Customer Service Contact Center Representative - Full-Time - Marple Campus
Delaware County Community College - Marple, PA

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Interested candidates should apply online at www.dccc.edu or send electronically only (in MS Word or PDF format), a cover letter, complete and current resume and a list of three references (including current immediate supervisor) to Connie L. McCalla, Vice President, Human Resources, Delaware County Community College, 901 South Media Line Road, Media, PA 19063, hr@dccc.edu.
Salary: 08SS - $13.73/hr

The ideal candidate must have a High School Diploma or GED; Associate or Bachelor’s degree preferred; Effective verbal communication skills, including use of voice to convey warmth and genuine concern for the individual making the contact; Desire to work in a fast paced, high call volume environment; Ability to remain calm and professional in situations where the other party becomes distraught, abusive or frustrated; Intermediate skill level with Word and Excel, PowerPoint and Reporting skills preferred; Experience updating a Wiki or Website preferred; Ability to sit for extended periods of time; Ability to learn and use computer resources to perform job responsibilities; Ability to train Customer Service and System updates to a small team, a plus; Prior customer service experience, especially in a contact center, strongly preferred; Work experience in a college setting desirable; Flexible to the changing needs of the Customer Service department; Bi-lingual individual a plus.

Description Delaware County Community College invites applications for a full-time Customer Service Contact Center Representative in our Contact Center.

This position functions as a member of a team of customer service representatives in the Contact Center to provide quality information and assistance to individuals inquiring about the College and its programs and services. Central to the position is the goal of satisfactorily meeting customer needs through timely and accurate information dissemination and service, supporting our mission of access to the communities we serve and laying the foundation for student success among those who enroll at the College.

Primary responsibilities include but not limited to a cquiring knowledge about the College’s programs and services and answers to frequently asked questions regarding key services such as Admissions, Registration, Financial Aid, Continuing Education, Cashiering and Payment Plans, and others as they emerge. Due to the high volume of inquiries, there is an emphasis on obtaining a more in-depth knowledge of Financial Aid; effectively using tools such as the College’s web site, Contact Center Manual, Catalog and other publications to remain current and accurately respond to inquiries; apprising the Director of any gaps in information discovered when handling an inquiry; maintaining a calm, friendly and diplomatic demeanor when handling contacts, especially when dealing with difficult people and complex issues such as financial aid awards; when appropriate, ensuring that contact information is entered into Banner for prospective students, either through direct data entry or collection of data for later entry; employing customer service protocols developed for Customer Service Contact Center representatives to ensure the highest level of professional service and maximize opportunities for gathering data to measure effectiveness; providing ongoing feedback to the Director so adjustments to the system and operation can be made quickly to meet customer service needs, especially during peak periods; participating in periodic customer service training and team meetings to share current customer service trends, FAQs and issues that can be used to inform team members, update materials and improve overall performance; creating and updating procedures to support the contact center operation; other duties that may be assigned.

Effective July 1, 2013, Delaware County Community College will be a smoke-free environment.

DCCC is an equal opportunity employer.

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