Location: Worcester, MA Category: Office and Administrative Support Posted On: Mon Jul 19 2021 Job Description:
GENERAL STATEMENT OF RESPONSIBILITIES:
Under the direction of the Director of Institutional Communications, provide up to date accurate information and assistance to students, staff and community. Make and receive inbound and outbound calls, emails, or text messages. Deliver comprehensive general information regarding all aspects of college procedures, programs and services that pertain to the enrollment process. Provide excellent customer service.
Reports to Director of Institutional Communications.
DUTIES AND RESPONSIBILITIES:
Greeting and welcoming visitors, responding to inquiries from current and prospective students providing information, making appropriate referrals and scheduling appointments as appropriate.
Responsible for answering the College's main phone line, directing calls as applicable, responding to voice mail and updating outbound voicemail or other options.
Accurately responding to inquiries about Quinsigamond Community College and the Student Success Center from students, staff and the community in a courteous and online chat.
Accurately directing/transferring appropriate calls to departments for solution.
Working as a team player with all staff to meet the expectations of the students, community members, visitors and employees;
Resolving problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions and escalating unresolved problems.
Assist in implementing retention activities such as emailing, texting, or making outbound phone calls (50-60/hr.) to current or prospective students, collecting data to inform retention strategies.
Assist current and prospective students with information regarding registration online, over the telephone and/or via text messaging.
Performs other duties as assigned.
MINIMUM QUALIFICATIONS1.Applicants must have at least (A) two years of full time experience or equivalent part time experience in office work, or (B) any equivalent combination of the required experience and the substitutions below.
1.A diploma as evidence of graduation from the commercial or business course of a recognized high school or vocational/technical high school may be substituted for a maximum of one year of the required experience.
A diploma as evidence of graduation from a course other than the commercial or business course of a recognized high school or vocational/technical high school or possession of Massachusetts high school equivalency certificate may be substituted for maximum of eight months of the required experience.*
A diploma for completion of a one-year, or equivalent part-time program, in a recognized, non-degree granting business or secretarial school above the high school level may be substituted for a maximum of one year of the required experience*.
A diploma for completion of a two-year, full-time, or equivalent part-time program in a recognized non-degree granting business or secretarial school above the high school level may be substituted for the required experience.*
2.Two years of general office experience is required.
3.High level of interpersonal and communication skills is required.
4.Commitment to providing excellent customer service.
5.Creative problem-solving abilities.
6.Customer orientation and ability to adapt/respond to diverse individuals.
Five years direct student services work experience at a higher education institution
Previous call center experience.
Knowledge and experience with Image Now, Jenzebar CX, PowerFAIDS or related student transaction systems.
Previous experience in fast-paced a work setting that required delivering a high level of quality customer service
Advanced knowledge of Microsoft Office suite and scheduling software.
Bilingual or multilingual
Full time benefited position. Starting weekly salary $712.97. Full benefit package.
Work schedule is Monday through Friday, 37.5 hours per week, within the hours of 9:00 AM and 5:00 PM. Some morning, evening or weekend availability will be required.
QCC was established in 1963 to provide access to higher education to residents of Central Massachusetts. Since the early 60s, enrollment has grown from 300 to over 13,000 full and part-time day and evening students served. Over 120 associate degree and certificate career options in Business, Healthcare, Technology, Liberal Arts, and Human Services. The College also offers a wide variety of non-credit courses, workshops, and seminars through its Center for Workforce Development and Continuing Education. In addition, over 300 noncredit and nearly 35 credit courses are offered online.In addition to its main campus on West Boylston Street in Worcester, the College has program locations in downtown Worcester at its Healthcare and Workforce Development Center, at the Senior Center in Worcester (Hospitality & Recreation Management), Burncoat High School in Worcester (Automotive Technology), and in Marlborough at Assabet Valley, and Southbridge.QCC is especially interested in candidates who, through their research, teaching, and/or services, will contribute to the diversity and excellence of the college academic community.