects. These responsibilities are performed in an ethical manner consistent with the University’s
mission, vision, and values which include diversity, equity and inclusion.
RESPONSIBILITIES:
- Responsible for scheduling and
coordinating appointments and makes calendar changes for the Advising teams at all campuses. - Exhibits flexibility, sensitivity, and
respect, maintaining a working relationship with all team members. - Answers and disposes of all incoming telephone calls via
appropriate transfer, answer FAQ, taking a message, or follow-up and return call. - Responsible for specific projects/programs which
may involve planning and coordinating work, analyzing data, and preparing reports. - Maintains, processes, and manipulates data on a
personal computer/mainframe using word processing, data base, and spreadsheet software. - Tabulates and reports calls; makes and
reports appointment confirmation calls. - Operates multi-line phone switchboard and contact center application.
- When
applicable: Sells the University to qualified prospects who will start, stay and exceed; secures the admissions application and sets
follow-up appointment with an Admissions Representative. - Performs work of a confidential nature.
- Attends and participates in
development programs; assists in training other employees as needed; maintains certification where applicable and continues to improve
skills. - Exhibits professional demeanor at all times while representing the University.
- Understand and abide by all external
and internal regulations and policies associated within Admissions- Call Center or other role specific regulations. - Understand and
abide by all external and internal regulations and policies. This includes NCAA, GLIAC and national affiliations associated within athletics
or other role specific regulations. - Provides GREAT customer service, anticipating and exceeding the needs of our
customers. - Demonstrate and promote the University Cultural Values.
- Perform other duties as
assigned.
QUALIFICATIONS:
- High School Diploma required. Relevant college coursework and/or a Bachelor’s Degree
preferred. - Previous call center experience preferred.
- Sales skills/sales experience preferred.
- Demonstrated phone
communication and phone equipment skills. - Ability to process large amounts of information quickly in a fast-paced
environment. - Demonstrated ability to work accurately and effectively with computerized data systems.
- Demonstrated ability
to work effectively with people of diverse backgrounds and promote a positive working environment, spirit of cooperation and positive
reactions to change and conflict resolution. - Excellent interpersonal, communication and presentation skills, both written and oral
which transcend diverse audiences. - Demonstrated ability to communicate effectively and relate well to donors, alumni, students,
parents, faculty, staff, and others while maintaining appropriate confidentiality. - Demonstrated motivational and problem solving
capabilities with a high degree of integrity, ethics, and dedication to the mission of the University. - Strong work
ethic. - Business office environment. Prolonged sitting and standing. Use of personal computer and telephone (eye and hand strain).
Some travel between locations required (own transportation). - Regular lifting requirements, occasional lifting up to 25 pounds.
- Must be able to work an irregular schedule, evenings or Saturday as needed, additional hours during peak times or as
required.
DAVENPORT UNIVERSITY IS AN EQUAL OPPORTUNITY EMPLOYER
Revised: 8-5-2017
To apply, visit https://davenport.csod.com/ux/ats/careersite/15/home/requisition/2795?c=davenport
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