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Escalation Coordinator

Employer
Georgia Gwinnett College
Location
Georgia Gwinnett College

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Employment Type
Full Time
Institution Type
Four-Year Institution
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Job Title: Escalation Coordinator
Location: Georgia Gwinnett College
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 240883
About Us

Located in the vibrant community that is Gwinnett County, Georgia Gwinnett College (GGC) is a technology-rich, financially affordable, four-year institution with an access mission, housed on a modern 260-acre campus, 30 miles northeast of downtown Atlanta.

GGC's transformative model of education prepares students to be life-long learners through the four pillars of scholarship, leadership, service and creativity. With a diverse student body of over 11,000 and a similarly diverse faculty and staff of 1,300+, the college embraces innovative approaches to education and administrative services through an inclusive culture.

Georgia Gwinnett College recognizes the talents of its faculty and staff as the institution's most critical asset. Essential to the college's mission is the critical need to attract, retain, and engage a diverse and highly qualified workforce. In addition to the University System of Georgia's expansive benefit and retirement offerings, employees who have completed six months of regular full-time service with GGC are eligible for the system's Tuition Assistance Program (TAP). This program fosters the development and professional growth of employees through tuition assistance for eligible courses at any of the system's 26 institutions.

The University System of Georgia's total compensation package features an outstanding set of employee benefits for eligible positions, including, but not limited to, medical, dental, and vision plans, paid holidays, sick and vacation leave and retirement savings plans. More information can be found by visiting the USG Benefits webpage: https://benefits.usg.edu/

Job Summary

Reporting to the Director of Enrollment Communication Services, the Escalation Coordinator provides professional, user friendly, accurate and real time information to a diverse audience supporting current and prospective students. The primary offices served are Admissions, Registrar/Records and Student Financial Aid. The Customer Care Center provides information for these offices, resolve issues and/or create call back tickets for follow-up.

This position requires hands-on phone time and is measured by various metrics including resolution time and customer satisfaction. The incumbent has a key role in fostering a positive work environment with the expectation of continuous improvement and first-class customer service. The incumbent will also provide leadership to the Enrollment Management Services Division. Collaborative and team-oriented skills, with a commitment to student success and diversity, are essential attributes required of an individual in the role.

Responsibilities
  • Responds to all escalated calls, ensuring that customer satisfaction is maintained by appropriately responding to difficult calls and efficiently escalating irresolvable calls to the appropriate department
  • Manages multi-channel communications while ensuring consistency of messages and documentation accuracy
  • Answers escalated and non-standard incoming interactions from customers in a professional, polite, and courteous manner; diffuses tense customer interactions by appropriately managing conflict, and building a rapport with customers
  • Determines optimal processes to resolve customer concerns through assessing individual situations and authorizing specific policy exceptions in the interest of customer satisfaction
  • Documents and updates records in required systems (WIKI and CRM) and maintains a current working knowledge of Enrollment Management Services' policies
  • Tracks calls and identifies common trends, or emerging issues, to be added to knowledgebase and/or training
  • Provides feedback to management with regard to operation protocols and coaching opportunities that enhance the accountability of call center staff
  • Assists with creation of trainings and material to be used for Customer Care team and completes special projects and duties assigned by/per the direction of the Director of Enrollment Communication Services
  • Performs other duties as assigned

Required Qualifications
  • 2 Year / Associate Degree
  • Four to six years of Call Center customer service experience
  • Experience utilizing systems in a Call Center environment
Preferred Qualifications
  • Call Center tier two/escalation experience
  • Previous supervisory experience in a Call Center environment
  • Experience working with databases
Knowledge, Skills, & Abilities
  • Analytical and customer service skills
  • Ability to effectively prioritize
  • Skill in customer service related communications
  • Skill in interpersonal relationship building
  • Skill in a variety of computer programs and operations
Conditions of Employment

Offers of employment are contingent upon completion of a background investigation including a criminal background check demonstrating your eligibility for employment with Georgia Gwinnett College, as determined by Georgia Gwinnett College in its sole discretion, confirmation of the credentials and employment history reflected in your application materials and, if applicable, a satisfactory credit check. Applicants may be subject to a pre-employment drug test.

Offers are made expressly subject to the applicable federal and state laws, to the statutes, rules and regulations of this institution and to the Bylaws and Policies of the Board of Regents (BOR) of the University System of Georgia (USG), which are available for your inspection upon request.

Equal Employment Opportunity

Georgia Gwinnett College is an equal employment, equal access, equal educational opportunity, and affirmative action institution. It is the policy and practice of our institution to recruit, hire, train, promote, retain, and educate persons without regard to race, color, national or ethnical origin, age, disability, sex/gender, religion, sexual orientation, gender identity, genetic information, or veteran status as required by applicable state and federal laws (including Title VI, Title VII, Title IX, ADA, Sections 503 and 504 of the Rehabilitation Act, AREA, and Executive Order 11246 ). For questions or more detailed information regarding this policy, please contact the Georgia Gwinnett College Human Resources Team at (678) 407.5070 or email [email protected] Individuals requiring disability related accommodations for participation in any event or to obtain print materials in an alternative format, please contact the Payroll and Benefits at (678) 407.5070 or email [email protected] Any individual who feels that they may have been discriminated against, should contact the Office of Diversity & Equity Compliance at [email protected]

Background Check
  • Standard + Education
Other Information

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 Requirements
Position requires 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. Job takes place in normal environmental conditions.

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