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

GRAND CANYON UNIVERSITY; Phoenix (AZ); On-site; USD 17,000 - 22,000; Full time

Job summary

Grand Canyon Education (GCE) is seeking a Call Center Specialist to support the Student Contact Center for Grand Canyon University. The role handles calls, chats, and inquiries, directing them to appropriate departments while maintaining quality service within posted hours.

Ideal candidates are enrolled full-time at GCU with strong communication skills, reliability, and the ability to multitask across multiple systems and databases.

Qualifications

• Must be enrolled full-time in a Bachelor's or Master's program at GCU.
• Maintain 2.0 GPA (Bachelor) or 3.0 GPA (Master).
• Onsite work requirement (100% on-site).

Responsibilities

• Answer and route calls from students and staff.
• Assist with live chats and inquiries in the CRM.
• Enter inquiries into the management database with accuracy.

Skills

Verbal communication

Customer service

Multitasking

Empathy

Education

Full-time student status

Tools

Microsoft Office

CRM/Call center software

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

• 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*

Employment Details

Pay Rate: Minimum Wage Anticipated End Date: June 30, 2027 Manager: Student Contact Center - Student Contact Center Manager

Employer Description

At Grand Canyon Education, it is our privilege to serve students and those who support academic advancement. We lead educational transformation by developing superior ways to help schools grow and prosper. We provide transparent programs, intuitive online learning technologies and well-established academic models that promote student success and institutional growth. Employment is contingent upon the satisfactory outcome (as determined by the university) of pre-employment screening activities, including a background check. Our partner in education, Grand Canyon University, is Arizona’s premier private Christian university. GCU serves traditional and online students by offering quality academic degree programs, experienced leadership and transformative learning experiences both on our growing campus and digitally.