Call Center Specialist

JOB
The Call Center Specialist performs duties in the Apache Call Center, reporting to the Assistant Director, Apache Call Center. Candidates for this role should have excellent customer service and communication skills, high attention to detail, and the ability to manage time well.

EXAMPLE OF DUTIES
Primary ResponsibilitiesAssist students and parents by phone in the Apache Call Center with questions related to financial aid, admissions/registrar, and student accounts. Provide accurate information, resolve issues, and connect callers with the appropriate campus resources to support enrollment and success.Call assigned groups of registered students to provide guidance and support in completing required financial aid processes and documentation.Monitor and respond promptly to inquiries received through the financial aid and Apache Enrollment Center email accounts, ensuring accurate and helpful communication.Represent the financial aid office at on-campus events such as new student orientation, preview days, housing check-in, West Campus orientation, and registration rallies.Evaluate and analyze submitted financial aid documents to ensure compliance with federal, state, and TJC policies and procedures.Ensure compliance with federal and state laws, regulations, and institutional policies related to the administration of Federal Title IV student financial aid, student privacy, records management, and data security.Route incoming calls placed to the TJC main number as needed, serving as a switchboard operator on a rotating basis when part-time staff is unavailable.COMPETENCIESKnowledge, Skills, and AbilitiesComputer Software Skills, Customer Service, Interpersonal Skills, Written and Verbal Communication, Public Speaking, Time Management, Typing/Word Processing, Accuracy, Attention to Detail.SUPERVISORY RESPONSIBILITIESIndividual ContributorWork Environment: Work may be required outside of normal business hours, including holidays; standard office setting with frequent interaction with students, faculty, and staff. Physical Demands: prolonged periods of sitting at a desk and working on a computer; repetitive motions such as typing and using a mouse.Travel Required: Yes- MinimalIf travel is required, the candidate must have and maintain a current, valid Texas driver’s license and an acceptable driving record.

SUPPLEMENTAL INFORMATION
EXPECTATIONSPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Will have contact – in person, by email, or by phone – with staff, students, and the general public.Must exhibit a sensitivity to and an understanding of the diverse academic, socio-economic, cultural, and ethnic backgrounds of staff and students and to staff and students with disabilities.Regular and punctual attendance is an essential function of each employee. NOTE: With or without reasonable accommodation, the individual in this position must possess the competencies and must be able to perform the essential functions and duties of the job as described above, including essential tasks requiring specific physical demands.