Associate – Call Center

State-of-Georgi; Lawrenceville (GA); On-site; USD 33,000 - 44,000; Full time

Job summary

State of Georgia is seeking an Associate – Call Center for Gwinnett Technical College. Primary location will be the Lawrenceville Campus with a full-time, benefited schedule and a Mon–Thu 8am–6pm, Fri 8am–4pm workweek.

The role handles inquiries, directs calls, and supports enrollment activities. Minimum qualifications include a high school diploma; preferred two-year technical college degree and customer service experience.

Qualifications

• High school diploma or equivalent is required.
• Two-year degree from a technical college is preferred.
• Experience in a face-to-face customer service environment preferred; ability to work with diverse student populations.

Responsibilities

• Operate a multi-line telephone console to relay calls and direct inquiries.
• Respond to students via chat and email as needed.
• Assist with enrollment scheduling and basic clerical tasks.

Skills

Customer service

Communication

Computer literacy

Telephone etiquette

Education

High school diploma or equivalent

Two-year technical college degree

Tools

Microsoft Word

Job description

Explore a World of Opportunity with the State of Georgia! We are the force that drives Georgia! Georgia State Government is a large enterprise, composed of various agencies and entities with a common goal to improve the lives of Georgia's more than 10 million citizens! Join Team Georgia and impact lives everyday while receiving a robust benefits package designed for every stage of your career!

Job Title

Associate – Call Center

Agency

Gwinnett Technical College

Job Requisition ID

JR0000003553

Shift

Not Applicable (United States of America)

Compensation Details

$38,480/YR

Job Description

Employment Terms: This job is a full-time, benefited, FLSA non-exempt, position in the Student Affairs Division that reports to the Call Center Manager. This position’s primary location will be the Lawrenceville Campus.

Schedule

Monday – Thursday 8am – 6pm and Friday 8am – 4pm

Minimum Qualifications (Job Code 60825 Category 1)

High school diploma or equivalent.

Preferred Qualifications

• In addition to the minimum qualifications, a two-year degree from a technical college.
• One to two years of experience in a face to face customer service environment, including professional receptionist or office experience and computer literacy in English.
• Ability to follow oral and written instructions quickly and accurately.
• Possess ability to communicate with students from culturally diverse backgrounds.
• Knowledge of Microsoft word and ability to learn additional software packages.
• Willing to adjust hours during peak times.

Job Description Summary

Under general supervision, assists customers with inquiries and when necessary, directs incoming calls or walk-ins to the appropriate department. Performs clerical duties such as typing, scheduling students for various campus events, researching the student’s enrollment status, responding to student inquiries via telephone and email, responsible for outgoing mail, and entering prospective student information in an enrollment management system.

Duties/Responsibilities

• Operates a multi-line telephone console for a technical college in order to relay incoming calls. (75%)
• Responds to current and prospective students via chat. (5%)
• Determines the nature of the business and assists guests accordingly by providing appropriate information or directing guests to other personnel.
• Facilitates miscellaneous requests. (5%)
• Responds to current and prospective students via email. (5%)
• Performs clerical duties such as filing and typing. (5%)
• Displays a high level of effort and commitment to performing work; operates effectively within the organizational structure; demonstrates trustworthiness and responsible behavior. (5%)
• Performs other duties as assigned in the fulfillment of the needs, philosophy, and purpose of Gwinnett Technical College. (5%)

Physical Demands

Frequency (N)Never, (O)Occasionally or (C)Constantly Requires operation, access, or control of financial resources. (N) Requires having a P-Card. (N) Driving is a responsibility of this position. (N) This position will have direct interaction or care of children under the age of 18 or direct patient care. (N) This position will have Security Access (e.g., public safety, IT security, personnel records, patient records, or access to chemicals and medications). (N) This position is a stationary position, often standing or sitting for prolonged periods with or without reasonable accommodation. (C) This position requires moving about to accomplish tasks or moving from one worksite to another with or without reasonable accommodation. (O) This position requires the ability to adjust or move objects up to 15 pounds in all directions with or without reasonable accommodation. (O) This position requires the ability to repeat motions that may include the wrists, hands and/or fingers with or without reasonable accommodation. (C) This position requires the ability to operate machinery and/or power tools with or without reasonable accommodation. (N) Operating motor vehicles or heavy equipment with or without reasonable accommodation. (N) Noisy environments. (N) Medium work that includes moving objects up to 50 pounds with or without reasonable accommodation. (N) Light work that includes moving objects up to 20 pounds with or without reasonable accommodation. (N) Heavy work that includes moving objects up to 100 pounds or more with or without reasonable accommodation. (N) Work in outdoor elements such as precipitation and wind. (N) Assessing the accuracy, neatness and thoroughness of the work assigned. (C)

Non-Discrimination Policies

The following person has been designated to manage inquiries regarding the non-discrimination policies: Lisa Richardson, Title IX, and Section 504 Coordinator, 5150 Sugarloaf Parkway, Building 100/A, Room 515, Lawrenceville, GA 30043, 678-226-6691, [e-mail].

Equal Employment Opportunity Statement

The State of Georgia does not discriminate based on race, color, national origin, sex, religion, age, disability, or other protected categories in employment or the provision of services.

Qualified applicants may request reasonable accommodation when needed during the application and/or screening process by contacting the appropriate agency Human Resources department.

About the State of Georgia

Georgia State Government is a large enterprise, composed of various entities with a common goal to improve the lives of Georgia's 10 million citizens. With nearly 62,000 employees, we are one of the single largest employers in the state. Public service opportunities stretch across the state as employees live and work in all 159 counties. From traditional fields such as accounting, nursing, and engineering to unique fields like forestry and natural resources management, Georgia state government provides a world of opportunity.