Job Title: Specialist IV, Call Center Lead
Location: LSC-System Office UP
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 34498
Commitment to Mission

This job carries with it the obligation to uphold the Mission of Lone Star College (LSC) in carrying out the duties of the position. A commitment to positive interpersonal behaviors, professional communication, diversity, integrity, leadership, stewardship, respect and accountability to LSC students and employees is essential.

Cultural Beliefs

• One LSC
• Student Focused
• Own It
• Advance Equity
• Cultivate Community
• Choose Learning

The Chronicle of Higher Education’s “Great Colleges to Work For” is designed to recognize colleges that have been successful in creating great workplaces and to further research and understanding of the factors, dynamics and influences that have the most impact on organizational culture at higher education institutions.

Lone Star College was recognized in five areas: Confidence in Senior Leadership; Diversity; Facilities, Workspace & Security; Job Satisfaction; and Work/Life Balance.

Campus Marketing Statement

Lone Star College-System Office, University Park

Lone Star College offers high-quality, affordable academic transfer and career training education to 99,000 students each semester. LSC is training tomorrow’s workforce today and redefining the community college experience to support student success. Stephen C. Head, Ph.D., serves as chancellor of LSC, the largest institution of higher education in the Houston area with an annual economic impact of nearly $3 billion.

LSC, which consists of seven colleges, ten centers, two university centers, Lone Star Corporate College and LSC-Online, is continuously named Great Colleges to Work For by the Chronicle of Higher Education. To learn more, visit LoneStar.edu.

Lone Star College-System Office employees are based at one of two System Office locations; The Woodlands and University Park. Both are the site for multiple administrative departments and system-wide training programs.

Location address is 20515 SH 249 (SH 249 and Louetta Road) Houston, Texas 77070-2607.

Job Description

PURPOSE AND SCOPE:

The Specialist IV, Call Center role provides student support, processes inbound calls, and acts as the initial escalation point for unresolved calls. Serves as primary liaison between Lone Star College teams (such as PeopleSoft (iStar), functional departments (Financial Aid/admissions/advising) and the Call Center), composes knowledge base updates, and collaborates with other Call Center personnel to improve operations and exceed customer expectations. Assist with communication performance measures of call agents through documentation of call monitoring. Handles non-routine calls that require deviation from standard screens, scripts, and procedures.

ESSENTIAL JOB FUNCTIONS:

Lead support for employees experiencing call issues to provide appropriate support and direction for first call resolution

Monitor and evaluate phone agent calls for quality assurance and provide weekly performance feedback to management

Provide Lone Star College information, handle complaints, and answer complex caller questions via phone, e-mail, and online self-service generated tickets.

Suggest methods to improve content information, efficiency and service to both internal and external customers

Recommend work procedures and processes that support LSC and departmental standards, procedures, and strategic directives center

Train new hires

Assist with special projects

Responsible for other reasonable related duties as assigned

KNOWLEDGE, SKILLS AND ABILITIES:

Ability to work non-traditional hours (may include weekends and holidays as needed)Excellent verbal and written communications skillsExcellent listening skills and professional phone etiquette and demeanorExcellent problem-solving abilitiesStrong attention to detailUnderstanding of Call Center technologiesAbility to use software productsAbility to prioritize effectivelyAbility to balance team and individual responsibilities

PHYSICAL ABILITIES:

The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items, such as papers, books, or small parts; or driving an automobile. No special physical demands are required to perform the work.

WORK SCHEDULE AND CONDITIONS:

PC workstation running on a LAN in a Microsoft Windows environment, calculator, phone and other general office equipmentInternal and external contacts as needed to carry out the functions of the positionA climate-controlled office with minimal exposure to safety hazards is the general work environment, unless otherwise stated in job announcement

REQUIRED QUALIFICATIONS:

• High School Diploma or GED and at least 5 year of experience, or an equivalent combination of education and experience

PREFERRED QUALIFICATIONS:

• Some Call Center experience

Salary

Hiring salary range is $34,670-$39,870

Lone Star College provides a hiring salary range for all posted full-time non-faculty positions. Where your salary offer would fall in that range is determined by your related experience and education. Should you receive an offer of employment from Lone Star College, the resume submitted in the application process will be utilized to calculate your salary offer. The information outlined below will provide the Office of Human Resources everything needed to determine an accurate starting salary.

Your resume should provide a complete picture of your work experience. The resume should include the following information for each position listed:

1. Length of time (specific months and years) of employment
2. If the position was full time or part time
3. If the position was paid or unpaid
4. Unofficial transcript for highest earned degree

Additionally, any certifications listed as required or preferred in the Lone Star College job description should be included in the resume submitted.

Benefits Marketing Statement

By joining our top-notch institution, you will enjoy being a part of an organization that offers a supportive, collegial work environment and excellent work/life balance. This includes a full comprehensive and competitive benefits package, a generous number of paid holidays and vacation days, wellness programs, tuition waiver, professional development opportunities and more.

Special Instructions

Go to the Job Search page, click on ‘My Activities’ at the top of the page. Under My Cover Letters and Attachments you will click on ‘Add Attachment.’ Please be sure to put the Job ID# in the title once you name your file for cover letters only, unless you attached your cover letter with your resume.

If you are applying for an Instructional position (i.e. Faculty, Adjunct Faculty, Instructor), please ensure you include the following to be considered: Resume/CV, Cover Letter, Teaching Philosophy, and unofficial transcripts.

You must limit your file name for any attachment to 40 characters or less.

How to Apply

ALL APPLICANTS MUST APPLY ONLINE ONLY

We will not accept application material received via fax, email, mail, or hand delivered.

Postings for part-time and adjunct positions are active for the academic year. By selecting the option to receive notifications on your profile, you will begin receiving electronic communication regarding new opportunities with Lone Star College (LSC).

If selected for an interview, a recruiter will contact you by phone, or email to schedule an interview.

Lone Star College participates in the E-Verify program, under which Lone Star College provides the federal government with information from each new employee's Form I-9 to confirm that the employee is authorized to work in the United States.

More information on the E-Verify program is available at www.dhs.gov/E-Verify.

Lone Star College is an EEO Employer. All positions are subject to a criminal background check.