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Part-Time Specialist IV, Call Center (#20558) SO/UP - 20558 more...
Location:Houston, TX
Company:Lone Star College
First posted:May 31, 2017
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Job Details

Job Title Part-Time Specialist IV, Call Center (#20558) SO/UP Job ID 20558
Location
LSC-University Park
Full/Part Time Part-Time

Favorite Job
Regular/Temporary Regular

Commitment to Mission

This job carries with it the obligation to uphold the Mission of Lone Star College (LSC) in carrying out the duties of the position.  A commitment to positive interpersonal behaviors, professional communication, diversity, integrity, leadership, stewardship, respect and accountability to LSC students and employees is essential.

Cultural Beliefs

  • Students Matter
  • Inspire Excellence
  • Act Intentionally
  • Better Together
  • No Fear!
  • Trust!

Campus Marketing Statement

Nationally recognized, globally connected and locally focused, Lone Star College is the largest college or University in Houston and one of the fastest growing community colleges in the United States.  With more than 80,000 credit students each semester and a total enrollment of more than 95,000, Lone Star College is committed to student success and credential completion. 

LSC adds $3.1 billion to the local and regional economy by providing educational opportunities across the north Houston region. 

Lone Star College-System Office employees are based at one of two System Office locations; The Woodlands and University Park.  Both are the site for multiple administrative departments and system-wide training programs.

This position is located at the LSC-System Office, University Park location at 20515 SH 249 (SH 249 and Louetta Road)
Houston, Texas 77070-2607

Position Summary

The Student Support Call Center is designed to receive inbound calls from students at any campus needing assistance with student services, including Admissions, Advising, Business
Office/Bursar/payments and related student needs. Under limited supervision, this position provides student support, processes inbound calls, and acting as Lead Specialist over a team of Specialists.   Handles non-routine calls that have been escalated from level I to level II, requiring deviation from standard procedures and may require adjustments and corrections.  Assists management with administrative and operational support of the Call Center.

Job Functions

  1. Provides general Lone Star information, handles complaints, and answers caller questions via phone, online chat, e-mail, and online self-service generated tickets.

  2. Functions as first response access point for all students providing information, direction and step-by-step instructions to students on a variety of self-service modules.

  3. Resolves level 2 adjustments & corrections and triages issues to Call Center Advisors or Director for proper resolution.  Acting as Lead to Call Center staff, helps ensure a high level of first call resolution.

  4. Submits knowledgebase information and reports to management as requested.

  5. Responsible for accurate ticket documentation and assignment for issues that must be routed back to campus or functional teams for resolution.

  6. Possesses excellent knowledge of People Soft Campus Solutions student records and LSC student portal, myLoneStar.edu.  Utilizes high degree of technical expertise in student self-service modules to deliver support and resolve student issues.

  7. Responds actively and sensitively to customer issues and inquiries as well as to employees under assigned area.

  8. Assists with appropriate data collection and reporting to ensure adequate information is available for planning.

  9. Actively participates in or leads training sessions.

  10. Assists with analyzing and evaluating Call Center effectiveness and makes recommendations for continuous improvement.

  11. Takes part in training call center staff.

  12. Responsible for other reasonable related duties as assigned .

Required Qualifications

  • High school diploma and at least 5 years of work related experience or an equivalent combination of education and experience

Preferred Qualifications

  • Associates Degree

  • Knowledge of People Soft Campus Solutions

  • Bilingual English/Spanish

  • FERPA knowledge and training

Knowledge, Skills, & Abilities

  • Ability to work non-traditional hours (may include weekends and holidays as needed).

  • Strong attention to detail.

  • Ability to use software products.

  • Ability to prioritize effectively.

  • Understanding of Call Center technologies

  • Excellent verbal and written communications skills

  • Excellent listening skills and professional phone etiquette and demeanor

  • Ability to balance team and individual responsibilities

  • Excellent problem-solving abilities

Salary

Hourly Pay Rate is $12.25 per hour (not to exceed 19.50 hours per week).

Work Schedule & Conditions

PC workstation running on a LAN in a Microsoft Windows environment, calculator, phone and other general office equipment.

Internal and external contacts as needed to carry out the functions of the position.

Work is performed in a climate-controlled office with minimal exposure to safety hazards.

Work hours vary. Multiple schedules during general operating hours of Monday through Thursday, 8:00 a.m. to 7:00 p.m. and Fridays 8:00 a.m. to 5:00 p.m. Minimal travel is required. Non-traditional hours during peak periods, special events and projects, including evenings, weekends, and holidays may be required.

Benefits Marketing Statement

By joining our top notch institution, you will enjoy being a part of an organization that offers offer a supportive, collegial work environment, excellent work/life balance, tuition reimbursement, participation in the TIAA-CREF retirement plan and more.

How to Apply

ALL APPLICANTS MUST APPLY ON-LINE ONLY

To learn of all available opportunities, go to: (please use the apply button below) .  Search by keyword or click the "Advanced Search" link to search by keyword or Job Opening ID.  Application materials will not be accepted via fax, e-mail, mail or hand delivery.

Normally there is no contact with applicants unless they are selected for interview.  Some openings are posted year-round and are re-posted periodically; these applicants will be notified and asked to re-apply in order to remain active applicants for those positions.

Lone Star College participates in the E-Verify program, under which Lone Star College provides the federal government with information from each new employee's Form I-9 to confirm that the employee is authorized to work in the United States. More information on the E-Verify program is available at (please use the apply button below) .

All positions are subject to a criminal background check.  EEO Employer

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