Contact Center Associate

This is a Second Shift Opportunity M-Th: 9:30am-6:15pm, F: 7:30am-4:15pm

The Contact Center Associate provides accurate information and expert connections to customers who contact the college through virtual means including phone, email, video phone, video conferencing or IM/Chat. This position demonstrates a high level of knowledge and understanding of Student Services and Enrollment Management information and processes. Contact Center Associates utilize problem-solving skills, excellent customer service, and diplomatic, confidential and professional communication skills.

1. Assist customers with inquiries from initial point of contact to issue resolution or referral.

2. Provide high level and accurate information regarding college processes, procedures and resources.

3. Conduct transactions in accordance with the general operating procedures related primarily to Admissions, Testing, Student Records and Registration, Financial Aid, and Student Accounts.

4. The ability to respond to inquiries in a timely, consistent, professional and positive manner.

5. The ability to work collaboratively and collegially with staff and colleagues.

6. The knowledge of, or willingness to learn and effectively utilize, Gateway's Student Information System, communication systems and technologies to perform daily tasks.

7. Provide support for recruitment and retention activities/events.

8. Other duties as assigned.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Required:

• Technical Diploma and two years experience in call center environment or front line customer service

• Three years of experience in call center environment or front line customer service

• Experience in data entry and payment processing

Other Knowledge, Skills and Abilities:

• Ability to follow set processes/procedures.

• Ability to problem solve.

• Ability to prioritize position responsibilities.

• Excellent verbal and written communication skills essential.

• Excellent organizational and interpersonal skills essential.

• Must be a team player with creativity, patience and perseverance.

• Must be able to work well under pressure.

• Must possess strong diplomacy skills and the ability to make sound judgments.

• Ability to work positively in a demanding, high volume, fast-paced, team-oriented student service environment both independently, as well as collaboratively.

• Basic understanding of and knowledge of college resources for students.

Candidates must be legally authorized to work in the United States on a permanent basis. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available.

DIVISION/LOCATION: Student Services/Kenosha

COMP GRADE: E

FLSA DESIGNATION: Non-Exempt

CONDITIONS OF EMPLOYMENT:

• Candidates must be legally authorized to work in the United States on a permanent basis. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available.
• Employment is contingent upon an acceptable background
• Flexibility is needed to accommodate day, evening and weekend business needs
  

Gateway will not discriminate against any employee, applicant for employment, student, or applicant for admission based on race, color, national origin, ancestry, sex, sexual orientation, creed, religion, political affiliation, marital status, parental status, pregnancy, disability, age, membership in any reserve component of the armed forces, union affiliation, arrest and conviction record, or any other protected category under applicable local, state or federal law.