10 days old

Contact Center Agent II

San Jacinto College
Houston, TX 77049
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San Jacinto College

Equal Opportunity Statement: The San Jacinto College District is committed to equal opportunity for all students, employees, and applicants without regard to race, creed, color, national origin, citizenship status, age, disability, pregnancy, religion, gender, sexual orientation, gender expression or identity, genetic information, marital status, or veteran status in accordance with applicable federal and state laws.

Contact Center Agent II - North Campus

PRIMARY FUNCTION: Assist callers to the Contact Center (CC)

Essential Job Functions:
  • Responds to inquiries via telephone and email that include the following information:
    • Admissions application process
    • Transcript process handling
    • College testing process
    • New student orientation
    • Student account status, payment application and account hold information
    • Financial Aid application process (FAFSA), including Federal Aid regulations
    • Document verification process
    • Payment plan options and refunds
    • Academic date information, such as registration deadlines, application deadlines, financial aid deadlines
    • Course program information and descriptions
  • Completes call logs and call reports to capture call resolution notes and information that needs to be forwarded to additional departments for further resolution.
  • Uses College ERP system to research and transmit confidential student information to properly identified student callers. Use of College account security application to reset passwords upon verified requests.
  • Transfers telephone calls and forward emails accurately to internal departments upon request. Identify and escalate priority issues or tier II calls and transfer to appropriate personnel for resolution.
  • Review call center metrics to compare individual performance with team benchmarks, including Average Answer Time, Average Talk Time and Average Ring Time.

Additional Job Functions:
  • Mentors CC I agents regarding advanced call handling and resolution. Ensure proper handling of calls that need to be escalated to CC II agents for timely resolution.
  • Assists with in-house training of Meador temps and part-time staff. Reviews FERPA, Financial Aid regulations, student confidentiality and changes to internal departmental business process changes.

Knowledge, Skills and Abilities:
  • Ability to demonstrate the College values
  • A proven track record of effectively interacting with a diverse constituency group of people
  • Ability to comprehend complex information and explain it to prospective and current students
  • Knowledge of the operations of a community college and the enrollment process
  • Strong interpersonal skills, outstanding customer services skills, ability to work with multiple projects within deadlines
  • Ability to review student records and make decision for connections to complete student applications and registration process
  • Assist with document preparation and assigned adjustments to students records
  • Accountable for call quality, attendance, and adherence to work schedule results
  • Ability to perform heavy phone and computer usage
  • Effective communication skills to include: active listening, voice quality, grammar, articulacy, strong interpersonal skills, multi-tasking ability, conflict resolution and telephone etiquette skills
  • Ability to tactfully discuss and successfully resolve caller issues that are escalated by Contact Center Agent I
  • Banner knowledge preferred
  • Campus department and process knowledge

Required Education:
  • High school diploma or equivalent

Preferred Education:
  • Associate degree from an accredited institution

Required Experience:
  • Three years of call center experience

Preferred Experience:
  • One year of higher education call center experience

Bilingual Applicants are encouraged to apply.

Note: This position has opportunity for limited remote work arrangements with appropriate approvals and in accordance with the policies, procedures, and needs of the College.

Salary Grade: 16

Salary is based on the Board-approved salary schedule for the current fiscal year. See Salary Schedule

Requisition Number: req3384

Posting Close Date: 10/22/2021


Posted: 2021-10-05 Expires: 2021-11-06

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Contact Center Agent II

San Jacinto College
Houston, TX 77049

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