Office Support, Call Center Navigator

Job Description

Date: August 8, 2022
Position Title: Office Support, Call Center Navigator
Department: Enrollment Center
Job ID: 1377
Work Hours/Schedule: 40 hours/52 weeks, M-F, occasional Saturday and/or late phone coverage
Compensation: APSS, Level C - $17.60/hour
Reports to: Call Center Coordinator
Posting Close Date: August 23, 2022


Grand Rapids Community College provides an excellent benefits experience for our GRCC family. Our benefit package is designed to enhance employees' health and well-being. Part-time employees have different benefits outlined in the specific collective bargaining agreements and handbooks. Below is an overview of these benefits, additional details are available on the Human Resources/Benefits website:
? Six health insurance plan options (includes a high deductible plan with a health savings account option).
? A unique dental & vision reimbursement program (includes coverage for adult orthodontia & lasik eye surgery).
? Employer sponsored retirement plans as well as voluntary retirement savings plans (403b or 457 plans)
? Tuition benefits at GRCC for you, your spouse and your dependents.
? Tuition reimbursement at other higher education institutions for you.
? Generous time off that includes sick, vacation and personal leave banks.
? Paid holidays and holiday shutdown period in late December!

The Call Center Navigator is responsible for answering all calls, promptly and courteously, that come into the Call Center. The Call Center is a high volume call center, particularly around registration dates, tuition due dates, and semester startups. This position is responsible for conveying detailed and accurate information to prospective, new and existing students, via our Cisco phone line. It is critical that this position is current with all events and happenings on campus at
all times.

Essential Job Functions
? Support recruitment, enrollment, and outreach initiatives via the main phone lines into GRCC and the Student Services Area.
? Perform exceptional telephone customer service duties by responding courteously and promptly with all customers, while serving as the “human voice” for the college either directly or by routing to appropriate staff.
? Daily responsibilities include: assisting the community on the phone, relaying college news, monitoring the accuracy of applications like 25Live and the Portal and reporting inaccuracies or outdated information where applicable.
? Work as a team with other Information Office/Switchboard staff, such as IT Help Desk, to anticipate and serve student needs with a seamless transition.
? Provide information for faculty and staff utilizing excellent judgment, maintaining highest levels of confidentiality and ethical standards.
? Must be motivated to learn and stay abreast of GRCC in order to provide accurate customer service.
? Participate in outreach campaigns to promote various initiatives such as class registration or tuition due date. Outreach may include phones, email, text, or click to chat.
? Confidentially create and maintain accurate records, files and office activities via electronic and paper files, searches files, and records for information as requested.
? Create and maintain effective working relationships with GRCC staff to ensure positive teaming on projects.
? Work with the Communications Department to inform the public during emergency or crisis events (including updating the front-end message on the phone lines in the event of class cancellations).
? Attend special departmental events and/or training as required.
? Provide callers with appropriate information in regards to applying, submitted documents, placement testing, registering for classes, and technical support.
? Field questions from staff via google chat and email.
? Ability to multitask with multiple phone lines, answering google chat, and collaborating with colleagues.
? Answer Click-to-Chat inquiries and questions.
? Responsible for troubleshooting various student issues and communicating with Student Services staff.
? Other duties as assigned.

Marginal Job Functions
? Occasional night and weekend hours.

? Associate’s degree required or comparable combination of relevant education and experience.
? National Career Readiness Certificate (NCRC) preferred.

Work Experience
? Minimum of 3 years experience in a customer service/call center environment.
? High level technology skills.
? Knowledge and experience with web-based applications; Cisco phone system, Microsoft Office Suite; Peoplesoft, Student Information Systems.
? Independently handle sensitive or difficult information using good judgment.
? Proven initiative, follow through and resourcefulness.
? Finalists must possess excellent proofreading skills and have aptitude for detailed work. A skills assessment may
be required.

? The following competencies are essential and will be evaluated for our candidates through the evidence-based selection process:

Foundational Competencies
? Responsibility
? Teamwork
? Adaptability
? Listening
? Achievement
? Information Skills
? Speaking
? Decisive

Occupational Competencies
? Getting Information
? Communicating with Supervisors, Peers, or Subordinates
? Interacting With Computers
? Establishing and Maintaining Interpersonal Relationships
? Organizing, Planning, and Prioritizing Work
? Documenting/Recording Information
? Processing Information
? Identifying Objects, Actions, and Events
? Updating and Using Relevant Knowledge
? Performing Administrative Activities
? Making Decisions and Solving Problems
? Communicating with Persons Outside Organization
? Evaluating Information to Determine Compliance with Standards
? Monitor Processes, Materials, or Surroundings
? Resolving Conflicts and Negotiating with Others

Equipment Use/Knowledge/Skills/Abilities
? Ability to become and continue to stay familiar with organizational structures and policies.
? Ability to collaborate with various departments.
? Ability to anticipate and address needs and areas of concern as it relates to this position.
? Ability to work effectively with people from diverse backgrounds and abilities.
? Must be able to maintain confidentiality (understanding of FERPA laws and requirements).
? Team player with a positive attitude and a genuine desire to be helpful.
? Ability to work harmoniously with college students, employees and community members.
? Excellent customer service skills.
? Ability to adapt to changing technologies and responsibilities.
? Proactively identify problems and use excellent judgment to resolve, or assist in resolution.
? Ability to perform daily routine and duties with minimum supervision.

Physical Demands
? Must be able to lift and move 30 pounds of recruitment materials.
? Must be able to sit for prolonged periods.

Mental Demands
? Organizational and problem solving skills.
? Excellent customer service and communication skills (oral and written) are required to be successful in this

Working Conditions
? Grand Rapids Community College will comply with any mandated health and safety requirements. Employees will be directed to our GRCC Policy(s) for compliance information.
? Regular attendance during normal scheduled hours is required. Being present is essential for serving customers and performing the essential functions of this position.
? Fast paced work environment.

Grand Rapids Community College is only accepting online applications for this position at Submit a cover letter and resume in one document. The opportunity to apply for this position will close on August 23, 2022 at 11:59PM. Individuals with diverse backgrounds are encouraged to apply. Grand Rapids Community College is an equal opportunity employer. Visa sponsorship is not available.

Grand Rapids Community College creates an inclusive learning and working environment that recognizes the value and dignity of each person. It is the policy and practice of GRCC to provide equal educational and employment opportunities regardless of age, race, color, religion, marital status, sex/gender, pregnancy, sexual orientation, gender identity, gender expression, height, weight, national origin, disability, political affiliation, familial status, veteran status or genetics in all programs, activities, services, employment and advancement including admissions to, access to, treatment in, or compensation in employment as required by state and federal law. GRCC is committed to reviewing all aspects of GRCC programs, activities, services and employment, including recruitment, selection, retention and promotion to identify and eliminate barriers in order to prevent discrimination on the basis of the listed protected characteristics. The college will not tolerate any form of retaliation against any person for bringing charges of discrimination or participating in an investigation. Further information may be obtained from the EEO Office or the Office of General Counsel, 143 Bostwick Avenue NE, Grand Rapids, MI 49503-3295.

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