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Technician 2, Contact Center

Job Description

Position Title

Technician 2, Contact Center

Open Internally or Externally

External

If faculty, tenure track status

Not Applicable

Reports to (title)

Coordinator 1, Contact Center

Department

Contact Center-4J3

Requisition Number

23293

Position Type

Replacement

Job Category

Staff

FT/PT

Full-time

Starting Salary

$32,805.17 - $33,051.22

Job Open Date

05/22/2023

Open Until Filled

Yes

Priority Review Date

05/29/2023

Job Summary

Provide front line support to all stakeholders of Salt Lake Community College (SLCC) (including new, prospective and continuing students, College faculty and staff, and the community) via telephone, email, online chat, and all other appropriate communication channels in a timely manner. Provide support in the areas of admissions, academic advising, assessment for placement, orientation, selection of classes, registration, additional student services, hours of operation, emergency contact information, procedures, and general College information. Provide navigation assistance and troubleshooting for the College’s website, MySLCC, and other College electronic resources. Provide call routing to appropriate departments within the College. Act as a referral agent for all College academic programs and guide new and continuing students in appropriate decision-making. Work with partner departments to disseminate information across the College organization. Ensure the college is represented in a professional, accurate, timely, and caring manner.

This position will currently be filled with the primary focus to help students by phone. However, with the potential addition of a chatbot to the SLCC website, this position may transition to fill the role of SLCC website chat support for users who do not get the answers they need from the chatbot.

This position is completely remote.

Essential Responsibilities and Duties

  • Provide accurate, courteous, and timely support to prospective students contacting the College via all appropriate channels (including but not limited to telephone, mail, email, and online chat). This includes answering questions and providing assistance regarding the admissions process, student fee and tuition structure, online and in-person orientation, transfer of credits, residency, various enrollment options, placement testing, ACT/SAT scores, academic advising, career advising, campus locations and the general catalog.
  • Assist students with academic course exploration, sequencing, scheduling, class selection, and website navigation (including MySLCC and other College electronic resources). Refer prospective students to appropriate Student Services, Academic, or Administrative departments.
  • Work side by side with new employees while training and allowing them to listen into calls.
  • Other duties as assigned.

Minimum Qualifications

  • High school diploma or equivalent required.
  • One year of full-time customer service experience required.
  • Trade off 1:1 in experience/education requirement.

Preferred Qualifications

  • Multiple years of call center/switchboard experience preferred.
  • Multiple years of experience in higher education preferred.
  • Knowledge of computer systems and programs preferred.
  • Experience using customer service chat support systems preferred.
  • Bilingual (Spanish) preferred.

Knowledge, Skills & Abilities

  • Superior customer relation skills.
  • Professional telephone etiquette.
  • Exceptional organizational skills and problem-solving skills.
  • Demonstrated ability to multi-task.
  • Solid knowledge of College organization and campuses.
  • Type 30+ wpm. Proficient in Microsoft Office, Excel, and Outlook.
  • Flexibility to adjust schedules for busy periods.
  • Ability to communicate effectively with a broad range of diverse people, ability, culture, and ethnic background, to maintain good working relationships across the College.
  • Ability to work with all groups in a diverse academic, socioeconomic, cultural, and ethnic background of community college students, faculty, and staff, including those with disabilities.

Non-Essential Responsibilities and Duties

Proactively research changes within other departments and programs at the College and share information with colleagues to maintain the most up to date reference materials and directory information. Assist with updates and maintenance of current College directories and reference materials.

Special Instructions

Priority hiring will be for the evening full time shift from Monday – Thursday 11:30am to 8:00pm and flexible shift options for Fridays. The start date for this position is June 1st, 2023.

Full consideration will be given to applicants who apply on or before the priority review date indicated above. More information about Salt Lake Community College benefits: https://i.slcc.edu/culture/benefits/index.aspx

SLCC Highlights

Salt Lake Community College is Utah’s largest open-access college with the most diverse student body in the state. We proudly educate 45,000+ students pursuing degrees in 100+ programs across 8 areas of study, and Utah’s fastest growing industries and four-year baccalaureate programs consistently welcome SLCC graduates. Every SLCC employee has a hand in transforming students’ lives to strengthen its surrounding communities. SLCC employees work at 11 locations across the valley and capital city of Salt Lake with easy access to the beautiful Wasatch Mountains, world-class outdoor recreation, sporting events, museums, history, and arts and entertainment.

Salt Lake Community College seeks and values contributions from each community member and welcomes new and diverse perspectives. A respectful work environment is its top priority; academic excellence and lasting transformation come about when diverse voices can speak and collaborate freely. As an emerging HSI, SLCC leads the state with the highest enrollment of students from the Latinx/a/o community. SLCC is committed to serving diverse students and being a model for inclusive and transformative education.

FLSA

Non-Exempt

SLCC Information

Salt Lake Community College (SLCC) is fully committed to policies of equal employment and nondiscrimination. The College does not discriminate on the basis of race, color, national origin, age, sex, sexual orientation, gender identity, genetic information, disability, religion, protected veteran status, expression of political or personal beliefs outside of the workplace, or any other status protected under applicable federal, state, or local law.

SLCC is a participating employer with Utah Retirement Systems (“URS”).

This position may require the successful completion of a criminal background check.

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