Job description
Security Sensitive Position?
Yes
Hours of Work
8:00 AM - 5:00 PM M-F
Position Details
Position Information
Posting Number
TSU202760
Official TSU Title
COORD CALL CENTER
Grant Title
N/A
Job Description Summary / TWC Summary
Under general supervision provides professional enrollment services utilizing advisory, technical, team leadership and administration skills to students and former students in an effective, efficient manner to meet their needs. Directs the operations of the Customer Service Center and establishes operating standards and objectives. Trains and supervises call center staff. Implements processes to ensure customer satisfaction leading to increased student retention, and a dynamic climate promoting diversity, lifelong learning and academic excellence.
Essential Duties Summary
- Call Center Coordinator is responsible for monitoring call volume and identifying trends in calls.
- Monitors the need for adjusted or extended hours during peak time and adjusts staff schedules to meet the needs of the university.
- Process Verification.
- Assist as needed during peak times to reduce the number of calls holding.
- Check and respond to emails and assist with any escalation issues.
- Collaborates with each unit to proactively resolve student issues and makes recommendations or takes action to meet the needs of the customer.
- Establishes a feedback process in collaboration with the Office of Institutional Effectiveness to evaluate the institution and department’s effectiveness and efficiency, in the delivery of customer service to students; and to ensure a unified focus and goal.
- Participates as a member of the team utilizing data to improve the efficiency and effectiveness of the delivery of customer service to the University and support the delivery of service to the students.
- Communicates verbally and in writing with students, departments, and outside entities to resolve student issues. Provides advice and guidance on Enrollment Services related issues within established policies and procedures.
- Directs the operations of the Enrollment Services Customer Service Center. Ensures that Call Center staff can articulate this information to the customers in a clear and concise manner.
- Trains the Customer Service Center staff to be knowledgeable of policies, practices, and procedures regarding State, Federal and University requirements. Establishes and sources customer services training opportunities for the Call Center Representatives.
- Performs other job-related duties as assigned.
% FTE
1.0
Hiring Range
$38,022.00 - $45,626.00
Education
Bachelor’s degree (B.A. or B.S.) is preferred, appropriate experience may be substituted for education on a year for year basis.
Required Licensing/Certification
None required.
Knowledge, Skills, and Abilities
Knowledge of:
- Policies, procedures, and practices.
- Requires full/complete knowledge in multiple disciplines and serves as an ultimate subject matter expert in at least one discipline or function. Demonstrates full command of technical and functional principles, procedures, and subject matter in multiple disciplines to handle any situation and lead or train others. Requires the ability to lead the development or modification of work procedures across multiple disciplines.
- Specialized operations, practices, equipment and procedures.
- Microsoft Office Professional or similar applications.
Skill in:
- Detail oriented.
- Effective customer service.
- Problem-solving and decision-making.
- Multitasking and time management.
- Both verbal and written communication.
Ability to:
- Work independently.
- Communicate effectively.
Work Experience
Three (3) to five (5) years of related experience.
Working/Environmental Conditions
- Routine office environment.
- Sitting or standing in one location much of the time.
- Some stooping, lifting or carrying objects light weight may be required.
- Use of video display terminal.
Desired start date
Position End Date (if temporary)
Posting Detail Information
UA EEO Statement
It is the policy of Texas Southern University to provide a work environment that is free from discrimination for all persons regardless of race, color, religion, sex, age, national origin, individuals with disability, sexual orientation, or protected veteran status in its programs, activities, admissions or employment policies. This policy of equal opportunity is strictly observed in all University employment-related activities such as advertising, recruiting, interviewing, testing, employment training, compensation, promotion, termination, and employment benefits. This policy expressly prohibits harassment and discrimination in employment based on race, color, religion, gender, gender identity, genetic history, national origin, individuals with disability, age, citizenship status, or protected veteran status. This policy shall be adhered to in accordance with the provisions of all applicable federal, state and local laws, including, but not limited to, Title VII of the Civil Rights Act.
Close Date
12/21/2022
Open Until Filled (overrides close field)
No
Special Instructions to Applicants
Open to all applicants.
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