3 Contact Center Agent Jobs in Corsicana, TX
Navarro College is Hiring a Contact Center Agent Near Corsicana, TX
POSITION PURPOSE:
The Contact Center Agent is a high profile, front line position at Navarro College that provides exceptional customer service regarding support services. These services are primarily delivered over the phone, via text and e-mail. This includes providing guidance and solutions to general inquiries, and support services to the Navarro College admissions functions.
GENERAL DUTIES AND RESPONSIBILITIES:
- Provide customer-centered, exceptional customer service.
- Work as a team and provide support and communication to colleagues.
- Maintain current knowledge of enrollment functions including application process for admissions and financial aid, academic programs, and paperwork needed to support applications.
- Call and provide prospective students with guidance on completing admission, financial aid, and other related enrollment paperwork by assessing needs.
- Assist students in using the College website and Student Portal to answer general questions, locate forms, complete admission applications, complete the Free Application for Federal Student Aid (FAFSA), access WebAdvisor and other related sites such as Canvas, Office 365, and student email accounts.
- Provide technical support and solve the basic and routine user hardware and software problems or questions including system access (login), desktop computer hardware and software and enterprise system software.
- Assist the Contact Center Manager in training and supervising seasonal operators and work-study students.
- Establish priorities on Contact Center tickets based on established Contact Center and departmental guidelines and procedures. Properly documents problem tickets to online Contact Center System and follows up and communicates ticket information to users when appropriate.
- Respond to Contact Center tickets and answer enrollment calls, returning voicemail and email messages as quickly as possible.
- Escalates and/or transfer tickets to appropriate part for resolution when resolution is beyond the scope of the Contact Center.
- Assist with various recruitment and outreach campaigns by contacting students via email and phone.
- Prepare all types of out-going student communications for Enrollment Management.
- Maintain confidentiality of student records by following FERPA regulations, carefully monitoring student records at the workstation for security, and properly storing all student records.
- Maintain sensitivity, understanding and respect for a diverse academic environment, inclusive of students, faculty, and staff of varying social, economic, cultural, ideological, and ethnic backgrounds.
- Perform other duties as assigned which supports the mission and initiatives of the College.
- Customer service work experience with a demonstrated concern for and delivery of exceptional customer support. Preferred experience with financial aid, admissions, IT or other related student services area within a higher education setting.
- Ability to work in a fast-paced, evolving work environment with many interruptions.
- Ability to diagnose end-user issues for resolution or escalation.
- Strong problem-solving and troubleshooting skills.
- Ability to learn new technology and understand similarities and key differences.
- Skilled at explaining technical subjects to non-technical, as well as technical customers.
- Ability to prioritize tasks to be completed in the short-term.
- Ability to understand and follow standard operating procedures, as well as Contact Center and departmental guidelines and operating procedures.
- Ability to communicate effectively, clearly, and concisely, both orally and in writing, with all levels of the college community, including the ability to exercise patience, tact, and good judgment in dealing with end users.
- Strong knowledge of the English language with ability to speak clearly and effectively.
- Ability to learn and to keep current on the college facilities, departments, and activities to provide effective Contact Center services.
- Good working knowledge of the policies and procedures employed throughout the College.
Required:
- High School diploma or equivalent.
- Two (2) years proven customer service experience.
- Associate's Degree.
- Experience in application software troubleshooting and repair.
- Bilingual in the English and Spanish language.
- Variances from regular working hours may be necessary to fulfill the responsibilities of the position. May include weekends, holidays and working when other college departments may be closed during peak times.
- Busy working environment with numerous interruptions.
- Must pass a background check due to the sensitivity of system access granted to perform duties.
Job Summary
Full Time
$35k-46k (estimate)
06/25/2024
07/11/2024
navarrocollege.edu
KERENS, TX
25 - 50
1946
<$5M
Related Companies
About Navarro College
Established in 1946, Navarro College is a community college with specific campuses and centers located in Corsicana, Mexia, Midlothian, and Waxahachie.
The following is the career advancement route for Contact Center Agent positions, which can be used as a reference in future career path planning. As a Contact Center Agent, it can be promoted into senior positions as a Contact Center Supervisor that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Contact Center Agent. You can explore the career advancement for a Contact Center Agent below and select your interested title to get hiring information.
If you are interested in becoming a Contact Center Agent, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Contact Center Agent for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Contact Center Agent job description and responsibilities
Contact center agents may handle anything from simple account questions and bill payments, to pre-sales questions, account closures, and complaints.
01/19/2022: Sioux City, IA
Agents are responsible for making outbound calls to set appointments and gather survey data.
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From enhancing the customer experience to up-selling and cross-selling, contact center agents can serve several functions as an extension of customer support or customer service operations.
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Take care of customer's concerns and empathize with what the customer could be experiencing.
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Answers routine call inquiries regarding the company product and service information by following standard scripts and procedures. Researches and resolves complaints to ensure customer retention and satisfaction.
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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Contact Center Agent jobs
Contact center agents who can remain positive with a frustrated customer can help add to a positive experience by making the client feel validated and heard rather than rushed and unimportant.
02/27/2022: Bergenfield, NJ
To be an outstanding contact centers agent, move away from word-for-word scripts and adapt to a more flexible model.
02/25/2022: Saginaw, MI
Agents should enjoy teamwork and demonstrate qualities like assertiveness and sociability.
03/10/2022: Asheville, NC
Agents have to be flexible and act fast, as sometimes they might encounter unexpected roadblocks.
02/05/2022: Dayton, OH
Consistently attend to trainings, listen carefully to quality and coaching.
03/28/2022: Santa Maria, CA
Step 3: View the best colleges and universities for Contact Center Agent.
