Student Worker - Student Contact Center - Call Center Specialist (NFWS)

Grand Canyon Education, Inc.; Phoenix (AZ); On-site; USD 2,066,000 - 2,480,000; Full time

Job summary

Grand Canyon Education, Inc. in Phoenix seeks a Call Center Specialist to support Grand Canyon University through the Student Contact Center. You will handle incoming calls and chats, directing them to the appropriate department with professional, accurate responses.

This onsite position requires strong communication, empathy, and multitasking to meet quality metrics while using CRM, Jabber, Calabrio, and MS Office. Office hours are Mon–Fri 7:00 a.m.–6:00 p.m. and Sat 8:00 a.m.–noon.

Qualifications

• Must be a full-time student enrolled at GCU (Bachelor or Master).
• Maintain a 2.0 GPA (Bachelor) or 3.0 GPA (Master).
• Maintain SAP standing and good financial/academic standing with the University.

Responsibilities

• Answers, screen, and route calls from students, prospective students and personnel in a timely and accurate manner.
• Enter potential student inquiries into inquiry management database with high quality and attention to detail.
• Conduct Live Chat conversations with students and prospective students with professional and accurate responses.
• Collect, relay, and track information with clear, accurate communication.
• Demonstrate empathy, active listening, and concise dialog to customers.
• Maintain contact center quality standards; meet or exceed metrics.

Skills

Multitasking

Communication

Empathy

Active listening

Customer service

Education

Enrolled full-time student

GPA: 2.0 (Bachelor) / 3.0 (Master)

Tools

MS Office

CRM

Jabber-phone system

Calabrio

Chat

Job description

Position Summary/Purpose

Grand Canyon Education (GCE) is seeking a Call Center Specialist (NFWS) to support the mission of Grand Canyon University through GCE's Student Contact Center. The purpose of this position is to assist the Student Contact Center by answering all incoming calls to the University's main number, GCE line, any other specialized lines that may be established, in addition to support incoming chats. Our goal is to support all internal and external customers with exceptional customer service while directing calls and chat to the appropriate department. The contact center hours of operation are Monday through Friday, 7:00 a.m. to 6:00 p.m. and Saturday 8am-noon.

Primary Responsibilities/Accountabilities/Essential Functions

• Answers, screen, and route calls from students, prospective students and personnel in a timely and accurate manner.
• Enter potential student inquiries into inquiry management database with high quality and attention to detail.
• Conduct Live Chat conversations with students and prospective students by responding with professional and accurate responses.
• Possess a level of communication skills to accurately collect, relay, and track information as necessary.
• Display strong communication skills; aptitude to demonstrate empathy, active listening skills, and clear and concise dialog.
• Maintain contact center quality standards; effective call control, verbiage, routing, and customer service to establish meeting or exceeding metrics.

Equipment Used And Responsibility

• MS Office
• CRM
• Jabber-phone system
• Calabrio
• Chat

Qualifications

• Exhibit a professional, positive, and friendly demeanor. Must be dependable, punctual, and customer service oriented.
• Strong multitasking skills and ability to navigate in multiple systems.
• Action oriented/problem solving skills.
• Strong Verbal communication and customer service skills.
• Basic knowledge of Microsoft Office Suite.

Experience/Education

Grand Canyon Education is committed to a student first policy. Therefore, all applicants must meet the following eligibility requirements to be considered for student employment:

• Enrolled at GCU as a full-time student in a Bachelor's program or Master's program.
• Retain a 2.0 GPA as a Bachelor level student or a 3.0 GPA as a Master level student.
• Maintain good financial and academic (SAP) standing with the University.

You may be subject to termination if you fall below the minimum requirements.

• Must be able to work 100% onsite*

Pay Rate: Minimum Wage

Anticipated End Date: June 30, 2027

Manager: Student Contact Center - Student Contact Center Manager