Contact Center Student Ambassador

Contact Center Student Ambassador

Under limited supervision, provides feedback to the associates for the interactions that are scored. This position supports the Contact Center to ensure that the associates are providing the highest quality service to students, providers and the general public. Responsible for monitoring and scoring phone calls, live chat, and email support to ensure that quality standards are met. Works with members of the Contact Center teams as necessary to follow-up on positive and negative feedback and identify opportunities for improvement based on root cause analysis. Creates and provides reports to outline the amount of calls scored, total scored per individual results as well as results by team and the overall department.

Minimum Education: Associate's Degree; An equivalent combination of experience and education may be considered. Minimum Experience/Training: Three to five years of related experience.

Essential Functions:

• Daily 30% - Supports the Contact Center and engage in 40 or more outbound dials for call campaigns focused on retention and financial aid completion for current and upcoming terms. Support students regarding missing financial aid documents for verification, reengagement of inactive students to assist with registration, and satisfaction checks for current students.
• Daily 20% - Support the Contact Center by receiving 10 or more inbound calls and/or chats supporting general inquires by providing Broward College student information including program and application requirements.
• Daily 20% - Recognize, define, and provide solutions to student inquires with applications, financial aid, service indicators (holds on student accounts), and program requirements.
• Daily 10% - Gather student information to be shared with departments across the College to best support a student inquiry.
• Daily 10% - Work with Blackboard SmartView to understand and evaluate Knowledge Based Articles to successfully assist students. Document detailed notes during and after each call.
• Daily 5% - Collaborates with supervisor for escalations and additional support needed.
• Other 5% - Perform related duties as assigned.

Knowledge, Skills and Abilities:

• Models inclusive excellence that support the College's goals in providing accurate programmatic and financial aid communication to current and inquiring students.
• In depth knowledge and understanding of higher education policies and practices including FERPA regulations.
• General understanding of external environment and how it affects academia.
• Strong customer service background. Experience in higher education preferred.
• Ability to partner with others across the College and externally to exchange information, collaborate on projects, share resources, etc.
• Ability to understand and provide solutions to student issues.
• Proficiency with technology including but not limited to Microsoft Office and Blackboard, Softphone software, and other CRM database systems.

Our Culture At Broward College, our leaders embody a culture of competence, care, character, composure, and courage. We prioritize serving each other and our students through high-quality guidance, mutual respect, resilience, and fair, thoughtful decision-making, all while upholding the values of integrity, transparency, and honesty.

Broward College offers an exceptional benefits package, including, but not limited to:

• Affordable High Quality Healthcare Insurance (Medical, Dental & Vision)
• Retirement Options Florida Retirement System (FRS) Pension Plan or the FRS Investment Plan
• Wellness Program
• Vacation/Paid Time Off
• Winter and Spring Break Off
• Paid Parental Leave
• Tuition Assistance and Tuition Reimbursement are available to employees and family members