Call Center Representative Bi-Lingual/Bi-Literate-Student Services (Spanish)

Job description

Description

Part-time/Non Exempt 24 hours per week; 12 months per year
CSEA Range 19; $1,928.22 per month
Contingent upon continued categorical funding.
Relocation reimbursement may be authorized. Please contact Human Resources for more information.

Some highlights and details associated with this position:

  • College Campus work schedule of 24 hours per week Monday, Wednesday, and Thursday, 8:30 AM to 5:00 PM. Scheduled hours may vary each semester. This position may work some evening hours from approximately 5:30 PM to 8:30 PM as necessary to assist with ESL Orientations at the Chico Center or the Glenn County Center.
  • This position requires the ability to read, write, and speak Spanish fluently.
Butte College's main campus is located on a 928-acre wildlife refuge and we pride ourselves on being a national college leader in sustainability. Community partnerships matter to us. We work with our K-12 partners to create career pathways for students to seamlessly move from high school to Butte College coursework or credit to transfer to a four-year university. In fact, Butte College has the highest transfer rate of all California community colleges to California State University, Chico. Butte College contributes to economic development through the Training Place, and the Small Business Development Center.

For 50 years, we have successfully provided a quality educational experience to our students, offering associates degrees and training in career fields including business, medical, law enforcement, welding, automotive, computers, and more.

The ideal candidate will share Butte College's commitment to our mission and values, especially our commitment to educating our racially and socio-economically diverse student population. We currently enroll around 16,000 students annually, many of whom are from racially minoritized populations. 56% of Butte College students are white, 27% are Latinx, 6% are Asian, 2% are African American, 1% are Native American, and 5% are multi-ethnic. As a Hispanic Serving Institution (HSI), Butte College understands that it has a great responsibility to the educational attainment and economic well-being of our surrounding communities.

The successful candidate will join a campus community that demonstrates its commitment to student equity by supporting ongoing professional development for students, faculty and staff. These opportunities include a Cultural Awareness Community of Practice, FAIR Classrooms, active Diversity and Student Equity Committees, support for our undocumented and AB 540 students, a robust set of culturally responsive programs and events, and conferences related to equity-mindedness and supporting the success of our diverse students.

OVERVIEW:
Under the direction of an administrator, provides prompt, accurate assistance and information in a professional and courteous manner on the District's bilingual phone line and in person to students, staff and the general public on a variety of programs, activities and policies and procedures related to enrollment, admissions and other District operations. Displays proper phone etiquette at all times. May provide information regarding administrative services and operations. Performs other duties as assigned. Representative Duties

The duties recorded below are representative of the duties of the class and are not intended to cover all the duties performed by incumbent(s) of any particular position. The omission of specific statements of duties does not exclude them from the position if the scope of work is similar, related or a logical assignment to this class. The essential duties of the class are indicated with an asterisk *.

  1. Provides clear, consistent, up-to-date and accurate information utilizing current job aids such as call center manual, campus contact list, campus map, District website, My BC, etc... to perspective students, current students, faculty, staff and the general public on a wide variety of inquiries relating to policies, procedures and activities in all areas of the campus community, via the District's computerized telephone switchboard, email and/or the internet and may provide other pertinent information as assigned. May assist with navigation through District's website*
  2. Determines when inquires need further in depth information and guidance by paying close attention to what is being asked and/or not asked, refers inquires to the appropriate person or department when necessary*
  3. Provides routine clerical duties as necessary, including but not limited to updating students' demographic data and/or status; copying and filing documents; faxing information; processing daily mail; typing letters, documents, spreadsheets and reports; compiling and/or tabulating data for reports, records and correspondence; and proofreading documents for accuracy, completeness and conformance to proper procedures*
  4. Proactively responds to and resolves caller issues and inquiries by researching District website, publications, emails, call center aids and communicating with key department personnel. Follows-up with caller concerns in a timely manner via telephone, email and/or the internet; documents pertinent procedures and policies for call center manual and for future reference*
  5. Provides detailed, knowledgeable and well-informed assistance regarding admissions, registration, matriculation, enrollment and fees; processes waivers, collects payments, processes refunds, registers students, verifies student enrollment status, enrolls students into variable unit courses and updates student records as directed*
  6. Adjusts average call time based on current volume; maintains standard ratio for first call resolution; continuously seeks and revises knowledge based on new or updated information regarding campus and/or department policies, procedures, activities, events, matriculation processes, campus technologies-Website, MyBC, WebAdvisor*
  7. Operates a variety of office equipment, including computers, printers, typewriters, fax machines, copiers, calculators, etc*
  8. Performs computer data entry to record and retrieve departmental information and to prepare documents*
  9. Creates and maintains electronic records of inbound and outbound calls, including the subject of calls, transfer calls and all other pertinent information regarding inbound and outbound calls*
  10. Posts payments to student accounts received via phone or by mail. May provide explanation of billing to students as requested*
  11. Establishes and maintains efficient filing systems and other resource records and materials as needed or required
  12. May attend various departmental staff meetings as requested by supervisor
  13. Maintains the organization of the storeroom and keeps inventory of office forms, paper and miscellaneous supplies; may order supplies as needed
  14. May conduct phone and/or email surveys
  15. Serves on a variety of District committees as requested
  16. May perform other duties as assigned
Qualifications/Requirements

MINIMUM QUALIFICATIONS:
EDUCATION/EXPERIENCE:

  • Graduation from high school or G.E.D. or equivalent*; AND
  • One (1) year of increasingly responsible experience closely related to the duties and responsibilities of this class.
* High School education equivalency equals an adult education diploma or four (4) years of full-time, paid work experience.

CERTIFICATES, LICENSES, REGISTRATION AND OTHER REQUIREMENTS:
  • Bilingual/Bi-literate in required language; (Spanish)
  • Hold and maintain a valid driver's license throughout duration of employment with the District.
DIVERSITY QUALIFICATIONS:
  • Sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity and sexual orientation and ethnic backgrounds of community college students and staff.
DESIRED QUALIFICATIONS:
  • Associate's Degree from an accredited college.
  • Experience in a high volume call center.
  • Experience at an educational institution in the area of student services.
KNOWLEDGE, SKILLS AND ABILITIES:
May be acquired through education, training and/or experience.

Knowledge of: District policies and procedures; proper grammar usage, spelling, punctuation, and vocabulary; proper phone etiquette and techniques; proper communication skills; modern office practices and procedures; modern office equipment, including computers, and various software and hardware; letter and report writing; recordkeeping procedures; creating spreadsheets; good oral and written communication skills.
Ability to: treat individuals with respect under all circumstances; learn and interpret rules, regulations and policies and procedures of the District and department; demonstrate good communication, listening and organizational skills; communicate in the required language; be detail oriented and well organized; work in a fast paced environment; multi-task; respond intelligently to questions; exercise judgment in taking effective action; develop logical solutions; operate various office equipment including computers for data and word processing; navigate around a computer while on the phone; navigate around website to provide assistance; utilize keyboarding skills commensurate with functions required for this position; meet schedules and deadlines; maintain records and prepare reports accurately; make efficient use of resources; work independently and apply good judgment; make mathematical calculations accurately and rapidly; understand and follow oral and written directions; establish and maintain cooperative relationships with those contacted in the course of work; work with diverse populations. Supplemental Information

WORK DIRECTION, LEAD AND SUPERVISORY RESPONSIBILITIES:
No assigned permanent staff to supervise. May provide work direction to student employees.

PHYSICAL EFFORT:
Normal office environment.

CONTACTS:
Faculty, staff, administrators, students, and the general public.

WORKING CONDITIONS:
Normal office environment.

PRE-EMPLOYMENT REQUIREMENTS:

  1. The successful applicant will be required to complete a medical history questionnaire and must agree to undergo and pass a pre-employment physical examination, based on the physical requirements of the position, prior to employment. The physician will be selected and paid for by the District. Disabilities not related to the essential physical job requirements will not preclude the applicant from being hired.
  2. Education Code ยง 87408.6 states that no person shall be initially employed by a community college district in an academic or classified position unless the person has submitted to an examination within the past sixty (60) days to determine that he or she is free of active tuberculosis.
  3. As a condition of employment the position you are applying for will require that you provide fingerprints to the local police department. The fee charged by the Department of Justice (DOJ) for the fingerprint report is the employee's responsibility. If you should be offered this position you will be asked to sign a payroll deduction form which will authorize the District to deduct the fee charged by the DOJ from your first paycheck.

The District reserves the right to modify, rescind or re-advertise this announcement without notification or to delay indefinitely the employment of a person for the position.

The Butte-Glenn Community College District is an Equal Opportunity Employer.

-------------------------------------------Application Instructions------------------------------------
ALL APPLICANTS, INCLUDING CURRENT BUTTE COLLEGE EMPLOYEES, MUST SUBMIT ALL REQUIRED DOCUMENTS WITH THE ONLINE APPLICATION IN ORDER TO MOVE FORWARD IN THE RECRUITMENT PROCESS.

REQUIRED ATTACHMENTS
All on-line attachment types require that you attach a document.

COVER LETTER:
Please describe in your cover letter how your past experience and qualifications meet the needs of this position.

RESUME OR VITA:
Please submit this as an attachment, not as a text resume within the application.

 

 

 

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Job No:
Posted: 12/25/2018
Application Due: 1/22/2019
Work Type:
Salary: