Call Center Representative - Part Time

CALL CENTER REPRESENTATIVE - PART TIME

MALCOLM X COLLEGE

A Call Center Representative provides excellent customer service through the City Colleges of Chicago Call Center and delivers quality information and advising to students and the general public who inquire about City Colleges of Chicago’s academic programs and other services.

ESSENTIAL DUTIES

• Responsible for answering incoming calls to the call center and assisting callers with questions related to any of the seven City Colleges.
• Responds to requests for information in person, via telephone, live chat and by email.
• Maintains a log of phone and email activities regarding inquiries from marketing leads.
• Responsible for providing any assistance to students that may need to navigate through the City Colleges administrative requirements.
• Coach students on educational planning by advising them on curriculum choices, credit policy, transferability of credits and financial assistance processes.
• Maintains ongoing relationships with campus staff and administration to remain current with all marketing and academic components and special events.
• Maintains ongoing relationships with campus staff and administration to remain current with all marketing and academic components and special events.
• Coordinates problem resolution with appropriate departments. Refers Financial Aid and Information Technology troubleshooting questions to appropriate departments.
• Conducts call campaigns to assist with recruitment, retention and completion efforts.
• Guide prospects to complete application process, academic program selection and additional enrollment processes.
• Prepare prospect and students for college visits.
• Navigates PeopleSoft portal and Grades First to provide students with pertinent information.
• Responsible for attaining and updating accurate information from all seven City Colleges.
• Adheres to CCC Customer Service Excellence Standards.
• Performs related duties as assigned.

QUALIFICATIONS

• Associates Degree or equivalent education and three years of experience in customer service. Bachelor degree preferred.
• Working knowledge of City Colleges of Chicago’s marketing function and operations is preferred.
• Must be able to work a flexible schedule, including some weekends.
• Proficient in basic computer skills Microsoft Excel, Word and Powerpoint.
• Excellent verbal and written communication, organizational, and administrative skills required.
• Ability to sit for long periods of time.
• Must be able to work well with internal and external constituents and possess the ability to handle all situations with tact and diplomacy.
• Must be able to complete tasks in a timely manner.

We are an equal opportunity and affirmative action employer.
Thank you for your interest in City Colleges of Chicago!