PRIMARY OBJECTIVE

Reporting to the Call Center Manager, the Call Center Representative provides excellent customer service through the City Colleges of Chicago Call Center and delivers quality information and support to students and the general public who inquire about City Colleges of Chicago’s academic/degree and non-degree programs and other enrollment, registration and retention services. Positions are required to work a flexible schedule, including some weekends. Performs related remote duties as required.

ESSENTIAL DUTIES

• Answers incoming calls received through the Call Center and assists callers with questions related to any of the district’s seven college campuses.
• Responds to requests for information via telephone, live chat and by email.
• Maintains a log of phone and email activities regarding inquiries from marketing leads.
• Assists students with questions on how to navigate various CCC systems in need of assistance in completing forms in response to CCC’s administrative requirements.
• Coaches students on educational planning by supporting them on curriculum choices and campus offerings, student policies, transferability of credits and financial assistance processes.
• Maintains ongoing relationships with campus staff and administration to remain current with all marketing and academic components and special events.
• Coordinates with various college departments to assist students in connecting and working with appropriate staff to resolve problems.
• Refers Financial Aid and Information Technology troubleshooting questions to appropriate departments.
• Conducts call campaigns to assist with recruitment, retention, and completion efforts.
• Guides prospective students through the application process to ensure completion; provides information and guidance on academic program selection and other registration and enrollment processes.
• Prepares prospective students with their next steps in the application, enrollment, registration and process prior to their visiting the college or speaking with the service experts in the respective department virtually.
• Accesses information on CCC programs and resources as well as student data on various CCC systems including PeopleSoft portal and NAVIGATE to provide students with pertinent information.
• Continuously receives, reviews, and maintains updated information relating to each college’s programs, resources and events, to ensure accurate information is provided to callers. Contacts staff at colleges as needed to verify and update information.
• Researches and obtains additional information from appropriate colleges and departments to respond to callers’ inquiries as needed.
• Adheres to CCC Customer Service Excellence Standards.
• Performs related remote duties as assigned.

REPORTING RELATIONSHIPS

QUALIFICATIONS

• An Associate degree from an accredited college
• Bachelor’s degree from an accredited college or university preferred
• Three years of experience in customer service
• A combination of education and experience may be taken into consideration based on the applicant’s credentials
• Some knowledge of CCC’s credit and non-credit programs and student services highly desirable
• Must be able to work a flexible schedule, including some weekends
• Excellent verbal and written communication skills
• Strong organizational and administrative skills
• Ability to work well with internal and external constituents
• Ability to handle all situations with tact and diplomacy
• Ability to complete tasks in a timely manner
• Ability to sit for extended periods of time
• Proficiency in the use of Microsoft Office (Word, Excel, PowerPoint)

$47,573.54 - $49,952.22

Offered salary will be determined by the applicant’s education, knowledge, skills, and abilities, as well as other factors such as internal equity.

Benefits information is found at https://www.ccc.edu/departments/Benefits/

WE OFFER: Excellent health and welfare benefit package and long-term savings and investment programs including 403(b) & 457(b) Investment Plans and a pension plan with the State University Retirement System (SURS) Plan. Generous vacation, holiday, personal and sick days, and tuition reimbursement. For a more detailed overview of benefits, please visit the benefits page of our website.