Call Center Representative
Company: American Career College
Location: Lake Forest
Posted on: January 18, 2023
Job Description:
Summary: Call Center Representative is responsible for providing
excellent Customer Service in accordance with the mission and
values of the company. Manages a high volume of inbound and
outbound calls for both American Career College and West Coast
University. Follows different communication Scripts based on call
type. Performs data entry for all inbound inquiry calls (name,
address, email, phone number, consents for texting and auto dial,
etc.) and warm transfers the call to an Admissions team member
based on program of interest and school brand. Receives some
inbound calls for campus departments and follows scripts,
processes. In some instances, Representative will pre-qualify and
schedule appointments for the prospective student to visit the
campus and meet with our Admissions team. Places outbound
re-contact calls on a daily basis using an automated telephone
dialer and updates prospective record with outcomes of call (call
attempts, etc.). May perform other duties as assigned. - -
Responsibilities:
Call Center Representative essential
functions include answering a high volume of inbound calls/outbound
dials and providing outstanding customer service to prospective
students, fellow co-workers, and executives. Always friendly,
patient, and positive with the goal of exceeding expectations and
satisfaction. Incoming department calls: Receives and screens
inbound calls for both American Career College and West Coast
University. - Routes them to appropriate departments or individuals
at the campuses. Takes detailed/accurate messages and forwards
accordingly. - Incoming Inquiry calls for American Career College &
West Coast University: Follows Scripts based on call and provides
information to prospective students in response to inquiries;
performs data entry of personal information (name, address, source,
email, phone number, etc.), transfer calls to the Admissions team
member and assigns the CRM record/information to the advisor based
on rotation. - Maintains related records/information on calls and
distribution. For WCU Online, additional pre-qualification
questions apply. Outbound Re-contact calls/campaigns: Responsible
for outbound calls for Both American Career College and West Coast
University using a Telephone Automatic dialing system to all
web/affiliate inquiries that inquire via the internet. -
Information is automatically pushed to dialer and CC rep dials out,
confirms information, and warm transfers the call to the Admissions
team based on program of interest and location on a rotation basis.
- Maintains related records/information on calls and distribution.
For WCU Online and Center for Graduate Studies, additional
pre-qualification questions apply. Appointment Setting: When
Advisors are not available, follow script and schedule
Info-Sessions and/or appointments for prospective students to visit
the campus. Review campus and program specific InfoSession
schedule. Provide details on address and other pertinent
information based on Program. - Set up the appointment in the CRM
system. - Finally, when necessary email Admissions Advisor of any
special details. Inbound Employer calls: - Follows script and takes
appropriate information for Career Service Employer calls. -
Transfers call to program specialist accordingly or takes a
detailed message and forwards. Disqualification Queue/View: -
Monitor throughout the day and review the invalid inquiries
Admissions Advisors are submitting and process accordingly (DNC
requires update in the CRM file and DNC system, random Customer
Service call to confirm Invalidation, switch between campuses,
email communication for rejections, etc.). - Once that is
completed, Approve or Reject each of the submissions/files. - Not
Acknowledge Queue/View: Monitor throughout the day and review the
inquiries that have been returned to the queue. - Re-assign each of
the records to an Admissions Advisor. - - Adheres to
College/University policies and procedures and conducts job
responsibilities in accordance with the standards set out in the
College/University's Code of Ethical Conduct, Compliance Agreement,
Sexual Harassment Policy or any of its policies and procedures,
applicable federal and state laws, and applicable professional
standards. Maintains regular and timely attendance, reports to work
as scheduled and as required to meet the needs of the
College/University and assures time worked and/or time-off is
recorded properly. - Exercises care, proper use and maintenance of
department equipment and supplies, identifies unsafe conditions and
makes appropriate adjustments. Maintains order, cleanliness and
safety at work. Performs other duties as assigned. - -Education:
- -High School Graduate or equivalent required. - -
Knowledge/Experience: -
Requires basic knowledge of standards
and processes within a narrow scope of work. - Minimum 2 years
experience preferred. May require vocational or technical education
in addition to prior work experience. Customer Service experience.
A minimum of one to two years' experience as a Call Center,
Customer Service Representative, receptionist, or office related
position. Experience with handling a high volume of telephone calls
with courtesy, speed, and accuracy. Telephone Auto Dialing System
experience preferred. - - Qualifications/Skills:
Excellent Customer Service skills
(patient, friendly, upbeat attitude). Ability to type a minimum of
40WPM. Ability to operate a telephone switchboard and/or telephone
automatic dialing system. Willingness to work a flexible schedule,
including weekend. Some knowledge in Microsoft office. Ability to
demonstrate strong professional verbal communication and
interpersonal skills. Ability to handle difficult callers in a
professional manner with a goal in mind of completing the call on a
positive note. - Ability to multi-task and function well under
pressure. Ability to maintain confidentiality of all associate,
student, and administrative information. - Ability for work
effectively in a high ethnic and culturally diverse student and
associate community. Able to multi-task and have great problem
solving skills. Detail Oriented Bilingual skills are not mandatory,
but are an asset. CRM knowledge preferred. #LI-CM1 #HEJ ABOUT
US
American Career College's commitment to quality education for over
40 years has provided students excellence in hands-on healthcare
training at our campuses in Ontario, Los Angeles, and Orange
County. American Career College is dedicated to the belief that all
students have the right to succeed and reach their full potential.
To meet this challenge in postsecondary education, American Career
College's mission is to provide adult learners with the skills and
technical knowledge needed for initial employment in entry-level
positions. With more than 50,000 graduates, you will have the
opportunity to contribute to the support of our communities by
educating quality healthcare professionals, collaborating with
incredible people, and grow in your own profession.Our benefited
faculty and associates are offered a comprehensive benefit package
including:
- Health & Wellness
- Financial & Retirement
- Family & Parenting
- Vacation & Time Off
- Perks & Discount
- Professional DevelopmentAmerican Career College is proud to be
an equal opportunity employer, and we seek candidates who desire to
work in and serve an ethnically-diverse population.Campus: ACC
Campus Support Services
Function: Support
Keywords: American Career College, Lake Forest , Call Center Representative, Other , Lake Forest, California
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