Regional Resource Center - Team Leader
Ivy Tech Community College - Indianapolis, IN

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Hiring Range:
$27,500 - $29,500

Job Type

H: Full-Time Hourly

Campus

Indianapolis

Department

181 Regional Resource Center

Human Resources Contact:
Job Summary/Basic Function

The primary function of this position is to assist the Assistant Director oversee the daily activities, performance and direction of the Regional Resource Center. Also assists persons inside and outside the college to obtain accurate and timely information regarding Admissions, Financial Aid, Bursar, Registrar, and general college information via telephone, email and web chat. This position takes inbound calls, web chats, and makes outbound calls as scheduled to monitor and follow up with prospective students and applicants as well as other selected populations. This position requires excellent customer service, telephone, and computer skills; ability to research and resolve student and employee related issues.

Duties/Responsibilities

Customer Service: *Provide strong customer service and/or student advocacy as demonstrated through a positive attitude of approachability, adaptability, strong problem solving and desire to identify and support student success. *Engage in behaviors that create an inclusive environment in which all people are valued and supported. *Does not stop with the first or easiest answer to a customer, but gets to the root cause of the problem, question, or issue to solve it as quickly and professionally as possible. *Conduct training sessions to help improve overall performance *Ability to mentor and coach the Regional Resource Center staff on proper customer service, phone and etiquette procedures Knowledge Management: *Provide appropriate information regarding the Admissions, Registration, Financial Aid, and Bursar and general college information to the community, students, faculty and staff. *Respond to student services questions received via web chat and the telephone; triage calls to efficiently transfer calls to appropriate office, department or personnel. *Respond to emails in the general Admissions email account and answer and/or manage appropriately. *Assist with inquiry fulfillment, application package creation, and materials inventory maintenance. Information Management and Technical Support: *Utilize SIS, CRM and Banner to provide accurate and timely information *Perform such duties as updating the knowledge database and Regional Resource Center intranet website, and the regional website as directed by the Assistant Director. *Assist the Assistant Director in obtaining and maintaining accurate information from college departments. *Perform data entry of prospective students in CRM and Banner using information gathered via telephone, web chat, email, web inquiry, and recruiter generated lead cards. *Define, understand and use SIS, CRM and Banner screens as necessary. *Exhibit proficiency in Microsoft CRM, Outlook, Word, Excel, and the use of the internet as a research tool. Inbound / Outbound Calling: *Take inbound calls and web chats as necessary *Perform outbound calling to prospective students, applicants, and other targeted populations as assigned by the Assistant Director. Additional Responsibilities: *Help track employee attendance *Training and supervising is required *Assist in resolution of student and employee issues *Coaching and development of Regional Resource Center staff *Conduct quality assurance silent monitoring to ensure quality standards are met * Ensure employees are following policies and procedures * Help manage the inbound call and web chat queues to ensure performance goal are met * Department Scheduling *Act as a Liaison for the Regional Resource Center to improve communication amongst other departments *Generate performance reports *Assigned special projects Knowledge, Skills, Abilities: *Excellent written and verbal communications * Be able to identify or acknowledge departmental needs, research and report viable options, prepare documents, expedite processing, track and verify processes and follow up without direct supervision * Ability to set priorities, manage time effectively, handle multiple responsibilities simultaneously, and demonstrate the ability to work with a diverse student population * Strong customer service orientation * Strong organizational skills and attention to detail. * Must type minimum of 40 wpm The above list of duties is not to be construed as an exhaustive list. Other duties logically associated with the position may be assigned. All responsibilities will be conducted within the parameters of the Family Educational Rights and Privacy Act (FERPA).

Duties/Responsibilities

Minimum Qualifications

Preferred Qualifications

Other Requirements:
Work Hours

Must be available to work between the hours of: Monday - Thursday 8:00 a.m. - 7:00 p.m. Friday 8:00 a.m. - 5:00 p.m. Saturday 9:00 a.m. - 12:00 p.m.

Posting Date

02-19-2013

Closing Date

03-05-2013

Required Applicant Documents

Resume Cover Letter

Optional Applicant Documents

Special Instructions to Applicants

Quicklink for Posting

jobs.ivytech.edu/applicants/Central?quickFind=60685

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About Us: Ivy Tech is the largest singly accredited community college system in the nation serving the entire state of Indiana with 31...