Customer Service Representative - Call Center (Part - Time)

Call Center Support

Milwaukee Area Technical College (MATC) is Wisconsin's largest and most diverse technical college, offering 170+ high-quality programs that connect students to a career in as little as one to two years. The college also offers a less expensive path to a four-year degree. MATC is transforming lives, industry and our community by preparing students today for the careers of tomorrow. Together, we are meeting the needs of the community we share and are focused on students with the greatest needs. We are seeking passionate individuals to join our team who shares the same passion in serving this purpose. Under the Supervisor, Call Center, supports the Call Center team to assist prospective and continuing students in the enrollment and retention process. Assists faculty, staff and general public on admissions and program questions. Ensures accuracy and completeness of student data information and provides data online support including resolution and application completion. Work is cross-functional and diverse in nature. Supervision received is general in nature using established procedures and general objectives.

Characteristic Duties and Responsibilities

• Responds to incoming questions and inquiries primarily by phone providing technical information that requires knowledge of Student Services procedures; exercises discretion in determining information to be released.
• Explains and provides assistance in the enrollment process including admissions, financial aid, counseling and advising, and registration.
• Makes outbound calls to prospective students, applicants, and current students regarding admissions, recruitment, financial aid, and registration.
• Gathers and/or provides factual information, maintains records, and interprets data requiring reference to a variety of sources; prepares and maintains complex statistical reports including designing formats for tables, charts and graphs; conducts needed special studies to report recommendations.
• Determines and resolves caller needs with the application process.
• Provides client feedback reports to management.
• Verifies admissions information for accuracy and completeness.
• Works as an effective cross functional team member.
• Identifies and refers students to support services available at MATC and community-based organizations; offers solutions to current students that promotes student retention.
• Contacts departments/offices across the college to research answers for student questions; avoids transferring calls or sending students to other offices.
• Assists with New Student Orientation, Quick Start and Promise Student Workshop.
• Provides job training and assistance to colleagues and subordinates on records management process.
• Serves as replacement for the Welcome Center.
• Performs other related duties as required for the efficient operations of the division.

Qualifications

Required Education : Associate degree in Business, Communication or related field required Required Experience : Two (2) years of experience in customer service and/or call center; or any combination of experience and training which would provide the necessary knowledge, skills, and abilities. Competencies:

• Cultivates innovation
• Optimizes work processes
• Ensures accountability
• Collaborates
• Interpersonal savvy
• Communicates effectively
• Instills trust
• Customer focus
• Action oriented
• Values differences
• Self-development
• Compassion

• Requires knowledge of district policies and procedures; ability to interpret and communicate admissions, financial aid, registration processes and COSMO software application.
• Knowledge and proficiency in the use of computers, spreadsheets, multiple communication platforms and software with the ability to perform functions including creating documents and spreadsheets, correcting and proofing, storing and filing text, recalling and retrieving text, printing; and using special features as communications; merging, reformatting, major editing, and revisions.
• Organizational and coordinating skills, the ability to multi-task and handle multiple priorities and changes with professionalism.
• Ability to understand and follow oral and written instructions.
• Ability to utilize excellent customer service skills in order to establish and maintain effective working relationships with MATC staff, faculty, students, representatives from outside agencies, business community and the general public.
• Demonstrated ability to work effectively with people of diverse backgrounds and promote a positive working environment.
• Ability to establish and maintain effective working relationships with other employees, students and school personnel.
• Ability to communicate effectively through both oral and written means.
• Self-starter with the ability to work independently, and as a team member.
• Performs highly complex clerical duties requiring a thorough knowledge of the student services division and student services student data bases.
• Requires the ability to effectively communicate with students, staff and the general public by telephone and to handle problems tactfully, especially in situations of conflict.
• Must be able to project a professional image through phone interaction.
• Ability to problem solve by questioning, organizing, researching, analyzing, processing and interpreting complex information.
• Ability to multitask while working in a challenging, high volume environment, meet deadlines, and deal with difficult situations.
• Ability to make independent decisions.
• Ability to demonstrate good judgment and leverages past experience to plan and accomplish goals
• Ability to work effectively under pressure while maintaining a pleasant and professional demeanor.
• Ability to keyboard or type accurately while creating a student's academic record and/or entering information into student's academic records.
• Ability to keep complex records to assemble and organize data, and to prepare reports from such records.
• Ability to organize, direct, and review the work of a small staff of clerical employees.
• Ability to access and disseminate information using computers and proficient knowledge of Microsoft Office Suite.

Supplemental Information

Start Date: This position supports the Call Center and is available immediately. Hours: This position is a part-time, 19 hours per week

Work Schedule: Monday - 9:15 a.m. - 12:15 p.m. Tuesday - Friday - 9:15 a.m. - 1:15 p.m. Location : Based out of our Milwaukee Downtown Campus Compensation: Salary pay rates are listed up to the midpoint of the range and placement is determined based on years of experience, internal salary equity, and a review of the applicant's employment and educational background as listed on the job application.

Application Materials & Requirements: Please follow these steps. 1. Complete the Employment Application in its Entirety You must provide thorough and detailed information for all sections of the application form. An incomplete application will not be considered or reviewed. 2. Attach All Required Documents (At Time of Application)

• Resume

EEO: Milwaukee Area Technical College will not discriminate against any employee, applicant for employment, student, or applicant for admission on the basis of race, color, national origin, ancestry, sex, sexual orientation, creed, religion, political affiliation, marital status, parental status, pregnancy, disability, age, membership in any reserve component of the armed forces, union affiliation, arrest and conviction record, or any other protected category under applicable local, state or federal law.

Reasonable accommodations will be provided for qualified individuals with disabilities. If you have a disability and need special accommodation for the application process, please contact our office at View phone number on click.appcast.io (Wisconsin Relay System: 711) or email View email address on click.appcast.io .