Specialist, Call Center

Responsibilities

The Specialist, Call Center provides exemplary service to all current and prospective students in a fast-paced, high-volume call center setting. Serves as the first and primary point of contact for all in-bound and out-bound communication interactions, answers phone calls, responds to inquiries and concerns, and cultivates a student’s sense of belonging with the college. Educates, informs, assists, and responds to student questions pertaining to the college, provides referral resources to specific departments, and pro-actively connects students to information and resources to ensure their academic progression.

Essential Functions

• Serves as the first point of contact to current and prospective students on a wide range of services on all programs and courses offered by the college.
• Answers inbound calls and manages out-bound communication efforts to ensure a seamless student experience from inquiry through graduation.
• Educates current and prospective students regarding appropriate services throughout the enrollment process, including admissions, placement testing, applying for financial aid, advising, and registration.
• Supports students in completing steps to enroll and refers students to academic departments and support services including tutoring, counseling, services for students with disabilities, veteran’s affairs, and career development.
• Collaborates across all divisions of the college to ensure the accuracy and timeliness of student information.
• Collaborates on pro-active communication campaigns that provide students with strategic information and methodologies that foster their sense of belonging to the college.
• Assists with resolution of student challenges in a holistic, positive manner and ensures students are aware of the needed information and resources that support their success.
• Coordinates communication through multiple technology modalities, such as EAB Navigate, Canvas, and PeopleSoft to support student achievement, retention, and completion of their academic goals.
• Performs other duties as may be required or assigned.

Required Qualifications

• Graduation from an accredited high school or possession of an acceptable equivalency diploma.
• One year of volunteer or professional experience in an office environment, customer service, call center, or working with students, which could include work study, or student employee.

Desired Qualifications

• Work experience in a community college or university setting.
• Experience in a call center.

Knowledge, Skills & Abilities

• Strong service excellence skills and the ability to provide excellent customer service.
• Ability to use technology components, such as EAB Navigate, Canvas, and PeopleSoft to support student success.
• Ability to work in a flexible and fast-paced environment, exercising good judgment and discretion.
• Excellent Microsoft Office 365 skills (Outlook, Word, Excel) and the ability to become proficient in videoconferencing applications, including Teams/Zoom.
• Strong problem-solving and critical thinking skills.
• Excellent verbal, written, and interpersonal communication skills.
• Committed to working in a multicultural environment.
• Ability to exhibit a professional, courteous demeanor.

WORK ENVIRONMENT And SPECIAL CONSIDERATIONS

• Works inside an office environment.
• Flexible hours/days.

This description in no way states or implies that these are the only duties to be performed by the employee occupying this position. The employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.

This position is eligible for Veteran’s Preference.

Pay Benefits And Work Schedule

This is a pool position. Applications remain active for one academic year and are reviewed on an ongoing basis as hiring needs arise. Candidates selected for an interview will be contacted.

Are you ready to grow your career in a diverse learning environment and make an impact in changing the lives of our students? Seminole State College of Florida has a great opportunity to join our growing team of diverse faculty and staff!

Qualifications

We offer competitive pay with a beginning salary of $30,116 commensurate with education and experience exceed the required qualifications, plus an attractive including:

• Flexible work options with a 37.5 hour work week and generous paid time off (holidays, annual and sick leave, and College Breaks)
• A variety of paid health and life insurance coverages
• Wellness incentives and free gym membership at the Raider Fitness Center
• FRS retirement and other options
• Professional Development and Paid Tuition
• Free on campus parking

Conditions of Employment

Finalists and individuals recommended for employment at Seminole State College must reside in the State of Florida at the time of hire and may be subject to background investigations and fingerprinting in compliance with Florida Statute 1001.64; and Seminole State College Policy 1.020; 2.020. Criminal background checks and fingerprinting will be conducted for all new employees, and for rehired employees who have had a break in service for one year or more. The Office of Human Resources will determine which background checks shall be conducted for each position, based upon its review of job descriptions and the responsibilities of the position. These include, but are not limited to, positions that have access to money, master keys, security-sensitive areas and confidential information; positions that have the capability to create, delete, and alter records; and positions that are responsible for the care and instruction of children. The College will conduct various types of background checks which may include, but are not limited to: criminal background, credit check, driver's license check, previous employment and references.

How To Apply

Applicants must complete the entire online application and include work history even if attaching a resume.

Required

REQUIRED DOCUMENTS (To ensure full consideration all of the following documents must be attached to the application prior to the closing date):

• Resume
• Cover Letter
• Transcripts showing the date of degree conferral; this applies to Seminole State College employees as well as external candidates (unofficial copies accepted for application purposes). Please note: Official Transcripts are REQUIRED upon hire.
• Letters of recommendation are strongly encouraged.

To Attach Additional Documents

• From the , scroll to the bottom and click on Employment
• Under For Job Seekers, click on Complete or Review an Existing Application
• Select either Sign In with existing username and password or New User to create an account
• Click on My Job Applications to view applied jobs, resumes and attachments
• Click on the + under My Cover Letters and Attachments to attach documents.

Equal Employment Opportunity

Seminole State College is an equal opportunity employer and strictly prohibits discrimination on the basis of race, color, religion, pregnancy, national origin, ethnicity, age, sex, gender, veterans’ or military status, disability, sexual orientation, genetic information, marital status, or any other factor protected under applicable federal, state, and local laws, rules, and regulations in its programs, activities, and employment.

Other Information

VETERANS' PREFERENCE

Seminole State College of Florida adheres to Florida’s Veteran’s Preference laws by providing preference in hiring to covered job applicants. Moreover, in recognition of the valuable contributions made by veterans, the College also considers any applicant’s military service background when filling job positions not covered by Veteran’s Preference laws.

To claim Veteran's Preference for eligible positions, a copy of your DD-214 form, Certificate of Release or Discharge from Active Duty must be uploaded and attached to your application to claim Veterans' Preference.

Holders Of Degrees From Institutions Outside The Usa

Individuals who have completed college or university course work at an institution in a country other than the United States are required to obtain a complete evaluation of foreign transcripts and degrees. Foreign transcripts should be evaluated by one of the organizations approved by the National Association of Credential Evaluation Services.

This evaluation must be submitted at the time of application. We recommend World Education Services at P.O. Box 5087, Bowling Green Station, New York, NY 10274-5087, telephone (212) 966-6311 or email address www.wes.org. The interview process may be delayed until such a review has been completed.