Associate – Call Center

Georgia Department of Revenue; Lawrenceville (GA); On-site; USD 35,000 - 42,000; Full time

Job summary

Gwinnett Technical College is seeking an Associate – Call Center to assist customers, answer inquiries, and direct calls to the appropriate department from the Lawrenceville campus.

You will handle scheduling, enrollment research, and communication via telephone and email, with potential for occasional schedule adjustments during peak times. This full-time, benefited role reports to the Call Center Manager.

Qualifications

• High school diploma or equivalent is required.
• Two-year degree from a technical college preferred.
• One to two years of experience in a face to face customer service environment; receptionist or office experience; computer literacy in English.

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%)

Skills

Customer service

Communication

Education

High school diploma or equivalent

Two-year technical college degree

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

Percentage of Time

• 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)

As set forth in its student catalog, Gwinnett Technical College complies with the Technical College System of Georgia (TCSG). The TCSG State Board prohibits discrimination on the basis of an individual’s age, color, disability, genetic information, national origin, race, religion, sex, or veteran status (“protected status”). No individual shall be excluded from participation in, denied the benefits of, or otherwise subjected to unlawful discrimination, harassment, or retaliation under, any TCSG program or activity because of the individual’s protected status; nor shall any individual be given preferential treatment because the individual’s protected status, except the preferential treatment may be given on the basis of veteran status when appropriate under federal or state law. 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].

Minimum Qualifications:

High school diploma or equivalent

Equal Employment Opportunity Employer

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.