Job location: Minneapolis, MN

Employment Type: Full-time
Posted data: 2019-05-13
Req: R07455
Chat Support Representatives are primarily responsible for handling incoming chats from the university Visitor Center. This individual provides prospective learners with information about Capella and determines the level of interest with the goal of connecting the prospect with the most appropriate Capella resource.
Chat Support Representatives will also make outbound calls to prospective learners who have inquired with the university and staff inbound phone queues in the evening, answering general questions and providing tier 1 level support to both prospective and current learners
The role will meet established objectives for chat and phone metrics. As business needs dictate, individuals in this role may be trained on similar types of functions to support other teams within the department

Essential Duties

• Chat Support
• Engage in incoming chats from both prospective and current learners. Answer questions and provide general support.
• Determine the needs of the prospect or learner to provide an efficient transfer to the appropriate individual or team
• Manage multiple (3) chats at once
• Utilize tools, systems and software applications to manage learner data and answer questions.
• Operate within a team reinforcing a high quality, timely prospect/learner experience. This entails supporting colleagues, other departments, taking an active part in team discussions, 1:1 coaching sessions, and providing constructive feedback to management.
• Phone Support
• Answer tier 1 level questions to support our Enrollment Services and Academic Advising departments.
• Determine the needs of the caller and provide an appropriate solution which aligns with the team’s business processes and Capella’s guidelines.
• Utilize tools, systems and software applications to manage learner data and answer questions
• Outbound call campaigns to leads, opportunities and applications
• Conduct outbound calling to prospects who have requested information about the university.
• Support other call campaign efforts according to the needs of the organization.
• Determine the needs of the prospect to provide an efficient transfer to the appropriate individual or team.
• E-mails and Cases
• Manage e-mails from 3 separate worklists and work cases from six provider groups including advising, enrollment and scholarships.
• Provide appropriate and timely responses to learner emails (work list); ensure emails are written in a professional manner representing Capella.
• Complete all assigned e-mails and case work daily.
• Training and Development
• Participate in team/department/company trainings and meetings to contribute to your knowledge base
• Review resources, updates, and communications to remain current
• Develop a Subject Matter Expertise in area(s) of product knowledge and advising and enrollment related processes.
• Process Improvement and Project Support
• Identify, communicate and make recommendations for improvement to existing processes/ procedures for the benefit of our learners
• Seek out and/or identify projects. Work on projects with diligence and accuracy until completion

Job Skills

• Type at least 50 WPM, prefer 60-70 WPM
• Excellent listening, verbal and written communication skills with ability to interact effectively with senior management levels.
• Ability to handle complex customer resolution issues, applying information and policies and assessment of unique circumstances; and resolving with a reasonable level of autonomy
• Displayed success in achieving and sustaining objectives and performance metrics
• Ability to maintain a high degree of accuracy and attention to detail
• Organizational skills—ability to prioritize, manage multiple demands and present information in a clear and concise manner
• Strong technological skills and aptitude. Includes skills in the Microsoft Office Suite, applied expertise accessing internet or systems-based information, PeopleSoft, CRM and other financial aid related software and internet applications.
• Demonstrated ability to remain calm under pressure and maintain a professional demeanor at all times.
• Excellent relationship-building, customer service, and problem resolution skills.
• Demonstrated strong attention to detail, initiative and follow-through.

Work Experience

• 1-2 years of experience working in a professional setting leveraging strong written and verbal communication in addition to solid customer service skills

Education

• Some college experience required. Bachelor’s degree from an accredited institution preferred

Certificates, licenses and registrations

Other

• Must be able to travel 0-10% of time.
• Must be able to lift 20 lbs.
• Typical office setting.
• Mobility within the office including movement from floor to floor.
• Travel via plane, car, and metro may be required to perform this job.
• Must be able to work more than 40 hours per week when business needs warrant
• Access information using a computer.
• Effectively communicate, both up and down the management chain.
• Effectively cope with stressful situations
• Strong mental acuity
• Regular, dependable attendance and punctuality are essential functions of this job.
• Other essential functions and marginal job functions are subject to modification.

If you require a reasonable accommodation to complete our application process, please contact our Human Resources Department at humanresources@capella.edu