Specialist, Call Center

Seminole State College of Florida; Sanford (FL); On-site; USD 27,000 - 33,000; Full time

Benefits offered by this job

Flexible work options

Paid time off

Health insurance

Life insurance

Wellness incentives

Gym membership

FRS retirement

Professional development

Tuition assistance

Free parking

Job summary

Seminole State College of Florida in Sanford, FL is seeking a Specialist, Call Center to provide exemplary service to current and prospective students in a fast-paced environment. You will be the first contact for inbound and outbound calls, guide students through admissions, financial aid, advising, and registration, and connect them to resources to support their academic progression.

The role requires strong communication, tech proficiency (EAB Navigate, Canvas, PeopleSoft), and the ability to

Qualifications

• Graduation from an accredited high school or possession of an acceptable equivalency diploma.
• One year of volunteer or professional experience in an office environment, customer service, call center, or working with students.

Responsibilities

• Serve as the first point of contact to current and prospective students for a wide range of services offered by the college.
• Answer inbound calls and manage outbound communications to ensure a seamless student experience from inquiry through graduation.
• Educate students regarding appropriate services during enrollment including admissions, placement testing, financial aid, advising, and registration.
• Support students in completing enrollment steps and refer to academic departments and support services such as tutoring, counseling, disability services, veterans’ affairs, and career development.
• Collaborate across divisions to ensure accuracy and timeliness of student information.

Skills

Customer service

EAB Navigate

Canvas

PeopleSoft

MS Office 365

Teams/Zoom

Communication

Problem-solving

Multicultural awareness

Professional demeanor

Education

High school diploma or GED

Tools

EAB Navigate

Canvas

PeopleSoft

Job description

Responsibilities

The Specialist, Call Center provides exemplary service to allcurrent and prospective students in a fast-paced, high-volume callcenter setting. Serves as the first and primary point of contactfor all in-bound and out-bound communication interactions, answersphone calls, responds to inquiries and concerns, and cultivates astudent’s sense of belonging with the college. Educates, informs,assists, and responds to student questions pertaining to thecollege, provides referral resources to specific departments, andpro-actively connects students to information and resources toensure their academic progression.

ESSENTIAL FUNCTIONS

• 1. Serves as the first point of contact to current and prospectivestudents on a wide range of services on all programs and coursesoffered by the college.
• 2. Answers inbound calls and manages out-bound communicationefforts to ensure a seamless student experience from inquirythrough graduation.
• 3. Educates current and prospective students regarding appropriateservices throughout the enrollment process, including admissions,placement testing, applying for financial aid, advising, andregistration.
• 4. Supports students in completing steps to enroll and refersstudents to academic departments and support services includingtutoring, counseling, services for students with disabilities,veteran’s affairs, and career development.
• 5. Collaborates across all divisions of the college to ensure theaccuracy and timeliness of student information.
• 6. Collaborates on pro-active communication campaigns that providestudents with strategic information and methodologies that fostertheir sense of belonging to the college.
• 7. Assists with resolution of student challenges in a holistic,positive manner and ensures students are aware of the neededinformation and resources that support their success.
• 8. Coordinates communication through multiple technologymodalities, such as EAB Navigate, Canvas, and PeopleSoft to supportstudent achievement, retention, and completion of their academicgoals.
• 9. Performs other duties as may be required or assigned.

REQUIRED QUALIFICATIONS

• 1. Graduation from an accredited high school or possession of anacceptable equivalency diploma.
• 2. One year of volunteer or professional experience in an officeenvironment, customer service, call center, or working withstudents, which could include work study, or studentemployee.

DESIRED QUALIFICATIONS

• 1. Work experience in a community college or universitysetting.
• 2. Experience in a call center.

KNOWLEDGE, SKILLS & ABILITIES

• 1. Strong service excellence skills and the ability to provideexcellent customer service.
• 2. Ability to use technology components, such as EAB Navigate,Canvas, and PeopleSoft to support student success.
• 3. Ability to work in a flexible and fast-paced environment,exercising good judgment and discretion.
• 4. Excellent Microsoft Office 365 skills (Outlook, Word, Excel) andthe ability to become proficient in videoconferencing applications,including Teams/Zoom.
• 5. Strong problem-solving and critical thinking skills.
• 6. Excellent verbal, written, and interpersonal communicationskills.
• 7. Committed to working in a multicultural environment.
• 8. Ability to exhibit a professional, courteous demeanor.

WORK ENVIRONMENT and SPECIAL CONSIDERATIONS

• 1. Works inside an office environment.
• 2. Flexible hours/days.

This description in no way states or implies that these are theonly duties to be performed by the employee occupying thisposition. The employee will be required to follow any otherjob-related instructions and to perform any other job-relatedduties requested by their supervisor.

This position is eligible for Veteran’s Preference.

Pay Benefits and WorkSchedule

This is a pool position. Applications remain active for oneacademic year and are reviewed on an ongoing basis as hiring needsarise. Candidates selected for an interview will becontacted.

Are you ready to grow your career in a diverse learningenvironment and make an impact in changing the lives of ourstudents? Seminole State College of Florida has a great opportunityto join our growing team of diverse faculty and staff!

We offer competitive pay with a beginning salary of $30,116commensurate with education and experience exceed the requiredqualifications, plus an attractive total rewardspackage including:

• Flexible work options with a 37.5 hour work week and generouspaid time off (holidays, annual and sick leave, and CollegeBreaks)
• A variety of paid health and life insurance coverages
• Wellness incentives and free gym membership at the RaiderFitness Center
• FRS retirement and other options
• Professional Development and Paid Tuition
• Free on campus parking

Conditions ofEmployment

Finalists and individuals recommended for employment at SeminoleState College must reside in the State of Florida at thetime of hire and may be subject to background investigationsand fingerprinting in compliance with Florida Statute 1001.64; andSeminole State College Policy 1.020; 2.020. Criminal backgroundchecks and fingerprinting will be conducted for all new employees,and for rehired employees who have had a break in service for oneyear or more. The Office of Human Resources will determine whichbackground checks shall be conducted for each position, based uponits review of job descriptions and the responsibilities of theposition. These include, but are not limited to, positions thathave access to money, master keys, security-sensitive areas andconfidential information; positions that have the capability tocreate, delete, and alter records; and positions that areresponsible for the care and instruction of children. The Collegewill conduct various types of background checks which may include,but are not limited to: criminal background, credit check, driver'slicense check, previous employment and references.

Equal EmploymentOpportunity

Seminole State College is an equal opportunity employer andstrictly prohibits discrimination on the basis of race, color,religion, pregnancy, national origin, ethnicity, age, sex, gender,veterans’ or military status, disability, sexual orientation,genetic information, marital status, or any other factor protectedunder applicable federal, state, and local laws, rules, andregulations in its programs, activities, and employment.

OtherInformation

VETERANS' PREFERENCE

Seminole State College of Florida adheres to Florida’s Veteran’sPreference laws by providing preference in hiring to covered jobapplicants. Moreover, in recognition of the valuable contributionsmade by veterans, the College also considers any applicant’smilitary service background when filling job positions not coveredby Veteran’s Preference laws.

To claim Veteran's Preference for eligible positions, a copy ofyour DD-214 form, Certificate of Release or Discharge from ActiveDuty must be uploaded and attached to your application to claimVeterans' Preference.

HOLDERS OF DEGREES FROM INSTITUTIONS OUTSIDE THE USA:

Individuals who have completed college or university course work atan institution in a country other than the United States arerequired to obtain a complete evaluation of foreign transcripts anddegrees. Foreign transcripts should be evaluated by one of theorganizations approved by the National Association of CredentialEvaluation Services.

This evaluation must be submitted at the time of application. Werecommend World Education Services at P.O. Box 5087, Bowling GreenStation, New York, NY 10274-5087, telephone [phone] or emailaddress www.wes.org. The interview process may be delayed untilsuch a review has been completed.