Part-Time Specialist III, Call Center

Job Description The PT Specialist III, Call Center provides student support, processes inbound calls, and acts as the initial point of contact for level 1 support calls. This position also provides suggestions for knowledge base updates and collaborates with other Call Center personnel to improve operations and exceed customer expectations. The Call Center is designed to receive inbound calls from students, community members and employees needing help with issues such as Financial Aid, Admissions, Advising, Business Office/Bursar/payments and related student needs. The Specialist assists students in processes and activities related to student services and student records, as well as assisting other callers with their specific needs. Essential Job Functions Provides general campus information and answers caller questions via phone. Functions as first response access point for all students, providing information, direction and instructions to students on enrollment, registration, admission applications, student records access and account status and related materials. Resolves level 1 calls and level 1 escalations for student records support, refers level 2 adjustments and corrections to Call Center Manager or appropriate Student Success or Business Office personnel for resolution. Achieves high level of first call resolution. Responsible for accurate documentation and assignment for issues that must be routed back to various campus departments or functional teams for resolution. Possesses knowledge of PeopleSoft Campus Solutions (iStar) student records and LSC student portal, myLoneStar.edu. Technical expertise in student self-service modules to deliver support and resolve student issues. Responds actively and sensitively to customer issues and inquiries. Actively participates in training sessions. Responsible for other reasonable, related duties as assigned. Knowledge, Skills, and Abilities Ability to work a flexible schedule. Commitment to customer service. Ability to work effectively with a wide variety of students from various socioeconomic and ethnic backgrounds. Strong internet research skills. Physical Abilities The work is sedentary. The employee typically sits comfortably while performing the work. There may be some walking, standing, bending, carrying of light items, or driving an automobile. No special physical demands are required. Work Schedule and Conditions Equipment used includes a PC workstation running on a LAN in a Microsoft Windows environment, calculator, phone and other general office equipment. Interfaces with internal and external contacts as needed to carry out the functions of the position. Work is performed in a climate-controlled office with minimal exposure to safety hazards. Schedule varies Monday through Saturday (includes evening hours) up to 19.5 hours per week. Required Qualifications High school diploma or GED and at least 3 years of related work experience, or an equivalent combination of education and experience. Preferred Qualifications Some college hours. Experience working in PeopleSoft Campus Solutions (iStar) student records. Experience and knowledge of Microsoft Office (Word, Excel, PowerPoint and Outlook). Salary Hourly Pay Rate is $15.60 per hour. Benefits Offers tuition waiver, participation in a tax‑deferred retirement plan, and other benefits. Legal Notices Lone Star College is an EEO Employer. All positions are subject to a criminal background check. #J-18808-Ljbffr The Chronicle of Higher Education