Customer Service Call Center Agent

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For more information on everything FAU has to offer, please visit www.fau.edu/jobs. 

Note: Current FAU employees must apply as an internal applicant by logging into their existing Workday employee account.

Position Summary:

Florida Atlantic University is seeking a Customer Service Call Center Agent - Boca Raton, FL.

Summary of Responsibilities:

• Serves as one of the communication specialists in the call center within the Office of Admissions. Handles a high volume of incoming telephone calls from current applicants, prospective students, and families. Responds to inquiries regarding admission criteria, application status, admissions documents, and questions regarding admission to FAU. Interprets applicable university policies and procedures for the callers.

• Transfers the call to another area or department on campus if appropriate. A part of this function refers the student/parent to the FAU web pages.

• Determines appropriate office personnel to refer calls of a more complex nature and prepares referral sheet with all necessary information.

• Responsible for data entry and operating within a CRM platform. Each call is logged into the CRM with appropriate follow up codes and detail. Sending texts and follow up emails may also be required.

• Serves as support to Admission Officers: this involves answering an abundance of email inquiries or serving as a live Chat Bot agent from prospective students and families, assisting with outgoing calls, and event preparation.  

• Special projects as assigned by supervisor. 5-10 Saturdays or evenings are required to support Admissions recruitment events. Events are scheduled well in-advance for planning purposes.

The Department of Undergraduate Admissions at Florida Atlantic University seeks scholars who are committed to supporting the learning needs of students from diverse backgrounds and to thoughtfully engaging all communities in higher education. Florida Atlantic University embodies a culture of strategic and collaborative community engagement that results in mutual benefit to the institution and the various internal and external communities that it serves. 

FAU Benefits and Perks: 

If Benefits & Perks are important to you, then FAU is the place to be! Working at FAU has its perks! In addition to helping drive change and having a positive impact by supporting our students, staff, and faculty, FAU offers: 

• Excellent benefit packages including Medical (PPO/HMO $50 per month single & $180 per month family), Dental, Vision, Life Insurance, Flexible Spending plans, Employee Assistance Program (EAP) and much more. 

• State retirement options including tax-deferred annuities and Roth 403(b) plans. 

• State employees Public Service Loan Forgiveness (PSLF) program - https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service 

• Flexible work arrangement plans - https://www.fau.edu/hr/employee_relations/flexwork.php 

• Sick Leave Pool Program 

• Paid time off (eligible employees) including vacation and sick leave, 1 personal day, 9 paid holidays, and paid winter break (at President’s discretion). 

• Paid Community Engagement Volunteer Service Day - https://www.fau.edu/hr/documents/community-engagement-volunteer-leave4-2015.pdf 

• Employee Educational Scholarship Program (EESP) for eligible Staff/Faculty - Tuition assistance after 6 months of full-time employment. For in-unit fa