Tier 2 (An employee performing the functions of this tier is expected to perform the functions of a tier 1 representative as well as the following job duties and expectations). Performs other duties as assigned by Contact Center leadership. Interfaces with the Contact Center leadership, Admissions staff, peers, co-workers, students, and prospective students.
Responds to customer requests with a high level of quality and compassion via outbound calls, inbound calls, and email.Īssist students with resetting passwords via an internal tool.Īssesses customer’s needs to recommend appropriate actions and next steps. Schedules appointments for Admissions representatives to meet with prospective students to tour the campus and provide career information. Obtains customer information (e.g., name, address, etc.) to support callers.Ĭompletes transactions and enters data accurately into the system.ĭocuments details of all interactions with customers and actions taken to maintain appropriate data. Introductory level knowledge of Google Products (Sheets, Docs, Forms, Gmail, Chat)īasic proficiency with computer navigation, tasks and multiple applications. High School Diploma or equivalent minimum / Associate’s Degree preferred but not required.ġ-3 years of previous contact center or customer service experience preferred but not required. The Contact Center Representative is a tiered position with various types of responsibilities and functions relating to each Tier: I, II and III (Senior) and are promotional opportunities and not posted for application. We provide information and respond to customer inquiries and requests in a timely manner. This position maintains a working knowledge of products and services supported by the Contact Center. We consistently provide customers with exceptional customer service. The Contact Center Representative responds to telephone inquiries about the company’s products and services. Ancora Education was formed in August of 2013 and has increased its holdings to twenty-six campuses including twenty-three ACCSC accredited campuses, three COE accredited campuses and currently employs over sixteen hundred employees. Ancora Education is a group of private, post-secondary schools located across the nation offering a variety of skilled trades programs under the brand name of South Texas Vocational Technical Institute (STVT), Arizona Automotive Institute (AAI), Edge Tech Academy, Berks Technical Institute (BTI), McCann School of Business, and Miller-Motte College (MMC).
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