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Prospect Team Agent

Tidewater Community College


Location:
Norfolk, VA
Date:
04/25/2017
Job Code:
PT00301
Categories:
  • Customer Service/Call Center
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Job Details

Prospect Team Agent

Prospect Team Agent

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Posting Details

Position Information

Position Type Wage/Hourly
Role Title Education Support Spec II
Position Working Title Prospect Team Agent
Pay Band 03
Position Number W0711
Full or Part Time Part Time
Recruitment Type General Public – G
Location Norfolk
Position End Date (if temporary)

Job Description Information

Job Posting Number PT00301
Job Description Summary

Tidewater Community College seeks applications for four (4) part-time Prospect Team Agent positions. These positions will work to provide front line customer service support for new and prospective students via telephone, email, and live chat in order to increase information capture amongst prospects and increase the percentage of new prospects and applicants to the college that become students.

Function
  • Inbound Call Customer Service:
    • Provides remote customer service via telephone to prospective students and applicants to the college.
    • Uses and reviews provided training handouts to provide accurate information to callers.
    • Communicates with potential students and applicants in accordance with departmental customer service standards.
    • Troubleshoots potential barriers to enrollment for prospective students and applicants
    • Identifies prospects problem or inquiry and provides to the best of their ability an answer and/or a next step to move towards enrollment.
    • Helps applicants using the online application form.
  • Information Capture and CRM :
    • Attempts to collect and track relevant contact information from all callers.
    • Enters relevant information and logs all conversations into CRM software.
    • Completes departmental training program for CRM best practices, and works with Salesforce CRM as daily system of record.
    • Escalates calls that require higher skill level by opening a case in the CRM.
  • Live Chat:
    • Communicates with prospective students and applicants via a live chat portal on the college’s website.
    • Conducts live chat correspondence absent of spelling or grammar errors, and in a manor consistent with departmental customer service standards.
    • Provides information about the college and its programs to potential students chatting on the college website.
    • Directs users to correct information in Public Knowledge base or public facing customer website.
  • Email Customer Service:
    • Responds to prospective student and applicant inquiries, providing relevant customer service and sales information.
    • Completes response to assigned emails within 1 business day.
    • Conducts email correspondence absent of spelling or grammar errors, and in a manor consistent with departmental customer service standards.
    • Reroutes email requests above their skill level by opening a case in CRM.
  • Outbound Calls:
    • Proactively contacts prospective students and applicants based on CRM defined criteria to encourage enrollment.
    • Makes outbound telephone calls to encourage prospective students and applicants to take the next step towards enrollment under the direction of the Prospect Team Manager.
Required Qualifications

Demonstrated computer competency with database, spreadsheet and word processing programs, internet navigation and searches, and electronic mail. Customer service or sales experience in a client facing business environment. Demonstrated ability to solve problems. Ability to communicate effectively both orally and in writing as demonstrated in use of grammar, spelling, and punctuation. Knowledge of effective customer service techniques. Must be able to work in a fast-paced multiple responsible environment providing superior customer service to a diverse population while maintaining harmonious working relationships with coworkers.

Preferred Qualifications

Experience or training using PeopleSoft Student Information System or another electronic student system. Experience or training using Sales force or any other CRM (customer relations management) tool. Previous experience with customer service preferably in an educational setting.

Work Schedule

29 hours per week to be scheduled from Monday through Friday, between 9:00 AM and 6:00 PM. Flexibility to work varied hours during the week is needed.

Posting Detail Information

EEO Statement

Tidewater Community College is an EEO/AA employer and is strongly committed to achieving excellence through cultural diversity. The college actively encourages applications by and nominations of qualified minorities, women, disabled persons, and older individuals.

E-Verify Statement

After accepting employment, new hires are required to complete an I-9 form and present documentation of their identity and eligibility to work in the United States. Tidewater Community College uses the E-Verify system to confirm identity and work authorization.

Open Date 04/06/2017
Close Date 05/05/2017
Open Until Filled No
Hiring Range $12.00 an hour for 29 hours per week
Salary Information
Additional Information This position requires satisfactory completion of background checks prior to employment.
Special Instructions to Applicants

Documents Needed to Apply

Required Documents
  1. Résumé
  2. Cover Letter/Letter of Application
Optional Documents

Supplemental Questions

Required fields are indicated with an asterisk (*).

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