Technician, Communications and Processing Center (Central at York Campus)

Position Information

Position Identification Number (PIN) S172820 Department Central Enrollment Services Campus Central Position Number S01143 Working Job Title Technician, Communications and Processing Center (Central at York Campus) Job Category Classified If temporary, through FLSA Non Exempt Job Type Full-Time 12 month If part time, hours per week Start Date Desired Advertised Hiring Range $26,873 - $33,592 Duties
The technician will conduct daily functions of the outbound call center including; providing live online chat functions to prospective and new students; conduct all outbound calls related to the master call calendar; provide excellent customer service; remain a knowledgeable front line specialist in the areas of enrollment; provide support for campus overflow calls and support answering the college’s operator calls.
Classification DescriptionList the broad major functions of the position.
Answer and make calls and provide online chat functions

Consults with students via phone and online to provide support

Operates a computer to gather data and provide clerical support
Minimum Qualifications
High School diploma or equivalent and two years of related experience. Or an equivalent combination of education and experience sufficient to perform the essential duties of the job.
Job Specific Task List
1. Provide front-line service to prospective and new students regarding enrollment through all 5 primary areas of responsibility: (1) outbound calls to prospective and current students to improve the conversion rates from prospective to current student, improve student success rates, and improve completion rates; (2) serve as the college’s operator; (3) provide “live chat” service on the college’s website; (4) provide overflow inbound call coverage for campuses; and (5) assist with processing information in the enrollment services area.
2. Provide excellent customer service
3. Remain knowledgeable and current regarding enrollment practices
4. Maintain daily records of phone outbound and incoming phone call statistics
5. Participate in an extensive training program for all communications center staff including visiting campuses to learn the individual policies related to the enrollment and matriculation process.
6. Maintains a working relationship with campuses, virtual learning, student affairs departments and finance including: recruitment, welcome center, financial aid, Military and veteran’s affairs, student accounts and advising and counseling offices.
7. Other duties as assigned
Qualifications: Preferred Experience
Bilingual (English and Spanish)

Higher Education Experience

Customer service in a call center environment
Additional Knowledge and Skills
Knowledge:
Clerical and office support practices
Basic Math Concepts
Assigned department operations and functions
Customer Service principles
Record Keeping principles
English language, punctuation, and grammar

Skills:
Following oral and written instructions, policies, and procedures
Maintaining files and records
Providing customer service
Operating a variety of office equipment, including a computer and related software applications, telephone, fax machine, and adding machine
Preparing a variety of business correspondence, records, reports, documents and forms
Communication, interpersonal skills as applied to interaction with students, coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction
Physical Requirements
Positions in this class typically require: grasping, feeling, talking, hearing, seeing and repetitive motions.

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
Licensing Requirements Job Open Date 08/15/2017 Job Close Date 08/21/2017 Open Until Filled No