What are the responsibilities and job description for the Call Center Representative position at CSU Fullerton Auxiliary Services Corporation (ASC)?
Under the direction of the Regional SBDC Director, the Associate Regional Director, and the Intake Manager the Call Center Representative will conduct inbound and outbound service calls, provide a high-level of customer service and document details of all calls and customer interactions in the SBDC CRM System.
*Please be aware that funding for this position is awarded through a Grant/Contract over a specified period. Employment for this position beyond current Grant/Contract funding is contingent upon continued funding.
- Maintain MIS and EDMIS System and act as technical support for Centers.
- Serve as the primary point of contact for customers, demonstrating a deep commitment to delivering exceptional service.
- Engage with callers in a courteous, empathetic, and professional manner, actively listening to their needs and concerns.
- Provide accurate, comprehensive, and timely information to clients regarding our services, policies, and procedures.
- Effectively address and resolve client inquiries, ensuring their understanding and satisfaction.
- Maintain records of all client interactions, ensuring data accuracy and completeness.
- Ensure consistency and compliance in all interactions to maintain service standards.
- Manage call volume efficiently by striving to meet or exceed productivity targets.
- Handle calls promptly, minimizing wait times for customers while maintaining service quality.
- Foster a collaborative and supportive team environment by sharing knowledge, assisting colleagues, and contributing to the overall success of the call center.
- Communicate effectively, in writing, verbally, and via telephone, with all levels of personnel and clients.
- Fulfills requests by clarifying desired information, scheduling appointments, and forwarding other service requests.
- Rescheduling or canceling meetings in a timeous manner.
- Collaborate with the intake manager and other team members to improve customer service and handle high call volumes (e.g., 30-50 calls per day).
- Gather relevant data from clients, encompassing details such as addresses, contact numbers, business status particulars, and demographic information.
- Other duties as assigned.
- Call center or customer service experience
- Excellent written and oral communication
- Ability to learn new network program and service offerings quickly and discuss options and features in detail
- Ability to independently handle multiple work unit priorities and projects
- Ability to troubleshoot most office administration problems and respond to all inquiries and requests related to work area
- Effective and polite communication skills
- Ability to work with computers and enter data quickly and accurately
EDUCATION:
- Minimum High School Diploma or equivalent
PHYSICAL DEMANDS:
Prolonged sitting in front of computer. Walking, talking, hearing, pulling, bending, may carry up to 25 pounds of objects/material, not exposed to extreme noise level, use hands to finger, handle, or feel, reach with hands or arms, stoop, kneel, taste or smell.
APPLICATION PROCEDURE:
CSU Fullerton, Auxiliary Services Corporation (ASC) is committed with Diversity, Equity, and Inclusion (DEI) practice. This means hiring diverse talent and ensuring employees understand and respect differences around us. ASC is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.
If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at (657) 278-4117.
A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered a position with the ASC. Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current ASC employees who apply for the position.
Salary : $17 - $22
