Call Center Agent

Call Center Agent - Carolina University

Job Title: Call Center Agent

Location: Carolina University

Compensation Range: $35,000 - $45,000

Employment Type: Full-Time

Carolina University is seeking motivated and customer-focused individuals to join our team as Call Center Agent as a member of our university call center, you will serve as the first point of contact for current and prospective students, parents, alumni, and members of the community. You’ll provide outstanding customer service by answering questions, resolving concerns, sharing accurate information about university services, and following up on leads generated by marketing campaigns. This role offers a unique opportunity to support the university’s mission by helping people navigate the educational experience.

Key Responsibilities:

• Respond promptly to inbound inquiries via phone, email, and chat, ensuring a high level of professionalism and courtesy.
• Answer questions regarding admissions, financial aid, enrollment, academic programs, campus events, and other university-related topics.
• Resolve issues or direct calls to the appropriate department or specialist.
• Maintain accurate records of all interactions using university call center systems and software.
• Stay informed about university policies, updates, and resources to provide accurate and timely information.
• Assist with outbound calls, including event reminders, application follow-ups, or surveys, as needed.
• Contribute to team goals for call quality, response time, and customer satisfaction.
• Uphold confidentiality and adhere to all university policies and regulations.
• Education, Skills, and Qualifications:

Education:

• Bachelor’s degree (minimum requirement) in a related field (e.g., Communications, Business, or a similar discipline).
• Skills and Qualifications:
• Strong verbal and written communication skills, with a focus on clear, concise, and professional interactions.
• Excellent interpersonal skills and a friendly, patient demeanor, even in challenging situations.
• Ability to handle high call volumes efficiently while maintaining accuracy and quality of service.
• Proficiency with computer applications, including word processing, spreadsheet software, and customer relationship management (CRM) tools.
• Experience with call center telephony systems and/or knowledge of basic troubleshooting techniques.
• Strong problem-solving skills and a detail-oriented approach to managing customer inquiries.
• Previous customer service or call center experience is preferred but not required.
• A genuine interest in helping others and providing exceptional service.
• Flexibility to adapt to changing procedures, new technologies, and varying workloads.
• Ability to work independently and as part of a collaborative team.
• Ability to work with student workers as part of a team.

Schedule:

Monday - Friday / 8:00 AM – 5:00 PM.

Benefits:

• Health, dental, and vision insurance.
• 401(k) plan with employer matching.
• Paid time off (PTO) and holidays.
• Employee Discount
• Professional development opportunities.

Carolina University does not discriminate on the basis of race, color, sex, or national origin in staff employment practices. However, as a Christian organization, the University employs those who are Christ-centered and agree to follow the Carolina University Code of Conduct

Job Type: Full-time

Pay: $35,000.00 - $45,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Application Question(s):

• Our mission statement is: We are a Christ-centered University committed to student success. Are you able to support and uphold the Christian values and mission of our institution?

Education:

• Bachelor's (Preferred)

Ability to Commute:

• Winston Salem, NC 27101 (Required)

Ability to Relocate:

• Winston Salem, NC 27101: Relocate before starting work (Required)

Work Location: In person

Salary : $35,000 - $45,000