Senior Contact Center Representative

Position Status: Non-exempt

Work Hours:  Mon–Fri. Ability to work some evenings and Saturdays; Secondary holidays may be a scheduled work day.

Reports To: Contact Center Leader

Location: The role is performed onsite in Orchard Park, NY.  A hybrid work schedule may become available with tenure and performance.

Position Summary:

The Senior Contact Center Representative position supports college-wide enrollment efforts by providing a high volume of recruitment related call support to prospective students. The Senior Qualification Center position is responsible to assist in improving the overall lead to transfer conversion, generating lead bank opportunities & supporting and representing the College brand by means of exemplary customer service.  It’s best suited to someone who prefers a fast-paced environment, adapts to change and seeks to actively develop new skills.

Essential Duties and Responsibilities:

1. Productivity: Call, contact and connect prospective students to one of the Bryant & Stratton College admissions offices via warm phone transfer. Coordinate all necessary internal resources/personnel to improve lead contact & conversion results via phone, chat & email within a call center environment.  Maintain 1 transfer per hour.
2. Conversion: Meet or exceed established phone and conversion goals for each session/semester, including Close %.
3. Documentation: Capture and record lead/marketing data across multiple systems both timely and accurately.  Assist with CRM & Five9 list management, including extracting, formatting and uploading lead data.  Maintain and distribute updated reference materials for new and existing team members.
4. Persuasion: Deliver prepared scripting to potential students, using persuasion and relationship building skills to encourage persistence through the enrollment process.  Assist with training and the continuous development of new employees.  Assist with the delivery and management of new process changes and acts as a support network for peers.
5. Time Management: Provide students and inbound callers with a world-class student experience by effectively managing time. Manage Online transfer overflow including setting appointments, conducting interviews, email follow up, CRM updates and relaying student information to Admissions.

Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Qualifications:

• Bachelor’s degree
• 1-3 years customer service or sales experience
• Internet savvy with knowledge of Microsoft Office product, including Outlook
• High degree of resolving issues over the phone and ability to build rapport

Preferred qualifications:

• Experience:  3-5 years call center and sales experience

Salary: 

$43,500 per year ($20.91 -per hour)

This position is eligible for overtime.

Please note that the compensation information is a good faith estimate of the base pay for this position. Information about the total compensation package for this position will be provided during the interview process.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. Bryant & Stratton College is an Equal Opportunity Employer.

Salary : $43,500