Bilingual Customer Service Representative - Call Center (English/Spanish)

• Responds to incoming questions and inquiries primarily by phone providing technical information that requires knowledge of Student Services procedures; exercises discretion in determining information to be released.
• Explains and provides assistance in the enrollment process including admissions, financial aid, counseling and advising, and registration.
• Makes outbound calls to prospective students, applicants, and current students regarding admissions, recruitment, financial aid, and registration.
• Gathers and/or provides factual information, maintains records, and interprets data requiring reference to a variety of sources; prepares and maintains complex statistical reports including designing formats for tables, charts and graphs; conducts needed special studies to report recommendations.
• Determines and resolves caller needs with the application process.
• Provides client feedback reports to management.
• Verifies admissions information for accuracy and completeness.
• Works as an effective cross functional team member.
• Identifies and refers students to support services available at MATC and community-based organizations; offers solutions to current students that promotes student retention.
• Contacts departments/offices across the college to research answers for student questions; avoids transferring calls or sending students to other offices.
• Assists with New Student Orientation, Quick Start and Promise Student Workshop.
• Provides job training and assistance to colleagues and subordinates on records management process.
• Serves as replacement for the Welcome Center.
• Performs other related duties as required for the efficient operations of the division.

Required Education: Associate degree in Business, Communication or related field required

Required Experience: Two (2) years of experience in customer service and/or call center; or any combination of experience and training which would provide the necessary knowledge, skills, and abilities.

COMPETENCIES

• Cultivates innovation
• Optimizes work processes
• Ensures accountability
• Collaborates
• Interpersonal savvy
• Communicates effectively
• Instills trust
• Customer focus
• Action oriented
• Values differences
• Self-development
• Compassion

• Requires knowledge of district policies and procedures; ability to interpret and communicate admissions, financial aid, registration processes and COSMO software application.
• Knowledge and proficiency in the use of computers, spreadsheets, multiple communication platforms and software with the ability to perform functions including creating documents and spreadsheets, correcting and proofing, storing and filing text, recalling and retrieving text, printing; and using special features as communications; merging, reformatting, major editing, and revisions.
• Organizational and coordinating skills, the ability to multi-task and handle multiple priorities and changes with professionalism.
• Ability to understand and follow oral and written instructions.
• Ability to utilize excellent customerserviceskills in order to establish and maintain effective working relationships with MATC staff, faculty, students, representatives from outside agencies, business community and the general public.
• Demonstrated ability to work effectively with people of diverse backgrounds and promote a positive working environment.
• Ability to establish and maintain effective working relationships with other employees, students and school personnel.
• Ability to communicate effectively through both oral and written means.
• Self-starter with the ability to work independently, and as a team member.
• Performs highly complex clerical duties requiring a thorough knowledge of the student services division and student services student data bases.
• Requires the ability to effectively communicate with students, staff and the general public by telephone and to handle problems tactfully, especially in situations of conflict.
• Must be able to project a professional image through phone interaction.
• Ability to problem solve by questioning, organizing, researching, analyzing, processing and interpreting complex information.
• Ability to multitask while working in a challenging, high volume environment, meet deadlines, and deal with difficult situations.
• Ability to make independent decisions.
• Ability to demonstrate good judgment and leverages past experience to plan and accomplish goals
• Ability to work effectively under pressure while maintaining a pleasant and professional demeanor.
• Ability to keyboard or type accurately whilecreating a student'sacademic record and/or entering information into student's academic records.
• Ability to keep complex records to assemble and organize data, and to prepare reports from such records.
• Ability to organize, direct, and review the work of a small staff of clerical employees.
• Ability to access and disseminate information using computers and proficient knowledge of Microsoft Office Suite.

Hours: This full-time position works 38.75 hours per week, scheduled Monday - Thursday 9:45 am - 6:15 pm, Fri: 7:45 - 4:15 pm.

Salary is listed to the midpoint of the salary range and is determined by years of experience credit and internal salary equity.