(Student) Call Center Assistant - copy

SUMMARY:

Call Center Assistant

The Call Center team is responsible for receiving all incoming phone calls to the university, scheduling appointments, making appointment confirmation calls, triaging and answering all inbound questions or transferring to another department as appropriate, and performing live click-to-chat on the university web site.

RESPONSIBILITIES:

• Provide GREAT customer service, anticipating and exceeding the needs of our customers.
• Exhibit flexibility, sensitivity, and respect, maintaining a working relationship with all team members.
• Answer and dispose of all incoming telephone calls via appropriate transfer, answering FAQ, taking a message, or following-up and returning calls; routinely check the queue to monitor calls holding.
• Maintain, process, and manipulate data on a personal computer/mainframe using word processing, data base, and spreadsheet software.
• Responsible for scheduling and coordinating appointments; blocks and unblocks schedules; documents and makes calendar changes; monitors schedules for overbooking; follows-up on missed appointments.
• Operate multi-line phone switchboard and contact center application.
• Tabulate and report calls; make and report appointment confirmation calls.
• Perform work of a confidential nature.
• Exhibit professional demeanor at all times while representing the University.
• Demonstrate and promote the University Cultural Values.
• Understand and abide by all external and internal regulations and policies. This includes NCAA, GLIAC and national affiliations associated within athletics or other role specific regulations.
• Perform other duties as assigned.