Job Details
Description
Responsibilities:
- Answers incoming phone calls from clients, members, subscribers, or the public.
- Responds to questions directly within the scope of the position.
- Routes calls to the appropriate person if necessary.
- Counsels clients or other callers who are upset or have urgent concerns.
- Ensure callers have been provided with all necessary paperwork and instructions.
- Solicits information necessary to respond appropriately or route caller.
- Performs lookups or extracts records from information system or other files.
- Educates callers about available services, products, or benefits.
- Oversees service schedules. Ensures estimates and other information given to the public are current.
Qualifications & Competencies:
- High school diploma or equivalent.
- 1-2 years Call Center Experience
- Excellent Data Entry skills/- 45-55 wpm minimum
- Must be computer literate and internet savvy
- Exceptional written communication skills; and high-quality standard in grammar, punctuation, and written business acumen
- Excellent oral communication skills: clear diction, tone, and use of proper grammar
- Ability to deliver quality customer service in a high-volume environment
- Ability to advise and counsel students in a quick and efficient manner
- Ability to multitask by reading, typing, and navigating through applications while speaking with customers
- Empathetic and active listening
- Positive outlook and enthusiastic attitude
- Conscientious team player
- Must be flexible and be ready to work in a dynamic shift environment- weekends and evening shifts may be required
- Dependable, a history of good attendance and punctuality is essential
Technology Requirements:
Minimum PC Requirements
CPU Speed
- Dual Core 1.2 GHz or better
- Intel Core i3 or AMD Ryzen 3 or better
Hard Drive
- 40 GB or more of available space
- 100 GB or more of total space
Memory
- 8 GB of RAM or better
Operating System
- Windows 10 or 11 (No Macs or Chromebooks)
- Information on how to upgrade to Windows 10 Professional can be found here: https://support.microsoft.com/en-us/help/12384/windows-10-upgrading-home-to-pro
- Two (2) available USB 2.0 or greater ports
Minimum Monitor and Accessory Requirements
Dual Monitors
- 1280 x 1024 (SXGA) screen resolution
- 1920 x 1080 (Full HD or 1080p)
USB Headset with Microphone
- JPL TT3 Evo Binaural Headset (Headband + Boom) with Tough Case and JPL BL-053+P JPL USB 2.0 universal bottom lead with volume and mute function
Camera
- Integrated or USB Camera
Minimum Software Requirements
Google Chrome**
- Latest version of Google Chrome for Windows
**Certain client programs may require specific versions of Microsoft Internet Explorer
Minimum Internet Connectivity Requirements
Standard Connection / Speed
- Hard-wired connection (no wireless)
- Minimum 45 MBPS download / Minimum 10 MBPS upload
- Internet connection must not be shared with more than 3 devices in the same location
Maximum Latency Threshold
- 120 milliseconds (ms)