Contact Center Representative - Customer Service

Bryant & Stratton College; New York (NY); On-site; USD 35,000 - 43,000; Full time

Job summary

Bryant & Stratton College in Orchard Park, NY is seeking a Contact Center Representative to support enrollment by handling a high volume of recruitment-related calls. This onsite role offers occasional hybrid scheduling based on tenure and performance.

You will connect prospective students with admissions, meet conversion goals, document data across systems, and use prepared scripts to build rapport and guide applicants through the enrollment process.

Qualifications

• High school diploma or equivalent.
• Previous customer service or sales experience.
• Internet savvy with knowledge of Microsoft Office, including Outlook.
• High degree of phone etiquette, problem solving, and ability to build rapport.

Responsibilities

• Call, contact and connect prospective students to admissions offices via warm phone transfers.
• Meet or exceed phone and conversion goals for each session/semester.
• Capture and record lead/marketing data across multiple systems accurately.
• Deliver prepared scripts to potential students, using persuasion and relationship building.
• Provide students and callers with a world-class experience by effective time management.

Skills

Telephone skills

Verbal communication

Written communication

Listening skills

Problem solving

Customer service orientation

Organizational skills

Goal oriented

Attention to detail

Judgment

Adaptability

Teamwork

Stress tolerance

Resilience

Education

High school diploma or equivalent

Previous customer service or sales experience

Tools

Microsoft Office

Outlook

Job description

Location

Orchard Park, NY

This position is performed onsite, however, there are opportunities to work a hybrid schedule based on tenure and performance.

Position Summary

The Contact Center Representative position supports college-wide enrollment efforts by providing a high volume of recruitment related call support to prospective students. This position is best suited to someone who prefers a fast-paced, team environment and possesses the ability to establish relationships over the phone.

Essential Duties and Responsibilities

1. Productivity: Call, contact and connect prospective students to one of the Bryant & Stratton College admissions offices via warm phone transfer.
2. Conversion: Meet or exceed established phone and conversion goals for each session/semester, including Close %.
3. Documentation: Capture and record lead/marketing data across multiple systems both timely and accurately.
4. Persuasion: Deliver prepared scripting to potential students, using persuasion and relationship building skills to encourage persistence through the enrollment process.
5. Time Management: Provide students and inbound callers with a world-class student experience by effectively managing time.

Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Key Competencies and Skills

• Telephone skills
• Verbal and written communication skills
• Listening skills
• Problem analysis and problem solving
• Customer service orientation
• Organizational skills
• Goal oriented
• Attention to detail
• Judgment
• Adaptability
• Teamwork
• Stress tolerance
• Resilience

Qualifications

• High school diploma or equivalent
• Previous customer service or sales experience
• Internet savvy with knowledge of Microsoft Office product, including Outlook
• High degree of phone etiquette, problem solving, and ability to build rapport

Schedule

Mon–Fri. Ability to work some evenings and Saturdays; Secondary holidays may be a scheduled work day.

Reports To

Contact Center Leader

Salary

$39,000 per year ($18.75 per hour).

This position is eligible for overtime.

Please note that the compensation information is a good faith estimate of the base pay for this position. Information about the total compensation package for this position will be provided during the interview process.

Unlock your full potential in the innovative and inclusive environment at Bryant & Stratton College. We are a career-focused, private, nonprofit college built differently to serve the needs of students, alumni, associates, employers, and the community. Founded in 1854, Bryant & Stratton College offers real-world education leading to bachelor's, associate's, and professional certificates after completion in the fields of healthcare, technology, legal, business, graphic design, and more. We offer a comprehensive benefits package that includes competitive salaries, medical/dental/vision insurance, generous paid time off, 401(k), and company-paid college tuition for associates and their families.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. Bryant & Stratton College is an Equal Opportunity Employer.

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