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Bilingual Call Center Representative

Employer
Empire State University
Location
New York, United States
Salary
Salary Commensurate with experience
Date posted
Dec 6, 2023

View more

Position Type
Faculty Positions, Education, Other Education
Employment Level
Administrative
Employment Type
Full Time

Job Details

Company Description:

Founded in 1971 as the innovative campus of the State University of New York (SUNY), Empire State University empowers learners from diverse backgrounds to achieve their educational goals. We have decades of experience providing educational access through online teaching and learning, individualized instruction, mentoring, and prior learning assessment. We build on our students' experiences to promote their growth and drive upward mobility and economic development in New York state and beyond. SUNY Empire's 97,000 alumni are teachers, nurses, entrepreneurs, and leaders in their communities and their fields. Visit www.sunyempire.edu and follow us on social media @SUNYEmpire. 

SUNY Empire is committed to creating a multicultural, inclusive academic and work environment. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We believe that having diverse faculty and staff is critical to academic excellence and prepares students to live and work in an increasingly global world. 

Job Description:

Empire State University seeks a full-time bilingual Call Center Representative (State Title: Staff Assistant) to join our 1Stop Student Services team at either our Selden, Saratoga Springs, or Rochester NY locations.

Providing assistance in both English and Spanish, the Bilingual Call Center Representative serves as the primary point of contact for students, staff, and faculty with the non-classroom needs relating to registration, financial aid, billing, and admissions. Representatives are expected to have strong working knowledge of functional office policies and procedures; possess the ability to provide excellent customer service in a high-paced multi-channel environment; demonstrate skills to effectively identify, analyze and resolve inquiries received, and work proactively across university departments to remove administrative barriers to enrollment and improve university-wide student services.

Duties of the Bilingual Call Center Representative include but are not limited to:

  • Respond to student service inquiries accurately and professionally by phone, email, online and in-person.
  • Deliver a holistic, student-centered customer service experience related to course enrollment information, academic records, financial aid, billing and payment, with a continued focus on student persistence and retention.
  • Ensure the security and confidentiality of all student record information and submitted documentation to comply with Federal Educational Rights and Privacy Act (FERPA).
  • Use professional judgement to solve problems, provide referrals to other university offices/partners as needed and as trained/directed.
  • Effectively utilize university ERP (Enterprise Resource Planning) Systems tools.
  • Assist in the development of Spanish language virtual student service tools such as knowledgebase articles and videos; 1Stop Resources SharePoint, 1Stop Student Services Website as well as internal training-programs to university offices to support a bilingual or English as a second language student's overall enrollment experience.
  • Perform proactive outreach to currently enrolled students eligible for immunization compliance, possessing incomplete FAFSA's (Free Application for Federal Student Aid) and de-registration outreach.
  • Develop and maintain a culture that supports teamwork, student success and the mission of integrated student services.

Requirements:

Required Qualifications:

  • Bachelor's Degree.
  • Bilingual and biliterate in Spanish and English.
  • Two or more years' experience working in a contact/call center or in a student service department at an institution of higher education.
  • Demonstrated ability to work effectively in a multi-channel, fast-paced environment.
  • Excellent written and oral communication skills.
  • Demonstrated ability to contribute to dynamic cross-functional teams.

Preferred Qualifications:

  • Prior knowledge of and experience working with bilingual and emergent bilingual learners, particularly in providing customer service in online settings.
  • Prior experience working effectively with faculty, staff and students from diverse linguistic, cultural, and socioeconomic backgrounds.
  • Functional knowledge of the Free Application for Federal Student Aid (FAFSA) and college admission, enrollment, registration, and billing processes.
  • Experience using Banner, Ocelot Chatbot, CRM Recruit and/or CRM Advise and Mitel Contact Center System Software.
  • Experience working with adult higher education students.
  • Experience utilizing data to improve job performance and/or departmental initiatives and goals.
  • Demonstrated experience with Microsoft 365 suite including SharePoint, Teams, Outlook, Word, and PowerPoint.
  • Demonstrated experience creating online support tools and tutorials to support excellent virtual student/customer service.

Special Information:

  • May involve occasional travel.
  • VISA sponsorship is not available for this position.
  • Occasional weekend and evening work.
  • SUNY Empire provides employees with robust remote and flexible work options to meet the needs of students, faculty, and staff in a dispersed work environment. University locations that may be considered include Saratoga Springs, Rochester and Selden, NY.

Additional Information:

Rank/Salary: SL2 / $48,500.

Empire State University is an EOE employer.

We are pleased to offer our employees an excellent benefit package which includes; NYS health insurance, free dental and vision, competitive retirement options, and generous vacation, sick and holiday accruals; and a strong emphasis on work-life balance.  We also offer professional-development activities for professionals and support staff. 

IF YOU NEED A DISABILITY-RELATED ACCOMMODATION, PLEASE CALL THE ADA COORDINATOR AT (518) 587-2100, ext. 2240. IN ACCORDANCE WITH THE TITLE II CRIME AWARENESS AND SECURITY ACT, A COPY OF OUR CRIME STATISTICS IS AVAILABLE UPON REQUEST BY CALLING (518) 587-2100, ext. 2800. IT CAN ALSO BE VIEWED ON-LINE AT THE SAFETY AND SECURITY WEBSITE AT www.sunyempire.edu/safety-security.

Application Instructions:

Applications Due By: Applications accepted until position is filled.

If you are interested in applying for this position, please submit the following documents, which are required for consideration by clicking on the APPLY NOW button:

  • Resume
  • Cover letter
  • Name and contact information of three references

See the FAQ for using our online system. Please contact us if you need assistance applying through this website.

Returning Applicants - Please click here to login to your Empire State University Employment Account to check your completed application or to update your account.

Apply Online

Company

Empire State University

SUNY'S LEADING ONLINE INSTITUTION

Founded in 1971 as the innovative campus of the State University of New York, Empire State University empowers learners from diverse backgrounds to achieve their educational goals. We have decades of experience providing educational access through online teaching and learning, individualized instruction, mentoring, and prior learning assessment. We are SUNY’s leading online institution and New York state’s only public online institution.

SUNY Empire serves 16,000 students across New York state, the region, and the world. The institution specializes in high-quality, flexible, affordable education for working adults, including parents, veterans, and military-affiliates. Our 95,000 alumni are teachers, nurses, entrepreneurs, and leaders in their communities and their fields.

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