Contact Center Representative - Evening Remote Customer Service

Position Title:  Contact Center Representative - Evening Remote Customer Service

Position Status: Non-exempt

Work Hours:  Mon–Fri. Ability to work Evening and Saturday Shifts; Secondary holidays may be a scheduled workday.

Reports To: Contact Center Manager

Location: Remote

 

Join our team as a Remote Contact Center Representative and be the voice of our college! You'll connect with a high volume of prospective students, crafting positive first impressions and providing outstanding customer service that showcases our brand. Your efforts will directly contribute to enrollment goals by effectively nurturing leads. Success in this role requires thriving in a dynamic environment and a commitment to ongoing learning.

 

Essential Duties and Responsibilities:

1. Productivity: Call, contact and connect prospective students to one of the Bryant & Stratton College admissions offices via warm phone transfer. Coordinate all necessary internal resources/personnel to improve lead contact & conversion results via phone, chat & email within a call center environment.  Maintain 1 transfer per hour.
2. Conversion: Meet or exceed established phone and conversion goals for each session/semester, including Close %.
3. Documentation: Capture and record lead/marketing data across multiple systems both timely and accurately.  Assist with CRM & Five9 list management, including extracting, formatting and uploading lead data.  Maintain and distribute updated reference materials for new and existing team members.
4. Persuasion: Deliver prepared scripting to potential students, using persuasion and relationship building skills to encourage persistence through the enrollment process.  Assist with training and the continuous development of new employees.  Assist with the delivery and management of new process changes and acts as a support network for peers.
5. Time Management: Provide students and inbound callers with a world-class student experience by effectively managing time. Manage Online transfer overflow including setting appointments, conducting interviews, email follow up, CRM updates and relaying student information to Admissions.

 

Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

 

College Competencies:

• Accountability—Takes ownership
• Brand Ambassadorship—Understands our brand and messages it to the students
• Embracing Change—Adapts to changing circumstances by accepting and responding positively to different ideas and approaches.
• Values—Recognizes the impact of the position on others and acts consistent with BSC core values to ensure positive outcomes
• Delivering Program and College Services—Consistently provides appropriate information and guidance to students, groups, individuals and other stakeholders so that appropriate choices and decisions are made (A)
• Manages/Organizes Priorities -- Takes initiative and utilizes resources to insure priorities are met in a timely manner and corrects problems as they arise. (A)
• Outcomes Oriented – Makes efficient use of time and resources to achieve successful outcomes. (A)

 

Key Competencies and Skills:

• Telephone skills
• Verbal and written communication skills
• Listening skills
• Problem analysis and problem solving
• Customer service orientation
• Organizational skills
• Goal oriented
• Attention to detail
• Judgment
• Adaptability
• Team work
• Stress tolerance
• Resilience

 

 

Qualifications:

• 3+ years previous call center/sales experience
• Previous experience working in a remote/hybrid role
• Ability to work Mon-Fri 10a-7p, 11a-8p or 12p-9p EST
• Computer Skills:  Internet savvy with knowledge of Microsoft Office product, including Outlook
• Phone Skills:  High degree of resolving issues over the phone and ability to build rapport

Preferred qualifications:

• Previous experience working in a remote role
• Experience: 5+ years call center and sales experience
• Associate’s degree or higher

Physical Demands and Work Environment:

 

Position requires standing or sitting in a stationary position as well as the occasional need to lift, carry, push, and/or move objects up to 10 pounds.

Position also req