Inbound Technician 2 (Internal only)

About the role

This position provides support to current and prospective students by answering questions and providing assistance regarding the admissions process, student fee and tuition structure, online and in-person orientation, transfer of credits, residency, various enrollment options, placement testing, ACT/SAT scores, academic advising, career advising, campus locations and the general catalog. This is a fully remote position with scheduled meetings and retreats taking place on campus throughout the year. The shift is aimed to be a morning to mid shift, with hours between 7:30am-5:30pm.

Responsibilities

• Assist students with academic course exploration, sequencing, scheduling, class selection, and website navigation (including MySLCC and other College electronic resources).
• Refer prospective students to appropriate Student Services, Academic, or Administrative departments.
• Provide accurate, courteous, and timely support to current students contacting the College via all appropriate channels (including but not limited to telephone, mail, email, and online chat).
• Explain grading criteria and support students regarding the processes of adding, dropping, auditing, and withdrawing from classes.
• Explain transcript ordering and graduation processes to current and former students.
• Refer students to appropriate Student Services, Academic, or Administrative departments.
• Proactively research changes within other departments and programs at the College and share information with colleagues to maintain the most up to date reference materials and directory information.
• Work side by side with new employees while training and allowing them to listen into calls.
• Other duties as assigned.

Qualifications

• High school diploma or equivalent required.
• Zero (0) to Three (3) years of full-time customer service experience required. Trade off 1:1 in experience/education requirement.

Skills

• Superior customer relation skills.
• Professional telephone etiquette.
• Exceptional organizational skills and problem-solving skills.
• Demonstrated ability to multi-task.
• Solid knowledge of College organization and campuses.
• Type 30+ wpm.
• Proficient in Microsoft Office, Excel, and Outlook.
• Flexibility to adjust schedules for busy periods.
• Ability to communicate effectively with a broad range of people with a variety of abilities and backgrounds, to maintain good working relationships across the College.
• Ability to work with all groups from a variety of academic, socioeconomic, cultural, and ethnic backgrounds, and with community college students, faculty, and staff, including those with disabilities.

Preferred Qualifications

• Bilingual (Spanish) preferred.

Applicants must be authorized to work in the United States. All employees are expected to maintain a permanent residence within the State of Utah as a condition of employment. New employees must provide a valid Utah residential address within 30 days of their start date.