Job: Call Center Assistant

Jobing Description

The Call Center team is responsible for receiving all incoming phone calls to the university, scheduling appointments, making appointment confirmation calls, triaging and answering all inbound questions or transferring to another department as appropriate, and performing live click-to-chat on the university web site. These responsibilities are performed in an ethical manner consistent with the university?s mission and vision. Responsibilities: 1. Provides GREAT customer service, anticipating and exceeding the needs of our customers.
2. Exhibit flexibility, sensitivity, and respect, maintaining a working relationship with all team members.
3. Answers and disposes of all incoming telephone calls via appropriate transfer, answer FAQ, taking a message, or follow-up and return call; routinely checks the queue to monitor calls holding.
4. Maintains, processes and manipulates data on a personal computer/mainframe using word processing, data base, and spreadsheet software.
5. Responsible for scheduling and coordinating appointments; blocks and unblocks schedules; documents and makes calendar changes; monitors schedules for overbooking; follows-up on missed appointments.
6. Operates multi-line phone switchboard and contact center application.
7. Tabulates and reports calls; makes and reports appointment confirmation calls.
8. Performs work of a confidential nature.
9. Exhibits professional demeanor at all times while representing the University.
10. Demonstrates and promotes the university cultural values.
11. Performs other duties as assigned.
Responsibilities continued:
Qualifications: 1. High School Diploma/G.E.D required
2. Must be enrolled in a minimum of 6 credit hours and meeting the standards of academic progress.
3. Previous call center or multi-line switchboard experience preferred.
4. Demonstrated excellent interpersonal, communication and presentation skills, both written and oral which transcends to diverse audiences.
5. Demonstrated phone communication and phone equipment skills.
6. Demonstrated ability to process large amounts of information quickly.
7. Demonstrated ability to work accurately and effectively with computerized data systems (PC and mainframe).
8. Demonstrated ability to check and respond to e-mail and be accountable for information received.
9. Demonstrated ability to type (35wpm) in complete sentences.
10. Demonstrated positive organizational and technical skills.
11. Demonstrated ability to effectively plan, develop goals, meet deadlines, and accomplish goals while prioritzing workloads.
12. Demonstrated ability to maintain satisfactory work performance and attendance records.
13. Demonstrated ability to maintain a professional appearance and manner.
14. Demonstrated ability to communicate effectively and relate well to students, parents, faculty, staff, and others while maintaining appropriate confidentiality.
15. Demonstrated ability to work effectively with people of diverse backgrounds and promote a positive working environment, spirit of cooperation and positive reactions to change and conflict resolution.
16. Must be highly motivated and solution oriented with a high degree of integrity, ethics, and dedication to the mission of the university.
17. Must be able to work an irregular schedule, evenings or Saturday as needed, additional hours during peak times or as required.
Type of Environment: Business office environment
Special Instructions to Applicants: Please attach a copy of your most updated school schedule.

The Call Center is open 7:30am until 6:30pm Monday through Friday. Must be available to work flexible shifts around your school schedule.

This position is funded through the work study program you must qualify for work study funding to be considered for this position (If you are not sure if you qualify email financialaid@davenport.edu for more information)

This position requires you to be enrolled at least 1/2 time. (Six credits per semester for undergraduate, three credits per semester for graduate students)
Environmental Factors: Prolonged sitting and standing
Use of personal computer and telephone (eye and hand strain)
Necessary Travel:
Occasional lifting: 26 - 50 lbs
Regular lifting requirements on a daily basis: