Contact Center Student Ambassador

Under limited supervision, the Contact Center Student Ambassador works closely with the Manager, Contact Center Operations and Senior Director, Contact Operations to receive inbound calls and chats and make outbound calls supporting various initiatives at Broward College. The position focuses on student retention and collaboration with partners across the College to share student information for further support. Ambassadors ensure adherence to established business processes and policies, abide by FERPA regulations, and provide high-quality service to students and the public.

Responsibilities

• Answer general questions about degree, non-degree, and certificate options.
• Provide detailed information on how to successfully complete applications and assist with removing holds such as residency and transcript requirements.
• Ask qualifying questions to gather student information.
• Conduct outreach to inactive students who have not registered for an upcoming term.
• Provide solutions for missing financial aid documents and/or financial aid concerns.
• Confirm student satisfaction with current students.
• Daily 30% - Support the Contact Center by making 40 or more outbound dials for call campaigns focused on retention and financial aid completion for current and upcoming terms. Assist students with missing financial aid documents, reengage inactive students, and conduct satisfaction checks.
• Daily 20% - Support the Contact Center by receiving 10 or more inbound calls and/or chats, providing Broward College student information including program and application requirements.
• Daily 20% - Recognize, define, and provide solutions to student inquiries regarding applications, financial aid, service indicators (holds on student accounts), and program requirements.
• Daily 10% - Gather student information to share with departments across the College to best support student inquiries.
• Daily 10% - Use Blackboard SmartView to understand and evaluate Knowledge Based Articles to assist students. Document detailed notes during and after each call.
• Daily 5% - Collaborate with supervisor for escalations and additional support needed.
• Other 5% - Perform related duties as assigned.

Requirements

• Minimum Education: Associate's Degree; an equivalent combination of experience and education may be considered.
• Minimum Experience/Training: Three to five years of related experience.
• In-depth knowledge and understanding of higher education policies and practices, including FERPA regulations.
• General understanding of the external environment and how it affects academia.
• Strong customer service background.
• Experience in higher education preferred.
• Ability to partner with others across the College and externally to exchange information, collaborate on projects, and share resources.
• Ability to understand and provide solutions to student issues.
• Proficiency with technology including Microsoft Office, Blackboard, Softphone software, and other CRM database systems.

Benefits

• Affordable high-quality healthcare insurance (Medical, Dental & Vision).
• Retirement options – Florida Retirement System (FRS) Pension Plan or the FRS Investment Plan.
• Wellness Program.
• Vacation/Paid Time Off.
• Winter and Spring Break off.
• Paid Parental Leave.
• Tuition Assistance and Tuition Reimbursement for employees and family members.

Pay

$36,800-$43,240 (Salary commensurate with education and experience).

Schedule

• Full-time, regular position.
• Work Schedule: Monday-Friday/Weekends/Varies.
• Hours Per Week: 40.

This position allows eligible veterans and their spouses to claim Veterans’ Preference pursuant to Florida Statute 295. Certain servicemembers may be eligible to receive waivers for postsecondary educational requirements in employment by the state and its political subdivisions.