Call Center Technician

Call Center TechnicianExplore a World of Opportunity with the State of Georgia! Georgia State Government is a large enterprise, composed of various agencies and entities with a common goal to improve the lives of Georgia's more than 10 million citizens! Join Team Georgia and impact lives everyday while receiving a robust benefits package designed for every stage of your career!Job Title: Call Center TechnicianNumber of Openings: 1Shift: Day (United States of America)Compensation Details: $35,000/YEARMinimum Qualifications: High school diploma or equivalent and minimum of one (1) year of customer service experience.Preferred Qualifications: Experience in a call center or higher education setting; Experience answering multi-line phone systems; Knowledge of BANNER and CRM platforms; Must have data entry skills and be able to work flexible hours; Strong organization skills and attention to detail; ability to manage multiple priorities in a fast-paced environment.Responsibilities: The Call Center Representative at Southern Crescent Technical College (SCTC) serves as the primary point of contact for prospective and current students, delivering exceptional customer service and accurate information to support enrollment and student success. Keeps abreast of first line questions/answers from major departments. Provides information by phone and/or written responses to emails, texts campaigns, and CRM's. Providing information and directions to callers and visitors, supporting department staff and functions including data entry, processing documents, and more. This position manages a high volume of inbound and outbound communication and plays a critical role in assisting the college's clients and enhancing the customer experience.Customer RelationsRespond to inbound calls in a professional, courteous, and student-focused mannerProvide accurate information regarding SCTC admissions requirements, financial aid, advisement/registration, and academic programsTake customer calls and provide accurate, satisfactory answers to their queries and concernsProvides information by text, phone, and written correspondence to interested parties regarding enrollment stepsDe-escalate situations involving dissatisfied customers, offering patient assistance and support and improving customer experienceGuide callers through troubleshooting, navigating the company site or using the products or servicesRoutes calls appropriately and maintains a copy of the directory listing for collegeAccurately documenting call details and updating customer records as directed in CRMData & Process ManagementManage incoming phone calls, creating plans to make sure all are addressedUtilize SCTC systems (e.g., Banner or CRM tools) to document student interactions and maintain accurate recordsMaintain up-to-date knowledge of SCTC policies, procedures, and important deadlinesReview customer accounts and provide first level updates if possible based on FERPA guidelines and Technical College System of Georgia (TCSG) policiesMeet established performance metrics, including call volume, response time, and quality standardsAdministrative OperationsSupport enrollment initiatives, recruitment campaigns, and student engagement effortsTrack and follow up on student inquiries to ensure timely processingCollaboration & SupportDirect complex or specialized inquiries to appropriate departments.Work collaboratively with college staff and other departments to support student success and enrollment goalsOther duties as assigned.Competencies:Attention to detail and organizational skillsExcellent interpersonal and communication skillsStrong customer service orientation with a commitment to student successDecision making and problem-solving skillsOral and written communication skillsSkill in the operation of computers and job-related software programsSkill and ability to perform complex and varied duties in an efficient and confidential mannerSalary: Salary commensurate with education and work experience. Benefits include paid state holidays, paid annual and sick leave, and the State of Georgia Flexible Benefits Program.Special Notes: It shall be a condition of employment to submit to a background investigation. Offers of employment shall be conditional pending the result of the background investigation. Federal Law requires ID and eligibility verification prior to employment. All male U.S. citizens, and male aliens living in the U.S., who are ages 18 through 25, are required to register for the military draft and must present proof of Selective Service Registration upon employment. Applicants who need special assistance may request assistance by phoning View phone number on click.appcast.io. Only those who are interviewed will be notified of the status of the position. Candidates must successfully complete a criminal background investigation and motor vehicle screening.Minimum Qualifications: High school diploma or equivalent and six (6) months of related work experience.Equal Employment Opportunity EmployerThe State of Georgia does not discriminate based on race, color, national origin, sex, religion, age, disability, or other protected categories in employment or the provision of services. Qualified applicants may request reasonable accommodation when needed during the application and/or screening process by contacting the appropriate agency Human Resources department.