Title:Response Center Agent-3 openings Position ID Number:3259 Posted Date:05/09/2022 Closing Date:05/27/2022 Job Category:Staff Department:Response Center - HRES Position Status:Full-Time Staff Salary Range:$38,522 - $48,152 Position Summary:

The Response Center Agent provides comprehensive customer service in person and via telephone, mail, chat and email. The Response Center Agent is responsible for responding to inquires and providing general assistance in admissions, enrollment intake, registration, records retention functions and financial aid to students and staff promptly, courteously and accurately. Accurately explain Financial Aid application process, eligibility requirements and federal and state grants, Federal Direct Loans, state aid programs, institutional and private scholarships, book advance, emergency advance programs and veteran's benefits to current and prospective employees.

AACC may offer partial telework to staff in certain positions. Details can be discussed during the recruitment process”

Anne Arundel Community College (AACC) is committed to enriching the educational experience it offers through the diversity of its faculty, administrators, and staff members. The college seeks to recruit and support a broadly diverse team who will contribute to the college's excellence, diversity of viewpoints and experiences, embrace concepts of equity and inclusiveness, and support the equal rights of all people by advancing the understanding and appreciation of differences including age, race, gender, ability, religious convictions, socio-economic status, ethnic heritage, or sexual orientation. Women and minorities are encouraged to apply.

Job Duties and Responsibilities:

Transact business with the college on behalf of the caller as appropriate, using a full array of college information systems over the phones. Confirm status of in-process transactions for customers, such as transcript requests, financial aid status or registration over the phone. Assist students in making academic advising appointments.

Use available databases to retrieve and disseminate information such as class availability and location and provide accurate information regarding Records and Registration, Admissions and Enrollment Development, Financial Aid, MyAACC and general college information.

Assist with assignments, activities, projects associated with the departments hosting of the annual AACC Commencement, College Fair, and other office activities. Assist in covering the Information Visitors Services desk as assigned. Responsible for submitting work orders for the office as needed. Will train and assist as backup for responding to Ask AACC emails.

Participate in ongoing training programs i.e. customer service training, microsoft excel. Training to improve and reduce transfer rates using skill routing. Participate in monitoring and coaching activities to improve skills and to achieve Enrollment Services goals.

Assist students with various requests via web chat services. Provide timely, accurate information and assistance students engage in web chats. Provide suggestions for improved services and functionality. Participate in training and meet chat standards and goals.

Required Qualifications:

High school diploma or equivalent

Minimum three years customer service experience

Strong customer service, interpersonal, verbal and written communication skills required.

Ability to work in a sedentary, structured setting, with established goals, procedures and policies, i.e., a minimum of six hours daily answering calls or inquiries.

Ability to work a flexible schedule to accommodate fluctuating staffing levels and the needs of the Enrollment Services Division.

Knowledge of Microsoft Office and general Internet experience.

Ability to deal effectively and tactfully with students and the public from diverse backgrounds,

Preferred Qualifications:

Associate’s degree

Call Center experience

Ellucian Colleague Student information software experience

Hours Per Week:40 Required Documents:Cover Letter, Resume/Curriculum Vitae