Response Center Agent

Title: Response Center Agent

Department: Response Center

Campus Location: Arnold/Main Campus

Salary Range: $41,468-$51,835

Work Mode: This position requires some regular in-person presence on campus or at alternative locations, depending on business needs of the office.

Hours Per Week:40 -10:00 am-6:00 pm

Work Schedule:

Position Type:Full-Time Staff, Non-Exempt

Position Summary

The Response Center Agent provides comprehensive customer service in person and via telephone, mail, chat and email. The Response Center Agent is responsible for responding to inquires and providing general assistance in admissions, records and registration, academic advising, general college information, off-campus locations, continuing education and financial aid to students, faculty and staff promptly, courteously and accurately. The Response Center Agent is responsible for maintaining and growing their knowledge about the college as a whole and each department we assist directly. Responsible for maintaining FERPA and red flags procedures via email, phone, in person and chat.

Anne Arundel Community College (AACC) is committed to enriching the educational experience it offers through the diversity of its faculty, administrators, and staff members. The college seeks to recruit and support a broadly diverse team who will contribute to the college's excellence, diversity of viewpoints and experiences, embrace concepts of equity and inclusiveness, and support the equal rights of all people by advancing the understanding and appreciation of differences including age, race, gender, ability, religious convictions, socio-economic status, ethnic heritage, or sexual orientation.

While we appreciate your interest in employment with Anne Arundel Community College, applicants must be currently authorized to work in the U.S. on a full-time basis. Employment-based visa sponsorship (including H-1B sponsorship) is not available for any position.

Pay dates occur on the 7th and 22nd of each month. If those dates fall on a weekend, the pay date occurs on the Friday prior to the 7th and 22nd. As an employee of the college, you are eligible for a comprehensivebenefits package.

In the best interest of the College, only individuals who are residents of Maryland or one of the following states will be eligible for employment at the college: Delaware, Pennsylvania, Virginia, West Virginia or the District of Columbia. The college will annually review this restriction and, if appropriate, expand the list of states of employment eligibility

Job Duties and Responsibilities

Transact business with the college on behalf of the caller as appropriate, using a full array of college information systems over the phones. Confirm status of in-process transactions for customers, such as transcript requests, financial aid status or registration over the phone. Assist students in making academic advising appointments. Participate in training and meet call standards, goals and metrics.

Use available databases to retrieve and disseminate needed information, provide accurate and timely information regarding Records and Registration, Academic Advising, Admissions, Continuing Education, Financial Aid, Off-Campus locations, general college information. Responsible for successfully multitasking use of various resources and communication methods with colleagues and those in need of assistance.

Assist with assignments, activities, projects associated with the departments hosting of the annual AACC Commencement, College Fair, and other office activities. Assist with any other duties as assigned by the Manager of the Response Center.

Participate in ongoing training programs i.e. customer service training, Microsoft excel, and Manager or Coordinator appointed options. Training to improve office metrics. Participate in monitoring and coaching activities to improve skills and to achieve Enrollment Services goals.

Assist students with various requests via web chat services. Provide timely, accurate information and assistance students engage in web chats. Provide suggestions for improved services and functionality. Participate in training and meet chat standards, goals and metrics. Assist with department emails and respond in a timely and courteous fashion and as accurately as when on the phone.

Act as liaison to customers for the offices of Admissions and Enrollment Development, Records and Registration, Academic Advising, Continuing Education and Financial Aid.

Meet and exceed assigned individual service level goals for calls and chats.

Required Qualifications:

High school diploma or GED

Minimum of two years of customer service experience

Strong customer service, interpersonal, verbal and written communication skills required.

Ability to work in a sedentary, structured setting, with established goals, procedures and policies, i.e., a minimum of six hours daily answering calls or inquiries.

Ability to work a flexible schedule to accommodate fluctuating staffing levels and the needs of the Enrollment Services Division.

Knowledge of Microsoft Office and general Internet experience.

Ability to deal effectively and tactfully with students and the public.

Preferred Qualifications:

Call Center experience.

Associates Degree preferred.

Ellucian Colleague Student Information software experience.