Part-Time Specialist IV, Call Center

Lone Star College; Houston (TX); On-site; USD 22,000 - 25,000; Part time

Job summary

Lone Star College in Houston, TX is seeking a Part-Time Specialist IV, Call Center to serve as the first contact for students needing Admissions help, account updates, and Registration guidance. You will educate students on self-service tools and provide step-by-step instructions.

The role includes outbound follow-ups, handling inquiries for faculty, staff, and the public, and using ServiceNow for account changes.

Qualifications

• High school diploma or GED with at least 1 year of related work experience.
• Excellent verbal and written communications skills.
• Ability to work non-traditional hours, including weekends.
• Strong problem-solving abilities and attention to detail.
• Knowledge of call center technologies and software.

Responsibilities

• Answer inbound calls and troubleshoot student center to resolve inquiries.
• Triage student accounts to complete Admissions and Business Office requirements.
• Educate students on navigating their student center.
• Call back and outbound calls to students needing more help.
• Create ServiceNow tickets for changes required on student accounts.
• Perform other reasonable, related duties as assigned.

Skills

Strong communication

Active listening

Problem solving

Call center tech

Software navigation

Time management

Detail oriented

Team work

Education

High school diploma or GED

Tools

ServiceNow

Windows OS

Job description

Commitment to Mission

This job carries with it the obligation to uphold the Mission of Lone Star College (LSC) in carrying out the duties of the position. A commitment to positive interpersonal behaviors, professional communication, integrity, leadership, stewardship, respect and accountability to LSC students and employees is essential.

Cultural Beliefs

• One LSC
• Student Focused
• Own It
• Advance Equity
• Cultivate Community
• Choose Learning

The Chronicle of Higher Education's "Great Colleges to Work For" is designed to recognize colleges that have been successful in creating great workplaces and to further research and understanding of the factors, dynamics and influences that have the most impact on organizational culture at higher education institutions.

Lone Star College was recognized in three areas: Shared Governance; Faculty Experience; Diversity, Inclusion & Belonging.

Campus Marketing Statement

Lone Star College offers high-quality, low-cost academic transfer and career training education to 80,000+ students each semester. LSC has been named a 2023 Great Colleges to Work For institution by the Chronicle of Higher Education.

LSC consists of eight colleges, seven centers, eight Workforce Centers of Excellence and Lone Star Corporate College.

Lone Star College-System Office employees are based at one of two System Office locations; The Woodlands and University Park. Both are the site for multiple administrative departments and system-wide training programs.

Location address is 20515 SH 249 (SH 249 and Louetta Road) Houston, Texas 77070-2607.

Job Description

The Part-Time Specialist IV, Call Center functions as a first response access point for all students. He or She receives inbound calls from faculty, staff, community members and students from all Lone Star College campuses that need assistance with Admissions issues, updating student account, Registration processes, Advising information and Business Office functions. He or She provides information, direction and step by step instruction to educate students on self-service modules.

PURPOSE AND SCOPE

The Part‑time Specialist IV, Call Center functions as a first response access point for all students. He or She receives inbound calls from faculty, staff, community members and students from all Lone Star College campuses that need assistance with Admissions issues, updating student account, Registration processes, Advising information and Business Office functions. He or She provides information, direction and step by step instruction to educate students on self‑service modules.

Essential Job Functions

• Answer all inbound calls and troubleshoot student center to resolve student inquiries regarding the Admissions process, Advising info, Registration requirements and Business Office functions as well as general inquires
• Triage student accounts to provide caller with completing Admissions and business Office requirements
• Educate students on how to navigate their student center
• Call back and make outbound calls to students who require additional assistance
• Create Service Now Tickets for changes required on student account to the appropriate department
• Responsible for other reasonable, related duties as assigned

Knowledge, Skills And Abilities

• Ability to work non-traditional hours (may include weekends and holidays as needed)
• Excellent verbal and written communications skills
• Excellent listening skills and professional phone etiquette and demeanor
• Excellent problem-solving abilities
• Strong attention to detail
• Understanding of Call Center technologies
• Ability to use software products
• Ability to prioritize effectively
• Ability to balance team and individual responsibilities

Physical Abilities

The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items, such as papers, books, or small parts; or driving an automobile. No special physical demands are required to perform the work.

Work Schedule And Conditions

• Equipment used includes, PC workstation running on a LAN in a Microsoft Windows environment, calculator, phone and other general office equipment
• Interface with internal and external contacts as needed to carry out the functions of the position
• Work is performed in a climate-controlled office with minimal exposure to safety hazards

Required Qualifications

• High school diploma or GED and at least 1 year of related work experience, or an equivalent combination of education and experience

Salary

Hourly Pay Rate is $16.66.

Benefits Marketing Statement

By joining our top-notch institution, you will enjoy being a part of an organization that offers a supportive, collegial work environment, excellent work/life balance, tuition waiver, participation in a tax deferred retirement plan and more.

E-Verify

Lone Star College participates in the E-Verify program, under which Lone Star College provides the federal government with information from each new employee's Form I-9 to confirm that the employee is authorized to work in the United States.

More information on the E-Verify program is available at www.dhs.gov/E-Verify.

Lone Star College is an EEO Employer. All positions are subject to a criminal background check.