Specialist II, Call Center

Employer
Community College of Baltimore County
Location
Maryland, United States
Salary
Salary Not Specified
Posted
Nov 18, 2020
Employment Type
Full Time


Class Description

The purpose of this class is to greet in-bound callers and to provide accurate and timely first-tier informational responses.

Minimum Requirements

High school diploma/GED and two years full time experience working in a customer service business environment required. Two years of Call Service Center experience preferred.

Class Specific Essential Duties

  1. Answer all in-bound calls and manage the customer’s experience by providing accurate information to satisfy the reason for calling.
  2. Employ Call Center phone technology to answer incoming calls effectively; apply expertise of CCBC student processes acquired from the Knowledge Management database, BANNER, CCBC website, SharePoint, and enrollment and academic departmental resources to secure accurate information to offer callers superb customer service.
  3. Engage in rapid problem-solving skills to research and recommend appropriate solutions to address and improve a caller’s situation.
Essential Job Duties are intended to be examples of duties and are not intended to
be all inclusive. There will be other duties as assigned.

Position Specific Essential Duties

  1. Provide outstanding service to students and other internal and external customers.
  2. Answer incoming calls in a high-volume call center
  3. Provide all in-bound callers (public, prospective and current students, faculty and staff) with courteous, accurate, first-tier informational responses to general CCBC or enrollment questions related to admissions, records, financial aid, registration, or payment.
  4. Employ effective communications to build positive relationships between CCBC, as contact person, and caller.
  5. Support caller’s need to access CCBC student information technology (SIMON, CCBC website, e-mail) as required.
  6. Evaluate need level of requested information or situation and refer caller to a second-tier resource, college office or staff member if appropriate using call connection protocol.
  7. Manage individual calls within Call Center metric guidelines.
  8. Deliver out-bound calls as part of CCBC’s communication plan initiatives to influence student enrollment decisions.
  9. Use customer relationship management technology to enter prospective student data and fulfill inquiries as requested.
  10. Participate in relevant staff development opportunities.
  11. Perform other duties as required.
Essential Job Duties are intended to be examples of duties and are not intended to
be all inclusive. There will be other duties as assigned.

CCBC Full Time Benefits At A Glance
BENEFIT SUMMARY
Medical Plan year
Employees may select CIGNA, or Kaiser Permanente Select HMO. No preexisting condition exclusions. All plans have prescription drug coverage and mental health and substance abuse benefits. All plans require the selection of a primary care physician, but allow the option to change. Annual Open Enrollment is in October/November.

Dental Plan year
Employees may select Cigna DHMO, CareFirst Traditional Dental or CareFirst Preferred Dental. Annual Open Enrollment is in October/November.

Vision Plan year
Employees may select Carefirst Preferred or Traditional Plans. Coverage includes one eye exam and benefits for glasses, contacts, or bi/trifocals every 24 months. Administered by Davis Vision. Kaiser medical plans allow members to have one eye exam yearly (covers exam only). Annual Open Enrollment is in October/November.

Employee Assistance Program (EAP)
Employees have access to the EAP, which provides CCBC employees and their family member's confidential 24-hour online and telephone access for legal, financial, and personal issues. Provided for CCBC employees at no cost. Administered by CIGNA behavioral.

Flexible Spending Accounts
(section 125)
Employees may select the FSA, which allows employees to pay for out-of-pocket medical and dependent care expenses. Employees may allocate a maximum of $5,000 per household, per plan year for daycare related expenses, on a pre-tax basis. Employees may allocate a maximum of $2,550 for medical related expenses. A debit card is provided to simplify claims processing for health care expenses. Annual Open Enrollment is in October and November. Administered by Benefit Strategies.

Life Insurance
Eligible employees receive one times their annual salary rounded up to the nearest $1,000. The minimum benefit amount is $50,000 and the maximum benefit amount is $200,000. CCBC pays 90% of the premium. Evidence of insurability is required if enrollment occurs 31 days after hire date. Administered by The Standard Insurance Company.

Long Term Disability (LTD)
Employees may enroll in the LTD Plan. Benefits are effective after 90 days of continuous total disability and pays 60% of the gross monthly salary. Evidence of insurability is required if enrollment occurs 31 days after the employee's hire date. Administered by The Standard Insurance Company.

Legal Services
Employees may enroll in the Legal Services benefit, which provides legal advice, consultation, and courtroom representation for commonly used legal services; plus will preparation, traffic violations, credit issues, warranty disputes, medical durable power of attorney and uncontested divorce. Annual Open Enrollment is in October/November. This plan is administered by Legal Resources.

Retirement Plans
Employees are eligible, based on position classification, to enroll in one of three retirement plans: (1) MD State Teachers Pension System, (2) MD State Optional Retirement Plan (ORP), or (3) Baltimore County Employees Retirement System. All plans require employee contributions except MD State ORP.

403(b) Supplemental Retirement Plans
For the 2016 calendar year, if you are under age 50, you could contribute up to $18,000, and if you are age 50 or older, you could contribute up to $24,000 because of a $6,000 'catch up contribution'.
Vendors: AIG-VALIC, TIAA-CREF, T. Rowe Price, Fidelity, Lincoln and ING.

457(b) Deferred Compensation Plan
For 2016, if you are under the age of 50, you could contribute the maximum of $18,000 to your 457(b) plan. If you are age 50 or older, that maximum increases to $24,000 because of a $6,000 'catch up contribution.' Vendor: Voya Financial Advisors, Inc.

Tuition Waiver/
Reimbursement
CCBC tuition is waived for benefit-eligible employees after a probationary period, if applicable. Tuition reimbursement for courses taken at other colleges and universities are available after one year of CCBC employment. Employees are reimbursed: $200/credit undergraduate; $260/credit graduate courses, up to a maximum of 18 credits per fiscal year.

Financial Services
Employees have access to a free checking account, direct deposit, loans and other services at First Financial Federal Credit Union and M&T Bank.

Time Off (fiscal year)
12-month employees accrue up to 12 days for sick and safe leave the first year of employment and 18 days per year thereafter. 10-month employees accrue up to 10 sick days the first year and 15 days thereafter. All employees are granted 3 personal business days per fiscal year. Employees are eligible based on position classification and years of service to accrue a minimum of 10 days and a maximum of 20 days of vacation per fiscal year.

Parking
Free. Must obtain a parking permit from the Department of Public Safety to use on all campuses.

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