Position Title:Customer Care Agent Job Category:Staff Department:Communication Services - 7010757 Division:Enrollment Management Services Required Documents:Cover Letter, Resume Position Statement:Founded in 2005, Georgia Gwinnett College (GGC) is one of 28 institutions within the University System of Georgia. GGC is a premier 21st century liberal arts institution accredited by the Southern Association of Colleges and Schools Commission on Colleges. Serving nearly 13,000 students, GGC’s innovative practices, caring culture, and extremely affordable tuition are changing the game in higher education and changing the future for students at all levels, of all ages, and from all walks of life. Gwinnett County (pop. 920,000+) is home to a variety of businesses, including organizations involved in health care, education and information technology. Description:

The Customer Care Agent will provide customer information and resolve customer issues and/or create call-back tickets for follow-up. This position will respond to inquiries by providing professional, user friendly, accurate and real time information to a diverse audience supporting current and prospective students. Duties includes managing inbound /outbound calls and written communication (email and chat). This position requires time on the phone and computer to resolve customer inquiries. The position is measured by various metrics including resolution time and customer satisfaction.

ESSENTIAL FUNCTIONS

• Answer and responding to inbound calls, emails, and chat responses
• Creates callback tickets for follow-up
• Tracks inquiries via CRM system
• Assists in maintaining documentation for Customer Care team
• Maintains a current working knowledge of Enrollment Management Services policies
• Completes special projects and duties assigned by Assistant Director of Communication Services in a timely manner
• Speaks clearly, offers office identity, and provides a spirit of assistance
• Remain up to date regarding policies, calendar, deadlines, directions, etc
• Participates in ongoing training
• Performs other related duties as assigned

Minimum and Preferred Qualifications:

REQUIRED QUALIFICATIONS

• High School or GED
• Two years of call center customer service experience
• Experience utilizing CRM to track customer calls
• Advance computer skills
• Strong analytical skills
• Demonstrated strong customer service and communication skills
• Proven ability to prioritize effectively
• Demonstrated strong interpersonal skills
• Be a team player willing to embrace the concept of continuous improvement

PREFERRED QUALIFICATIONS

• Skilled in the use of a fax machine, copier and printer are a plus
• Knowledge of databases and how they work

Position Disclosure:Due to the volume of applications, applicants may not receive a reply from the College unless an applicant is selected for an interview. Review of applications will continue until positions are filled. Hiring is contingent upon eligibility to work in the United States and proof of eligibility will be contemporaneously required upon acceptance of an employment offer. Any resulting employment offers are contingent upon successful completion of a background investigation, as determined by Georgia Gwinnett College in its sole discretion. Georgia Gwinnett College, a unit of the University System of Georgia, is an Affirmative Action/Equal Opportunity employer and does not discriminate on the basis of race, color, gender, national origin, age, disability, sexual orientation or religion. Georgia is an open records state. PHYSICAL REQUIREMENTSPosition may require local travel. Depending upon specific duties, position may require a Collegeissued uniform or shirt to ensure employees engaged in representing the College to the community are clearly identified as such. Ability to lift and carry files and materials. Ability to move from one office to another office on campus. Adequate vision, hearing and manual dexterity to interact with people in person, on the phone and in writing. Must be able to perform the essential functions of the job, with or without reasonable accommodations. Position Status:Full-Time FLSA:Non-exempt