Call Center Representative
SUNY Empire State University
Saratoga Springs, NY
Full-time
Call Center / Customer Service
Posted on April 12, 2024
About Empire State University:
Founded in 1971 as the innovative campus of the State University of New York (SUNY), Empire State University empowers learners from diverse backgrounds to achieve their educational goals. We have decades of experience providing educational access through online teaching and learning, individualized instruction, mentoring, and prior learning assessment. We build on our students' experiences to promote their growth and drive upward mobility and economic development in New York state and beyond. SUNY Empire's 97,000 alumni are teachers, nurses, entrepreneurs, and leaders in their communities and their fields. Visit www.sunyempire.edu and follow us on social media @SUNYEmpire.
SUNY Empire is committed to creating a multicultural, inclusive academic and work environment. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We believe that having diverse faculty and staff is critical to academic excellence and prepares students to live and work in an increasingly global world.
Job Description:
Empire State University seeks a full-time Call Center Representative (State Title: Staff Assistant) to join our 1Stop Student Services team. The Call Center Representative serves as the primary point of contact for 1Stop Student Services, aiding with the non-classroom needs of students, faculty and staff relating to registration, financial aid, billing, and admissions. The selected incumbent is expected to have strong working knowledge of functional office policies and procedures; possess the ability to provide excellent customer service in a high-paced multi-channel environment; demonstrate skills to effectively identify, analyze and resolve inquiries received, and work proactively across university departments to remove administrative barriers to enrollment and improve university-wide student services.
Specific job duties include:
- Provide customer service in a comprehensive student service department that provides integrated cross-functional service in the areas of registration/enrollment, student records, student accounts, and financial aid to all university constituents including students (prospects, current, former and alumni), parents/families, staff, faculty, and other campus community members.
- Ensures the security and confidentiality of all student record information and submitted documentation to comply with Federal Educational Rights and Privacy Act (FERPA).
- Use professional judgement to solve problems, provide referrals to other university offices/partners as needed and as trained/directed.
- Assist in the development of virtual student service tools such as knowledgebase articles, videos, chatbot libraries and live chat canned responses through collaboration with functional office area experts, in support of the objectives and tactics as outlined in the strategic plan.
- Effectively utilize university ERP (Enterprise Resource Planning) Systems tools.
- Develop and maintain a culture that supports teamwork, student success and the mission of integrated enrollment services.
Requirements:
Required Qualifications:
- Bachelor's degree from a regionally accredited institution OR a minimum of five (5) years relevant customer/student service experience with progressively increasing responsibility.
- Demonstrated ability to work effectively in a multi-channel, fast-paced environment.
- Excellent written and oral communication skills.
- Demonstrated ability to contribute to dynamic cross-functional teams.
- Contact/call center experience or experience working with adult higher education students.
- Functional knowledge of the Free Application for Federal Student Aid (FAFSA) and college admission, enrollment, registration, and billing processes.
- Experience using Banner, ServiceNow, Ocelot, CRM Recruit and/or CRM Advise and Mitel System Software.
- Experience utilizing data to improve job performance and/or departmental initiatives and goals.
- Demonstrated experience with Microsoft 365 suite including SharePoint, Teams, Outlook, Word, and PowerPoint.
- Demonstrated experience creating online support tools and tutorials to support excellent virtual student/customer service.
- The ability to provide basic communication/instructions in Spanish.
- Experience providing customer service online, such as Live Chat, and Social Media Platforms.
- Occasional travel may be required.
- VISA sponsorship is not available for this position.
- Occasional weekend and evening work.
- SUNY Empire provides employees with robust remote and flexible work options to meet the needs of students, faculty, and staff in a dispersed work environment.
Additional Information:
Rank/Salary: SL2 / $47,500.
Empire State University is an EOE employer.
We are pleased to offer our employees an excellent benefit package which includes NYS health insurance, free dental and vision, competitive retirement options, and generous vacation, sick and holiday accruals; and a strong emphasis on work-life balance. We also offer professional-development activities for professionals and support staff.
IF YOU NEED A DISABILITY-RELATED ACCOMMODATION, PLEASE CALL THE ADA COORDINATOR AT (518) 587-2100, ext. 2240. IN ACCORDANCE WITH THE TITLE II CRIME AWARENESS AND SECURITY ACT, A COPY OF OUR CRIME STATISTICS IS AVAILABLE UPON REQUEST BY CALLING (518) 587-2100, ext. 2800. IT CAN ALSO BE VIEWED ON-LINE AT THE SAFETY AND SECURITY WEBSITE AT www.sunyempire.edu/safety-security/.
Application Instructions:
Applications Due By: Applications accepted until position is filled.
If you are interested in applying for this position, please submit the following documents, which are required for consideration by clicking on the APPLY NOW button:
- Resume
- Cover letter
- Name and contact information of three references
Returning Applicants - Please click here to login to your Empire State University Employment Account to check your completed application or to update your account.
