Position Title:Federal Work Study - Customer Care Agent Job Category:Student Department:Federal Work Study Program - 7510180 Division:Enrollment Management Services Required Documents:Cover Letter, Resume, Student Detailed Class Schedule 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:

This position will provide professional, user friendly, accurate and real time information to a diverse audience supporting current and prospective students. The primary offices served will be Admissions, Registrar/Records and Student Financial Aid. The Customer Care Center will provide information for these offices, resolve issues and/or create call back tickets for follow-up. Duties will include managing inbound /outbound calls and written communication (email and chat). This position will require time on the phone and will be measured by various metrics including resolution time and customer satisfaction.

ESSENTIAL FUNCTIONS

• Focus will be on answering and responding to inbound calls, emails, and chat responses
• Tracking inquiries via CRM system
• Help maintain documentation for Customer Care team
• Must maintain a current working knowledge of Enrollment Service policies
• Completes special projects and duties assigned by Customer Care Manager in a timely manner
• Speak clearly, offer office identity and a spirit of assistance
• Remain up to date regarding policies, calendar, deadlines, directions, etc
• Participate in ongoing training
• Must be punctual and present on a daily basis
• Attend meetings as necessary for the position
• Other duties as assigned by Customer Care Manager

Minimum and Preferred Qualifications:

REQUIRED QUALIFICATIONS

• Must have Federal Work Study award and be in good academic standing
• Must be currently enrolled in a minimum of 6 credit hours and be able to handle confidential information
• Strong analytical and customer service skills and the ability to prioritize effectively
• Strong communication and interpersonal skills.

PREFERRED QUALIFICATIONS

• Advanced computer skills and 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 and credit check if applicable to the position, 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, sexual orientation, disability or religion. Georgia is an open records state.

PHYSICAL REQUIREMENTS

Position may require local travel. 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. Applicant must be able to perform the essential functions of the job, with or without reasonable accommodations.

Work Hours:No more than 19 hours per week. Position Status:Part-Time FLSA:Non-exempt