Call Center Agent

Job Details

Category:: Staff
Department:: Enrollment Services
Locations:: Des Plaines, IL
Posted:: Aug 12, 2021
Closes:: Open Until Filled
Type:: Full Time Staff
Position ID:: 135180

About Oakton Community College :


For 50 years, Oakton Community College has been the setting where thousands begin or continue their college or career studies. Educating people of all ages, from all walks of life and from more than 40 nations, Oakton focuses on improving the quality of life for everyone who enters its doors.


We offer:


Continuing education
Great benefits
Paid winter break
FRIDAYS OFF during the summer




Job Description:


Basic Function and Responsibility:


The Call Center Agent provides excellent customer service to students, college employees, and the community at large by delivering comprehensive help regarding all aspects of college procedures, programs and services that pertain to the enrollment process. The role effectively communicates live as well as across digital platforms. This role answers questions, provides guidance, and connects with partners when appropriate.


Characteristic Duties and Responsibilities:


  • Provide accurate and helpful information to students and the community via telephone as well as written and electronic communications (i.e., chat bot) by applying Federal, State, and College policies and procedures appropriately, and follows the guidelines of the Family Educational Rights and Privacy Act (FERPA). As appropriate, route inquiries to the appropriate person/department.
  • Maintain the required knowledge about Admissions, Financial Aid, Registration, Records, Cashier, Testing and Academic Advising processes, as well as a basic understanding of other departments and areas around campus in order to serve as a primary campus resource for current and potential students.
  • Train students virtually or in-person on how to use online enrollment services functions to support admission, registration, and payment activities. Educate students on how to access College information available on the internet.
  • Coordinate services which connect students to meet with advisors or specialists from Academic Advising, the Career Center and other College departments as necessary.
  • Display initiative and be proactive in helping students through the enrollment process.
  • Assist with email and/or call campaigns to inform students about deadlines and other important enrollment-related information.
  • Assist with the training and limited functional supervision of student employees.
  • Assist with continuing assessment and evaluation of Enrollment Center processes. Provide suggestions to enhance the delivery of enrollment services information provided over the telephone and via the internet.
  • Report website discrepancy problems to the computer technical support group. Follow-up and verify corrections or changes.
  • Assist in maintaining student records including filing and scanning.
  • Document student transactions via service log. Help maintain log and provide updates as needed.
  • Perform other job related duties as assigned.


Requirements:


Qualifications and Working Conditions:


  • Associates degree required or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired.
  • Two years of customer service experience is required, preferably in higher education.
  • A high level of interpersonal and communication skills are required. Incumbent must be able to give and receive advice and opinions and interact with individuals in situations requiring sensitivity, patience, and tact.
  • Ability to interact professionally and tactfully with people of different levels of education, cultural backgrounds, and life experiences, and to exhibit an adequate level of respect to fellow employees and the College community at large.
  • Must have a strong dedication to customer service and problem solving.
  • Must be able to use the internet, Google suite, and student information database to retrieve and interpret data.
  • Mobility to move from building to building on-Campus. Work is performed in a general office environment and sedentary in nature. Little or no exposure to adverse working conditions.



Additional Information:


Supervision Received:


Functional supervision is received from the Manager of Enrollment Services. Administrative supervision is received from the Director of Admission and Enrollment.


Supervision Exercised:


General supervision may be exercised over student employees.


HOURS: Monday - Friday 8:15 am - 5:00 pm


SALARY: $42,223 Salary may change due to the completion of staff negotiations


* Two positions are available



Application Instructions:


For further details, visit our website at www.oakton.edu and select the Employment link to view Employment Opportunities.


Please be sure to have a current resume, cover letter, and list of, at least, three (3) professional references with contact information prepared to submit with your application. One (1) of the references must be your most recent, direct supervisor.


Oakton Community College is an equal opportunity, affirmative action institution, committed to employing competent, qualified individuals. Oakton Community College does not discriminate on the basis of race, color, creed, religion, national origin, disability, age, marital status, military status, socioeconomic status, sex or gender, gender identity, or sexual orientation in admission to and participation in its educational programs, college activities and services, or in its employment practices.


Posted positions may be removed from the Oakton website without notice when it is determined that no additional applicants are required.



URL: www.oakton.edu

Organization

With more than 2,500 course offerings each term, Oakton Community College offers a wealth of educational options in the heart of Chicago’s northern suburbs. From degree programs to non-credit career enhancement and personal enrichment courses, Oakton has something for everyone. 

Founded in 1969, Oakton is a two-year community college offering associate's degree programs and non-credit courses in northern Cook County, Illinois.

Locations
Oakton's 147-acre main campus sits in a forest preserve in Des Plaines, Illinois. A second campus in Skokie serves residents on the eastern side of the District and is home to the Art, Science, and Technology Pavilion. The College also offers continuing education classes at off-campus locations throughout the region, and many students pursue studies at home through our distance learning program.

Programs of Study
Associate's degrees in 80 areas of study prepare students to transfer to four-year institutions or to step directly into rewarding careers. Continuing education programs offer personal enrichment and career advancement opportunities through courses ranging from art to home improvement to English as a Second Language.

Faculty
Oakton's 700 full- and part-time faculty members boast top academic credentials, and their true passion is teaching. In small classes, our faculty engage students as individuals and guide their learning experience.

Students
Oakton's 46,000 credit and non-credit students represent all ages, 55 nations, and a wide range of experience. More than half come from a minority background, bringing a wealth of perspectives to campus.

Student Life
Students at Oakton participate in 50 clubs and organizations, from the Ceramics Club to Students for Social Justice, and they take a role in college governance and more through the Student Government Association and other leadership groups. A rich activities calendar offers lectures, social events, service opportunities, and more.

With a full performing arts season and a museum dedicated to the work of Chicago-area artists, Oakton Community College fosters a creative environment where the arts flourish. For students, that means opportunities to learn, create, and perform. For the community, the College offers a wide array of cultural events and opportunities to experience creativity.

Find Us
Location
United States

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