Contact Center Representative

About Our Client

The organization operates in the education sector, supporting multiple brands, verticals, departments, and partnered schools. It addresses the challenge of providing comprehensive customer service and support across various communication platforms to students and customers involved in educational programs.

About the Opportunity

The Contact Center Representative role serves as a frontline position delivering prompt and exceptional customer service. This position is responsible for managing inbound and outbound communications across multiple channels, ensuring that students and customers are connected to the appropriate departments or programs. The role contributes to maintaining high service quality by meeting key performance indicators and supporting continuous improvement through training and coaching.

Responsibilities

• Obtain and verify customer information to support inquiries.
• Complete transactions and accurately enter data into systems.
• Document all customer interactions and actions taken.
• Schedule appointments for admissions representatives with prospective students.
• Respond to customer requests across outbound and inbound calls, email, and other channels.
• Assist students with password resets using internal tools.
• Assess customer needs and recommend appropriate next steps.
• Collaborate with leadership, admissions staff, peers, students, and prospective students.
• Handle escalated calls and direct to appropriate contacts.
• Provide detailed support for prospective enrollees across specific business units.
• Support new hires during training through job shadowing and observation.
• Maintain a Quality Assurance score of 80% or higher on evaluated calls.
• Assist Help Desk with basic troubleshooting.
• Perform additional duties as assigned.

Requirements

• A High School Diploma or equivalent.
• Experience working with customers.
• PREFERRED: Associate’s Degree.
• PREFERRED: 1-3 years of customer service or contact center experience.

Pay Range and Compensation Package

The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.