Representative - Student Service PT

Goodwill San Antonio; San Antonio (TX); On-site; USD 19,000 - 28,000; Full time

Job summary

Goodwill San Antonio is hiring a Call Center Student Service Representative to support the Alamo Colleges Student Contact Center. You will respond to student inquiries by phone, email, and chat, provide accurate information, and strive for first-contact resolution.

We value clear communication, multitasking across multiple systems, and a commitment to helping students. A high school diploma or GED and experience in a student-support environment are preferred; training is provided.

Qualifications

• Minimum one year of call center experience.
• High school diploma or GED.
• Strong verbal and written communication skills.
• Typing speed of at least 30 wpm.
• Experience with MS Office and basic web browsers.
• Ability to multitask across multiple systems.

Responsibilities

• Handle high volume inbound calls, emails, and chats in a fast-paced center.
• Identify student needs and verify identity.
• Support first contact resolution via knowledge base.
• Maintain product knowledge through training and QA calibrations.
• Multitask across multiple systems and resources.
• Update student records via ticketing system.
• Meet KPIs listed on the performance scorecard.
• Escalate when required.

Skills

Verbal communication

Written communication

Typing 30 wpm

MS Office

Banner

ZohoDesk

Multitasking

Call center experience

Higher education experience

Education

High school diploma or GED

Tools

Banner

ZohoDesk

Job description

Work for GOOD at GoodwillDo you want to make a difference in your community while earning a paycheck?Would you like to help your community and environment every day that you come to work?Looking for a job that provides meaning as well as personal and professional development?Goodwill San Antonio is one of the largest and most dynamic social enterprises in San Antonio.We are an entrepreneurial non-profit that provides employees the opportunity to innovate, grow and discover new skills, while generating revenue that funds both employee and community programs.We are a diverse and inclusive organization founded and focused on Fighting Poverty and Creating Opportunity. We specialize in facilitating personal and professional growth for our employees, particularly those who may have experienced barriers to successful employment in the past.We strive to maximize the value of each employee’s work and each donor’s donation to benefit our community and environment. Without Goodwill in our community, millions of pounds of perfectly usable items would be harming the environment in landfills. Instead, Goodwill employees are fueling a robust economy by recirculating used goods.Our Good Careers Academy and Good Careers Centers Help Change Lives through the Power of Work as well by delivering education and meaningful job placement.Explore careers with Goodwill in retail, production, warehouse, logistics, contact center customer service, career services, technology, document imaging, grounds maintenance, janitorial and facilities maintenance. Goodwill regularly partners with local, state and federal government agencies to provide additional diverse career opportunities.We prefer to promote from within. Your growth and advancement is our priority.Achieve your potential at Goodwill and beyond through our personal and professional skills development programs, supportive health and well-being benefits, competitive base and bonus pay, savings plans, personal financial education, store purchase discounts, paid time off, leadership development, tuition reimbursement and more.Change Lives. Make a Difference.Discover Purpose. Apply today at WorkforGoodSA.org.POSITION SUMMARY:Call Center Student Service Representative (CCSSR) will respond to and provide timely, professional, accurate, and adequate responses to student inbound and outbound calls, e-mails, chats and any other assigned service delivery channels in support of the Alamo Colleges Student Contact Center. Inquires will be received through an Interactive Voice Response, Automated Call Distribution system, and/or ticketing system.ESSENTIAL DUTIES AND RESPONSIBILITIESAnswers large volume of inbound phone calls, emails, and chats in fast-paced contact center.Identifies student needs and verifies their identity through approved methods.Promotes first contact resolution when applicable by referencing correct knowledge articles via Alamo Colleges knowledge base system.Maintains a high degree of product knowledge through active participation in training, coaching and quality assurance calibrations.Displays critical skills by responding to student inquiries by clarifying the question, researching the inquiry, providing solutions, and escalating matters through appropriate channel when applicable.Must be able to multitask and think critically when rendering student support through the utilization of multiple systems and other resources.Uses proven customer service techniques to establish and maintain professional rapport.Demonstrates knowledge, skills and abilities to ensure that all key performance indicators listed on individual performance scorecard are met.Properly and accurately updates student records via ticketing system.Performs other duties and expectations as assigned.REQUIREMENTSMinimum one year of experience in a call center environment.High school diploma or GED required.Experience in working in a student support environment strongly desired.Proven professional verbal and written communication skills.Ability to meet the attendance requirements for the position.Must be able to type minimum 30 wpm with minimal errors.Basic proficiency with MS Office (Word, Outlook), web browsers and other applicable systems. Experience with Banner and ZohoDesk preferred.Ability to utilize dual computer screens and multitask while accessing multiple systems.Must possess critical thinking skills required to comprehend principles and models as a means towards providing effective, efficient and accurate service to student inquires.Experience in higher education preferred. Current or previous student of the Alamo Colleges is strongly encouraged to apply.Must be able to meet the physical requirements of the position.For positions that require driving, must maintain a valid driver’s license and automobile insurance coverage, and be able to travel as needed if you drive your vehicle during company business.To learn more about Goodwill San Antonio and to view available positions visit: www.goodwillsa.org.Equal Opportunity Employer/Veterans/Disabled