Information Center Representative (Office Administrative Assistant II) 3 Positions Available

Community College of Philadelphia


General Description

Under the supervision of the Manager, Information Center the Information Center Representative, (Office Administrative Assistant II) position provides tactical, administrative, and operational support in the College's Information Center. Primary responsibilities include providing outstanding customer service via electronic communications, in-person, and/or telephone (inbound and outbound) in a timely, professional and efficient manner; assisting callers by providing general College information; scheduling placement tests and registration sessions; researching and resolving issues, or escalating complex issues, as needed.

Testing for this Position:

Office Grammar and Spelling
Call Center Etiquette
Customer Service Mindset Survey


Specific Responsibilities

• Provide quality customer service in responding to all College information and process inquiries from incoming students, current students, members of the community and all prospects in the county, out of county, and out of state, redirecting to other College offices as needed.

• Provide information and assistance to incoming students regarding the various steps involved in general College procedures, specifically those related to the admissions and enrollment process.

• Assist in outgoing phone calling projects to include appointment reminders and recruitment/enrollment campaigns and follow up on escalated or research related issues.

• Assist incoming students with scheduling placement tests and registration sessions using appropriate modules in Banner and customer relationship management (CRM) system.

• Assist callers in navigating the College's website.

• Remain knowledgeable of processes and procedures regarding enrollment management to resolve basic questions and/or problems regarding admissions, financial aid, registration and related academic support services.

• Demonstrate excellent customer service skills through active listening, verifying instructions, and asking questions to clarify understanding of a new or complex assignment and seeking additional clarification as needed.

• Assist the Manager in data collection needed to evaluate the current state of doing business by offering recommendations to improve the operation of the Information Center.

• Adhere to established benchmarks for calls answered compared to calls presented.

• Deliver exceptional quality customer service over telephone, in person, and via electronic communications.

• Perform assigned duties in a manner consistent with the mission, goals, and core values of the College.

• Maintain sensitivity, understanding and respect for a diverse academic environment, inclusive of students, faculty and staff of varying social, economic, cultural, ideological and ethnic backgrounds.

• Perform other duties as assigned.


Minimum Qualifications

• A high school diploma or its equivalent (e.g., GED) required.

• At least one (1) year of work experience in a call center, help desk, or information center required.

• Ability to work in a quality-controlled, performance-measured work environment required.

• Demonstrated ability to handle multiple tasks simultaneously required.

• Ability to communicate well both verbally and in writing required.

• Ability to give and receive feedback in a constructive manner required.

Demonstrated ability to handle conflict situations in a calm, courteous manner required.

• Demonstrated ability to adapt to a rapidly changing environment required.

• Demonstrated ability to provide excellent customer service to a diverse community of internal and external stakeholders (e.g. students, parents, faculty, and community partners) by effectively using cross-cultural skills and abilities required.


Preferred Qualifications

• Associates degree preferred. Any and all degrees must be from a recognized institutional accreditor.

• Related work experience providing customer service to students in a higher education setting via telephone, electronic communications and face to face strongly preferred.

• Bilingual or multilingual capabilities strongly preferred.

• At least one (1) year of face-to-face customer service experience preferred.

• Proficiency using an enterprise-wide system (i.e. Ellucian Banner), MS Word and MS Excel preferred.

• Previous experience using a customer relationship management (CRM) system preferred.


Work Location
Main Campus

Special Instructions to Applicants

• Interested persons should complete an online application.

• Cover letter of interest and resume REQUIRED.

• Names and contact information of 3 professional references OPTIONAL.

Review of applications will commence on May 4, 2021, and will continue until the position is filled.

Applicants must be legally eligible to work in the U.S.

Community College of Philadelphia is an Affirmative Action, Equal Opportunity, and Equal Access, Employer. The College encourages applications from individuals from traditionally underrepresented groups.

Testing for this Position:

Office Grammar and Spelling
Call Center Etiquette
Customer Service Mindset Survey


Salary Grade or Rank
4

Salary Range
$16.30 - $19.41

Job Posting Open Date
04/09/2021

Type of Position
Classified

Employment Status
Full-Time

Supplemental Questions
Required fields are indicated with an asterisk (*).

1. * How did you hear about Community College of Philadelphia?
   • CareerBuilder.com
   • Higheredjobs.com
   • LinkedIn
   • The Chronicle
   • Veterans Job Fair
   • Professional & Technology Diversity Career Fair
   • AL DIA - Diversity Career Fair
   • Community College of Philadelphia Website
   • Indeed.com
   • Other
2. * If your answer to the above question is Other, please note the source below. If this question does not apply to you, enter N/A.
   (Open Ended Question)
   
3. * What is the highest level of education you have completed?
   • No Response
   • High School/GED
   • Associates Degree
   • Bachelor's Degree
   • Master's Degree
   • Doctorate
   • Other
4. * Do you have at least one (1) year of work experience in a call center, help desk, or information center?
   • Yes
   • No
5. * Do you have the ability to work in a quality-controlled, performance-measured work environment?
   • Yes
   • No
6. * Do you have related work experience providing customer service to students in a higher education setting via telephone, electronic communications and face to face?
   • Yes
   • No
7. * Are you bilingual or multilingual?
   • Yes
   • No
8. * Do you have at least one (1) year of face-to-face customer service?
   • Yes
   • No
9. * Are you proficient using an enterprise-wide system (i.e. Ellucian Banner), MS Word and MS Excel?
   • Yes
   • No
10. * Do you have previous experience using a customer relationship management (CRM) system?
    • Yes
    • No

Documents Needed to ApplyRequired Documents

1. Resume
2. Cover Letter/Letter of Application

Optional Documents

1. References

PI134605560