Information Center Representative
Community College of Philadelphia, Phila, PA, United States
Information Center Representative
Under the supervision of the Associate Director, Customer Service and Retention, the Information Center Representative position provides tactical, administrative, and operational support in the College's Contact Center. Primary responsibilities include providing outstanding customer service via electronic communications, in-person, and/or telephone (inbound and outbound) in a timely, professional and efficient manner; assisting callers by providing general College information; scheduling placement tests and registration sessions; researching and resolving issues, or escalating complex issues, as needed.
Provides quality customer service, information, and assistance to prospective students and other members of the College community regarding the various steps involved in the admissions and enrollment process, redirecting to other College offices as needed. Assists incoming students with navigating the website, applying to the College, scheduling placement tests, and attending registration sessions using Banner, MyCCP and the customer relationship management (CRM) system. Resolves basic questions and/or problems regarding admissions, financial aid, registration, and academic support services. Provides excellent customer service over telephone, in person, and via electronic communications through active listening, verifying instructions, and asking questions to clarify understanding and seeking additional clarification as needed. Assists with outgoing phone calling projects to include appointment reminders and recruitment/enrollment campaigns and follows up on escalated or research related issues. Assists the Manager in data collection needed to evaluate the current state of doing business by offering recommendations to improve the operation of the Information Center. Adheres to established benchmarks for calls answered compared to calls presented. Conducts telephone and email follow-up, in a professional manner, with incoming students through information received from inquiry and applicant pools. Performs assigned duties in a manner consistent with the mission, goals, and core values of the College. Maintains sensitivity, understanding and respect for a diverse academic environment, inclusive of students, faculty and staff of varying social, economic, cultural, ideological and ethnic backgrounds. Perform other duties as assigned.
A high school diploma or GED required; Any and all degree(s) must be from an accredited institution of higher learning. One (1) year of work experience in a call center, help desk, or information center required. Ability to work in a quality-controlled, performance-measured work environment required. Demonstrated ability to handle multiple tasks simultaneously required. Ability to communicate well both verbally and in writing required. Ability to give and receive feedback in a constructive manner required. Demonstrated ability to handle conflict situations in a calm, courteous manner required. Demonstrated ability to adapt to a rapidly changing environment required. Demonstrated ability to provide excellent customer service to a diverse community of internal and external stakeholders (e.g. students, parents, faculty, and community partners) by effectively using cross-cultural skills and abilities required.
Associates degree preferred. One (1) year of face-to-face customer service experience preferred. Related work experience providing customer service to students in a higher education setting via telephone, electronic communications and face to face strongly preferred. Bilingual or multilingual capabilities strongly preferred. Proficiency using an enterprise-wide system (i.e. Ellucian Banner), a customer relationship management (CRM) system, MS Word and MS Excel preferred.
Under the supervision of the Associate Director, Customer Service and Retention, the Information Center Representative position provides tactical, administrative, and operational support in the College's Contact Center. Primary responsibilities include providing outstanding customer service via electronic communications, in-person, and/or telephone (inbound and outbound) in a timely, professional and efficient manner; assisting callers by providing general College information; scheduling placement tests and registration sessions; researching and resolving issues, or escalating complex issues, as needed.
Provides quality customer service, information, and assistance to prospective students and other members of the College community regarding the various steps involved in the admissions and enrollment process, redirecting to other College offices as needed. Assists incoming students with navigating the website, applying to the College, scheduling placement tests, and attending registration sessions using Banner, MyCCP and the customer relationship management (CRM) system. Resolves basic questions and/or problems regarding admissions, financial aid, registration, and academic support services. Provides excellent customer service over telephone, in person, and via electronic communications through active listening, verifying instructions, and asking questions to clarify understanding and seeking additional clarification as needed. Assists with outgoing phone calling projects to include appointment reminders and recruitment/enrollment campaigns and follows up on escalated or research related issues. Assists the Manager in data collection needed to evaluate the current state of doing business by offering recommendations to improve the operation of the Information Center. Adheres to established benchmarks for calls answered compared to calls presented. Conducts telephone and email follow-up, in a professional manner, with incoming students through information received from inquiry and applicant pools. Performs assigned duties in a manner consistent with the mission, goals, and core values of the College. Maintains sensitivity, understanding and respect for a diverse academic environment, inclusive of students, faculty and staff of varying social, economic, cultural, ideological and ethnic backgrounds. Perform other duties as assigned.
A high school diploma or GED required; Any and all degree(s) must be from an accredited institution of higher learning. One (1) year of work experience in a call center, help desk, or information center required. Ability to work in a quality-controlled, performance-measured work environment required. Demonstrated ability to handle multiple tasks simultaneously required. Ability to communicate well both verbally and in writing required. Ability to give and receive feedback in a constructive manner required. Demonstrated ability to handle conflict situations in a calm, courteous manner required. Demonstrated ability to adapt to a rapidly changing environment required. Demonstrated ability to provide excellent customer service to a diverse community of internal and external stakeholders (e.g. students, parents, faculty, and community partners) by effectively using cross-cultural skills and abilities required.
Associates degree preferred. One (1) year of face-to-face customer service experience preferred. Related work experience providing customer service to students in a higher education setting via telephone, electronic communications and face to face strongly preferred. Bilingual or multilingual capabilities strongly preferred. Proficiency using an enterprise-wide system (i.e. Ellucian Banner), a customer relationship management (CRM) system, MS Word and MS Excel preferred.