Contact Center Associate

SUMMARY

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.

This position reports to the Director of Student Services Operations. RESPONSIBILITIES

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.

WHAT YOU NEED TO SUCCEED IN THE POSITION

Required:

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

OR

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

Plus

• 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.

SUPPLEMENTAL INFORMATION

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
  

GuideNot ApplicableActivity is not applicable to this occupationOccasionallyOccupation required this activity up to 33% of the time (0 - 2.5+ hrs/day)FrequentlyOccupation required this activity from 33% - 66%% of the time (2.5 - 5.5+ hrs/day)ContinuouslyOccupation required this activity more than 66% of the time (5.5+ hrs/day)Physical Demands
Physical DemandsFrequency
Lift/CarryFrequencySittingContinuously
0 - 10 lbsFrequentlyStandingOccasionally
11 - 20 lbsOccasionallyWalkingOccasionally
21 - 50 lbsNot ApplicableReaching OverheadOccasionally
51 - 100 lbsNot ApplicableReaching at or Below Shoulder LevelFrequently
Over 100 lbsNot ApplicableKeyboardingContinuously


StoopingOccasionally
Push / PullYes / NoCrouchingOccasionally
12 lbs or lessOccasionallyKneelingNot Applicable
13 - 25 lbsNot ApplicableCrawlingNot Applicable
26 - 40 lbsNot ApplicableClimbing Ramps or StairsOccasionally
41 - 100 lbsNot ApplicableClimbing Ladders, Ropes or ScaffoldingNot Applicable
Over 100 lbsNot ApplicableDrivingNot Applicable


Traveling (overnight stay(s))Occasionally
Hearing RequirementYes / NoCommunicating VerballyFrequently
One-on-one (in person)YesFar Visual Acuity: clarity to see 20' or moreOccasionally
Group or conference (in person)YesNear Visual Acuity: clarity to see 20' or lessContinuously
TelephoneYes


Other SoundsYesEnvironmental ConditionsWorking ConditionsFrequency
Noise Intensity LevelFrequencyHumidity: non-weather relatedNot Applicable
QuietOccasionallyExtreme Cold: non-weather relatedNot Applicable
ModerateFrequentlyExtreme Hot: non-weather relatedNot Applicable
LoudOccasionallyWorking OutdoorsNot Applicable
Very LoudNot ApplicableWetness: contact with water or other liquidsNot Applicable


Working ConditionsWorking ConditionsFrequency
Working ConditionsFrequencyWorking in Close Proximity to OthersContinuously
Working interruptionsFrequentlyOpen Work SpaceContinuously
Stressful situationsOccasionallyWorking in a confined spaceFrequently
Exposure to offensive odorsNot ApplicableExposure to a computer screen Continuously
Required uniform supplied by departmentNot Applicable

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.

Gateway Technical College is an operating under an Affirmative Action Plan. Reasonable accommodations and auxiliary aids will be provided for qualified individuals with disabilities. If you have a disability and need special accommodation for the application process, please contact the Office for Equal Opportunity and Civil Rights at compliance@gtc.edu or 262-564-3062. Women and minorities are encouraged to apply.

Your safety while employed at Gateway Technical College is one of our top priorities, so we encourage you to read our (click the link for the full report). This report is published in compliance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act) and the Violence Against Women Act. This report includes crime statistics, institutional policies on campus security and safety, alcohol and drug use, crime prevention, the reporting of crimes or incidents, sexual misconduct, and other important matters. Please feel free to email or call 262-564-3062 to request a hard copy of the report.