The Call Center Specialist supports a cross-functional admissions team from a call center. This position is responsible for making outbound contacts and responding to phone and web generated inquiries from prospective students. This person provides excellent customer service while qualifying potential students for a campus tour with an admission representative.

Call Center Specialist Duties and Accountabilities:

Support a best-in class admissions team to ensure that potential students are qualified.
Reach out to prospective students daily.
Conduct conversations regarding potential students interest and plans regarding their education.
Manage inbound inquires over the phone and via email.
Invitation and verification outbound calls.
Responsible for scheduling campus tours via CRM tools like SalesForce.
Input and maintain accurate data entry of all relevant information into CRM tool.
Provide courteous and expedient outbound telephone customer service.
Ability to multi-task, using active listening and professional responses to overcome prospective student concerns and objections.
Promote the recruitment of traditional and non-traditional students in multiple markets across the United States.
Feedback and escalate urgent concerns to management on a timely basis.

Call Center Specialist Key Relationships:

Call Center Specialist Key Result Areas:

4-8 objectives with associated activities and KPI’s (which can then align with the performance plan) that the incumbent is accountable for.

Objective:

Support campus enrollment initiatives
Maintain compliance with all State, Accreditation and Department of Education Standards
Strengthen and/or maintain skills able to meet expected performance levels

Major Activities

Make contact with prospective students to present program, answer questions, qualify potential students, and schedule campus tours
Initiate dialog with prospective students to obtain referrals
Maintain records in accordance with Department of Education and accreditation regulations.
Protects student privacy and account information by adhering to FERPA (Family Education Rights and Privacy Act).
Attend ongoing training as provided as required

Key Performance Indicators

Accountable for achieving the assigned number of outbound contacts (telephone and email) daily
Maintains records of all outbound contacts made daily demonstrating 100% follow up.
Schedules the assigned number of campus tour appointments with prospective students
Achieves referral goals
Weekly phone call evaluations reflect an acceptable compliance rating.
Sales Force updated in real time, with 100% accuracy
100% attendance recorded at required training

Call Center Specialist Qualifications:

High School diploma required, college degree preferred.
Outbound telemarketing sales experience in a professional call center environment with a focus on customer service or sales.
1-to-3-years of customer service and/or relationship sales environment.
Must possess knowledge of the sales process and have a strong desire for success in selling.
Familiarity with CRM tools management is a plus, SalesForce experience preferred.
Experience in for-profit education, preferred.
Good listening skills and able to display patience and empathy when dealing with customers.
Flexible and comfortable working in a fast-paced start-up environment.
Excellent time management and organizational skills.
Strong communication and presentation skills; communicates effectively, presenting ideas and facts clearly and effectively in an oral or written manner.
Excellent Computer skills in MS Excel, Powerpoint, Word for MAC.

Competencies:

Must genuinely enjoy interacting with a diverse group of people on a daily basis.
Able to build rapport, listen actively, establish trust and confidence with prospects, and possess a sincere interest in helping others achieve life goals.
Able to match products and services to prospect needs, and communicate the value proposition of the specific opportunity.
Able to commit and assume responsibility for achieving goals.
Ability to read, write and comprehend English fluently. (Spanish - Bilingual preferred).
Comfortable working in very fast-paced work environment under pressure.
Enjoys challenge and is comfortable with change.
Ability to work well in a team environment, as well as independently.
Passionate about education and creative arts is a plus.

Call Center Specialist Additional Information

South Florida based remote position. Must have reliable home internet and Personal computer/laptop.

Sitting for long periods. Dexterity and coordination to handle files and single pieces of paper, occasional lifting of items weighing up to twenty-five (25) pounds such as files, stacks of paper, reference and other materials. Moving from place to place within the organization, minimal reaching for items above and below desk level. Strength, dexterity, coordination and vision to use keyboard, video display and telephone for prolonged periods.