SUNY Empire State College — Call Center Representative

About SUNY Empire State College:

SUNY Empire State College was established in 1971 by Dr. Ernest Boyer as a distinctive statewide institution focused on innovative, nontraditional teaching and learning.

SUNY Empire is part of the State University of New York system and is accredited by the Middle States Commission on Higher Education. With headquarters in Saratoga Springs, New York, SUNY Empire primarily serves working adults pursuing associate, bachelor’s and master’s degrees online and onsite at locations in every region of the state and abroad.

The college’s 50-year commitment to flexible, individualized learning is represented by faculty mentors who guide students throughout their academic studies, the ability for students to build individualized degree plans, the award of credit for learning gained from life and work experience, world-class academic and social student-support communities, and flexible course delivery methods that meet students’ diverse learning preferences. The college boasts more than 89,000 successful alumni and partners with nearly 16,000 students each year who want to expand their personal and professional horizons.

SUNY Empire State College is committed to creating a multicultural, inclusive academic and work environment. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We believe that a diverse faculty is critical to academic excellence and prepares students to live and work in an increasingly global world.

We are pleased to offer our employees a generous compensation and benefits package. We also offer professional-development activities for professionals and support staff, as well as faculty-development opportunities that encourage pursuit of disciplinary and community-focused research, scholarship of teaching and learning, and leadership development. Faculty-development opportunities include our annual Fall Academic Conference and the annual Institute on Mentoring, Teaching and Learning.

Job Description:

SUNY (State University of New York) Empire State College is seeking to fill multiple positions for a full time Call Center Representative (State title: Staff Assistant) to join our 1Stop Student Services team at our Saratoga Springs, Rochester, Seldon or Hartsdale, New York locations.

The Call Center Representative serves as the primary point of contact for 1Stop Student Services, providing assistance with the non-classroom needs of students, faculty and staff relating to registration, financial aid, billing, and admissions. The Call Center Representative is expected to have strong working knowledge of functional office policies and procedures; possess the ability to provide excellent customer service in a high-paced multi-channel environment; demonstrate skills to effectively identify, analyze and resolve inquiries received, and work proactively across college departments to remove administrative barriers to enrollment and improve college wide student services.

Responsibilities:

  • Respond to student service inquiries accurately and professionally by phone, email, online and in-person.
  • Deliver a holistic, student-centered customer service experience related to course enrollment information, academic records, financial aid, billing and payment; with a continued focus on student persistence and retention.
  • Ensures the security and confidentiality of all student record information and submitted documentation to comply with Federal Educational Rights and Privacy Act (FERPA).
  • Use professional judgement to solve problems, provide referrals to other college offices/partners as needed and as trained/directed.
  • Effectively utilize college ERP (Enterprise Resource Planning) Systems tools.
  • Assist in the development of virtual 1Stop Student Service tools such as knowledgebase articles and videos; 1Stop Resources SharePoint, 1Stop Student Services Website and provide training-programs to in-college offices to support a student’s overall enrollment experience.
  • Perform proactive outreach to currently enrolled students eligible for immunization compliance, possessing incomplete FAFSA’s (Free Application for Federal Student Aid) and those effected by natural (or other defined) disasters.
  • Develop and maintain a culture that supports teamwork, student success and the mission of integrated enrollment services.

Requirements:

Required Qualifications:

  • Bachelor’s Degree
  • Two or more years’ experience working in a contact/call center or student service office at an institution of higher education.
  • Functional knowledge of the Free Application for Federal Student Aid (FAFSA) and college admission, enrollment, registration, and billing processes.
  • Demonstrated ability to work effectively in a multi-channel, fast-paced environment.
  • Experience providing customer service online, such as Live Chat, and Social Media Platforms.
  • Experience utilizing data to improve job performance and/or departmental initiatives and goals.
  • Excellent written and oral communication skills.
  • Demonstrated ability to contribute to dynamic cross-functional teams.

Preferred Qualifications:

  • Experience using Banner, ServiceNow, Ocelot, CRM Recruit and/or CRM Advise and Mitel System Software
  • Experience working with adult higher education students
  • Demonstrated experience with Microsoft 365 suite including SharePoint, Teams, Outlook, Word, and PowerPoint
  • Demonstrated experience creating online support tools and tutorials to support excellent virtual student/customer service
  • The ability to provide basic communication/instructions in Spanish.

Special Information:

  • We are looking to fill two positions.
  • Monday through Friday 8:30 a.m. – 5:00 p.m., including one day from 10:30 a.m. – 7:00 p.m.
  • Designated essential service provider. Occasional travel may be required.
  • VISA sponsorship is not available.

Additional Information:

Rank/Salary: SL2/$45,500 (Commensurate with experience).

Empire State College is an EOE employer.

IF YOU NEED A DISABILITY-RELATED ACCOMMODATION, PLEASE CALL THE ADA COORDINATOR AT (518) 587-2100, ext. 2240. IN ACCORDANCE WITH THE TITLE II CRIME AWARENESS AND SECURITY ACT, A COPY OF OUR CRIME STATISTICS IS AVAILABLE UPON REQUEST BY CALLING (518) 587-2100, ext. 2800. IT CAN ALSO BE VIEWED ON-LINE AT THE SAFETY AND SECURITY WEBSITE AT http://www.esc.edu/safety-security

Application Instructions:

Applications Due By: The review of Applications will begin immediately and will be accepted until position is filled.

If you are interested in applying for this position, please submit the following documents, which are required for consideration by clicking on the APPLY NOW button:

  • Resume
  • Cover letter
  • Name and contact information of three references

Apply online: https://www.interviewexchange.com/jobofferdetails.jsp?JOBID=137332

Related: