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Call Center Specialist ID-15326

Position Description

Reporting to the manager for the DES Call Center, the Call Center specialist will provide exceptional customer service in answering incoming calls to the Admissions & Financial Aid offices.  The Call Center Specialist also responds to emails from students and families, schedules all campus visits, handles status checks for Admissions and Financial Aid, and answers general questions about Barry University.

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Essential Duties

 

Will demonstrate a high level of integrity and interpersonal skills necessary in dealing with various constituents both on/off campus by:

  • Determining the information from AIS as confidential and secure
     
  • Administering confidential documentation in the Comments section of AIS after one has spoken with an undergraduate or graduate student regarding their Admissions or financial Aid
  • Exhibiting excellent customer service to all our constituents
Answer incoming calls for the Office of Admissions & Financial aid or delegate to appropriate Admissions or Financial Aid staff member as needed by:
  • Transferring call to DES staff member
  • Utilize Instant Messenger (IM) for contact with staff member for assistance
  • Document call & issue in the comments section of action taken in AIs for follow-up and notify appropriate staff member of those conversations
     
Schedule campus visits by:
  • Taking a call with a student or parent asking for a campus visit
  • Answering an email request for a campus visit
  • Receiving the visit request through the Campus Visit Mailbox
  • Documenting the visit in the Comments section of AIS
  • Have the visit hand-written in the Admissions appointment book under the counselor's name
  • Mail out a Visitor Confirmation Packet to undergraduate visitors
  • Coordinate visits with admissions counselors and various campus constituents including Athletics, Faculty, CAL & Disability Services
  • Update the visit in Outlook when confirmation from the various constituents is received.
  • Confirm the visit the day before their visit date by phone and/or email
  • Perform status checks for Admissions and Financial Aid undergraduate and graduate students
  • Maintain basic knowledge or requirements of Admissions and Financial undergraduate and graduate programs
  • Inform prospective students of program offerings
  • Respond to email from prospective students or their parents utilizing the Right Now Technology (RNT) program
  • Remain up-to-date on changes or enhancements to software regularly used by the Office of Admissions & Financial Aid.
  • Encourage our prospective and accepted students to file a FAFSA and make their enrollment and/or housing deposits/

 

Qualifications

 

  • High school diploma or GED is required
  • 1-3 years of experience in a calling center or similar position
  • Excellent customer service skills
  • Excellent written and verbal communication skills
  • Basic knowledge of Microsoft applicaitons
  • Demonstrate a positve attitude
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