Customer Service Assistant - Call Center Apply
Employment Terms: This job is a full-time, benefited, FLSA non-exempt, position in the Student Affairs Division that reports to the Call Center Manager. This positions primary location will be the Lawrenceville Campus.
Salary: $37,000/yr
Schedule: Monday Thursday 8am 6pm and Friday 8am 4pm
Minimum Qualifications (Job Code 60825 Category 1):
High school diploma or equivalent.
Preferred Qualifications:
In addition to the minimum qualifications, a two-year degree from a technical college. One to two years of experience in a face to face customer service environment, including professional receptionist or office experience and computer literacy in English. Ability to follow oral and written instructions quickly and accurately. Possess ability to communicate with students from culturally diverse backgrounds. Knowledge of Microsoft word and ability to learn additional software packages. Willing to adjust hours during peak times.
Job Description Summary:
Under general supervision, assists customers with inquiries and when necessary, directs incoming calls or walk-ins to the appropriate department. Performs clerical duties such as typing, scheduling students for various campus events, researching the students enrollment status, responding to student inquiries via telephone and email, responsible for outgoing mail, and entering prospective student information in an enrollment management system.
Duties/Responsibilities
Percentage of Time
1. Operates a multi-line telephone console for a technical college in order to relay incoming calls.
1. Answers the telephone in a courteous and timely manner.
2.Attentively listens and notes callers' questions and requests.
3.Uses sound judgment and knowledge of the technical college, operations and procedures to appropriately respond to callers' questions and requests.
4. Records messages accurately and legibly according to established practices.
5.Forwards messages to appropriate parties in a timely manner.
75%
2. Responds to current and prospective students via
chat.
1. Acknowledges and responds to all guests in a timely and courteous manner.
2. Maintains a calm and professional demeanor at all times.
3. Determines the nature of the business and assists guests accordingly by providing appropriate information or directing guests to other personnel. Facilitates miscellaneous requests.
5%
3. Responds to current and prospective students via email.
1. Appropriately retrieves/receives, opens, screens, and/or distributes incoming e-mail to faculty and staff in a timely manner.
2. Prepares and sends outgoing documents and other materials according to established guidelines or as instructed.
3. Prepares, sends and/or relays in a timely manner communications via e-mail, according to applicable guidelines and formats.
5%
4. Performs clerical duties such as filing and typing.
1. Observes all confidentiality requirements according to state rules & regulations
2. Accurately types, proofreads and corrects letters, forms and other documents.
3. Accurately enters prospective student information into the enrollment management system.
5%
5. Displays a high level of effort and commitment to performing work; operates effectively within the organizational structure; demonstrates trustworthiness and responsible behavior.
1. Demonstrates eagerness to learn and assume responsibility; seeks out and accepts increased responsibility; displays a \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\"can do\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\" approach to work.
2. Shows persistence and seeks alternatives when obstacles arise; seeks alternative solutions; does things before being asked or forced to by events.
3. Works within the system in a resourceful manner to accomplish reasonable work goals; shows flexibility in response to process change and adapts to and accommodates new methods and procedures.
4. Accepts direction and feedback from supervisors and follows through appropriately.
5. Treats customers with respect, courtesy and tact; listens to customer and interacts with customer as a person while maintaining business relationship
5%
6. Performs other duties as assigned in the fulfillment of the needs, philosophy, and purpose of Gwinnett Technical College.
5%
Physical Demands:
Frequency
(N)Never, (O)Occasionally or (C)Constantly
Requires operation, access, or control of financial resources.
N
Requires having a P-Card.
N
Driving is a responsibility of this position.
N
This position will have direct interaction or care of children under the age of 18 or direct patient care.
N
This position will have Security Access (e.g., public safety, IT security, personnel records, patient records, or access to chemicals and medications).
N
This position is a stationary position, often standing or sitting for prolonged periods with or without reasonable accommodation.
C
This position requires moving about to accomplish tasks or moving from one worksite to another with or without reasonable accommodation.
O
This position requires the ability to adjust or move objects up to 15 pounds in all directions with or without reasonable accommodation.
O
This position requires the ability to repeat motions that may include the wrists, hands and/or fingers with or without reasonable accommodation.
C
This position requires the ability to operate machinery and/or power tools with or without reasonable accommodation.
N
Operating motor vehicles or heavy equipment with or without reasonable accommodation.
N
Noisy environments.
N
Medium work that includes moving objects up to 50 pounds with or without reasonable accommodation.
N
Light work that includes moving objects up to 20 pounds with or without reasonable accommodation.
N
Heavy work that includes moving objects up to 100 pounds or more with or without reasonable accommodation.
N
Work in outdoor elements such as precipitation and wind.
N
Assessing the accuracy, neatness and thoroughness of the work assigned.
C
The Technical College System of Georgia and its constituent Technical Colleges do not discriminate on the basis of race, color, creed, national or ethnic origin, sex, religion, disability, age, political affiliation or belief, genetic information, disabled veteran, veteran of the Vietnam Era, spouse of military member or citizenship status (except in those special circumstances permitted or mandated by law). This nondiscrimination policy encompasses the operation of all technical college-administered programs, programs financed by the federal government including any Workforce Innovation and Opportunity Act (WIOA) Title I financed programs, educational programs and activities, including admissions, scholarships and loans , student life, and athletics. It also encompasses the recruitment and employment of personnel and contracting for goods and services.
The Technical College System and Technical Colleges shall promote the realization of equal opportunity through a positive continuing program of specific practices designed to ensure the full realization of equal opportunity. The following person has been designated to handle inquiries regarding the nondiscrimination policies: Lisa Richardson (LRichardson@GwinnettTech.edu), Title IX and Section 504 Director 5150 Sugarloaf Parkway, Building 100/A, Room 407, Lawrenceville, GA 30043, 678-226-6691.
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