Call Center Representative, Full Time

About the role

As an associate for a certified Great Place to Work, you will join a collaborative, student-centric culture valuing academic integrity, mutual respect, student learning, service, responsiveness, innovation, diversity, and stewardship. You will guide students to do more than change their own lives – you will help change the lives of every patient they care for throughout their career.

Responsibilities

• Answer a high volume of inbound calls/outbound dials and provide outstanding customer service to prospective students, fellow co-workers, and executives.
• Receive and screen inbound calls for both American Career College and West Coast University.
• Route them to appropriate departments or individuals at the campuses, take detailed/accurate messages and forward accordingly.
• Follow scripts based on call and provide information to prospective students in response to inquiries; perform data entry of personal information (name, address, source, email, phone number, etc.), transfer calls to the Admissions team member and assign the CRM record/information to the advisor based on rotation.
• Be responsible for outbound calls for, both, American Career College and West Coast University using a Telephone Automatic dialing system to all web/affiliate inquiries that inquire via the internet. Follow script and schedule Info-Sessions and/or appointments for prospective students to visit the campus.
• Take appropriate information for Career Service Employer calls. Transfer calls to program specialist accordingly or take detailed messages and forward.
• Monitor multiple queues throughout the day and review the invalid inquiries or inquiries that have been returned to queue.

Requirements

• Minimum 2 years’ experience preferred.
• Customer Service experience.
• A minimum of one to two years’ experience as a Call Center, Customer Service Representative, receptionist, or office related position.
• Experience with handling a high volume of telephone calls with courtesy, speed, and accuracy.
• Telephone Auto Dialing System experience preferred.

Education

• High School Graduate or equivalent required.