Call Center Technician

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Job Title:  

Call Center Technician

Job Requisition ID:

JR0000002444

Number of Openings:

1

Shift:

Day (United States of America)

Compensation Details:

$35,000/YEAR

Job Description:

MINIMUM QUALIFICATIONS: High school diploma or equivalent *and* Minimum of one (1) year of customer service experience.

PREFERRED QUALIFICATIONS: (In addition to the minimum qualifications) Experience in a call center or higher education setting; Experience answering multi-line phone systems; Knowledge of BANNER and CRM platforms; Must have data entry skills and be able to work flexible hours; Strong organization skills and attention to detail; ability to manage multiple priorities in a fast-paced environment.

RESPONSIBILITIES: The Call Center Representative at Southern Crescent Technical College (SCTC) serves as the primary point of contact for prospective and current students, delivering exceptional customer service and accurate information to support enrollment and student success. Keeps abreast of first line questions/answers from major departments. Provides information by phone and/or written responses to emails, texts campaigns, and CRM’s. Providing information and directions to callers and visitors, supporting department staff and functions including data entry, processing documents, and more. This position manages a high volume of inbound and outbound communication and plays a critical role in assisting the college’s clients and enhancing the customer experience.

Customer Relations

• Respond to inbound calls in a professional, courteous, and student-focused manner
• Provide accurate information regarding SCTC admissions requirements, financial aid, advisement/registration, and academic programs
• Take customer calls and provide accurate, satisfactory answers to their queries and concerns
• Provides information by text, phone, and written correspondence to interested parties regarding enrollment steps
• De-escalate situations involving dissatisfied customers, offering patient assistance and support and improving customer experience
• Guide callers through troubleshooting, navigating the company site or using the products or services
• Routes calls appropriately and maintains a copy of the directory listing for college
• Accurately documenting call details and updating customer records as directed in CRM

Data & Process Management

• Manage incoming phone calls, creating plans to make sure all are addressed
• Utilize SCTC systems (e.g., Banner or CRM tools) to document student interactions and maintain accurate records
• Maintain up-to-date knowledge of SCTC policies, procedures, and important deadlines
• Review customer accounts and provide first level updates if possible based on FERPA guidelines and Technical College System of Georgia (TCSG) policies
• Meet established performance metrics, including call volume, response time, and quality standards

Administrative Operations

• Support enrollment initiatives, recruitment campaigns, and student engagement efforts
• Track and follow up on student inquiries to ensure timely processing

Collaboration & Support

• Direct complex or specialized inquiries to appropriate departments.
• Work collaboratively with college staff and other departments to support student success and enrollment goals
• Other duties as assigned.

COMPETENCIES:

• Attention to detail and organizational skills
• Excellent interpersonal and communication skills
• Strong customer service orientation with a commitment to student success
• Decision making and problem-solving skills
• Oral and written communication skills
• Skill in the operation of computers and job-related software programs
• Skill and ability to perform complex and varied duties in an efficient and confidential manner

SALARY: Salary commensurate with education and work experience. Benefits include paid state holidays, paid annual and sick leave, and the State of Georgia Flexible Benefits Program.

SPECIAL NOTES: It shall be a condition of employment to submit to a background investigation. Offers of employment shall be conditional pending the result of the background investigation. Federal Law requires ID and eligibility verification prior to employment. All male U.S. citizens, and male aliens living in the U.S., who are ages 18 through 25, are required to register for the military draft and must present proof of Selective Service Registration upon employment. Applicants who need special assistance may request assistance by phoning (770) 229-3454. Only those who are interviewed will be notified of the status of the position. Candidates must successfully complete a criminal background investigation and motor vehicle screening.

Minimum Qualifications:

High school diploma or equivalent *and* Six (6) months of related work experience.

Equal Employment Opportunity Employer

The State of Georgia does not discriminate based on race, color, national origin, sex, religion, age, disability, or other protected categories in employment or the provision of services.
Qualified applicants may request reasonable accommodation when needed during the application and/or screening process by contacting the appropriate agency Human Resources department.