Goodwill Industries of San Antonio

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Call Center Student Service Representative

at Goodwill Industries of San Antonio

Pay: up to $12.50/hour
12.50 - 12.50
Posted: 11/7/2019
Job Status: Full Time
Job Reference #: 2689

Job Description

Call Center Student Service Representative
req2689

At Goodwill Industries San Antonio, our Mission is to help change lives through the power of work. We serve our community by providing career training and placement assistance for employment. Our programs are supported with profits generated through the sale of donated goods in our Retail Stores, and revenue from business services offered through our Contract Services Division. We invest 92.6 cents of EVERY DOLLAR EARNED back into the community. This is accomplished through educational programs and career services provided through our Good Careers Academy and Good Careers Centers.

We are currently seeking a dynamic Call Center Student Service Representative who has a passion for serving others and making a difference. Join the Goodwill Team today.

LOCATION
San Antonio, Texas
DeZavala @ IH10 W

Full Time

EMPLOYMENT TYPE
Non-Exempt

PAY
12.50 - 12.50

WORK SCHEDULE
Monday - Thursday 7AM - 7PM, Fridays 7AM - 5PM and some Saturdays as needed.

PRIMARY DUTIES AND RESPONSIBILITIES
Position Summary: CallCenter Student Service Representative (CCSSR) will respond to and provide timely, professional, accurate, andadequate responses to student inbound and outbound calls, e-mails, chats andany other assigned service delivery channels in support of the Alamo CollegesStudent Contact Center. Inquires will bereceived through an Interactive Voice Response, Automated Call Distributionsystem, and/or ticketing system.

Essential Duties and Responsibilities
1.Answers large volume of inbound phone calls, emails, and chats in fast-paced contact center.
2.Identifies student needs and verifies their identity through approved methods.
3.Promotes first contact resolution when applicable by referencing correct knowledge articles via Alamo Colleges knowledge base system.
4.Maintains a high degree of product knowledge through active participation in training, coaching and quality assurance calibrations.
5.Displays critical skills by responding to student inquiries by clarifying the question, researching the inquiry, providing solutions, and escalating matters through appropriate channel when applicable.
6.Must be able to multitask and think critically when rendering student support through the utilization of multiple systems and other resources.
7.Uses proven customer service techniques to establish and maintain professional rapport.
8.Demonstrates knowledge, skills and abilities to ensure that all key performance indicators listed on individual performance scorecard are met.
9.Properly and accurately updates student records via ticketing system.
10.Performs other duties and expectations as assigned.

JOB REQUIREMENTS
Requirements:
1.Minimum one year of experience in a call center environment.
2.High school diploma or GED required.
3.Experience in working in a student support environment strongly desired.
4.Proven professional verbal and written communication skills.
5.Ability to meet the attendance requirements for the position.
6.Must be able to type minimum 30 wpm with minimal errors.
7.Basic proficiency with MS Office (Word, Outlook), web browsers and other applicable systems. Experience with Banner and ZohoDesk preferred.
8.Ability to utilize dual computer screens and multitask while accessing multiple systems.
9.Must possess critical thinking skills required to comprehend principles and models as a means towards providing effective, efficient and accurate service to student inquires.
10.Experience in higher education preferred. Current or previous student of the Alamo Colleges is strongly encouraged to apply.

For more information about Goodwill Industries San Antonio, please visit our website at: www.goodwillsa.org.

Equal Opportunity Employer/Veterans/Disabled

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!