Customer Service Call Center Agent

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For more information on everything FAU has to offer, please visit ~~~/jobs.

Note: Current FAU employees must apply as an internal applicant by logging into their existing Workday employee account.

Position Summary

Florida Atlantic University is seeking a Customer Service Call Center Agent - Boca Raton, FL.

Summary of Responsibilities

• Serves as one of the communication specialists in the call center within the Office of Admissions.

• Handles a high volume of incoming telephone calls and computer chats (Live Chat Bot) from current applicants, prospective students, families, and other related parties within a reasonable timeframe.

• Responds to inquiries regarding admission criteria, application status, admissions documents, and questions regarding admission to FAU.

• Interprets applicable university policies and procedures for the callers by performing general research.

• Serves as support to Admission Officers: this involves answering an abundance of email inquiries or serving as a live Chat Bot agent from prospective students and families, assisting with outgoing calls, outgoing mail support, and event preparation and participation.

• Transfers the call to another area or department on campus if appropriate. Refers the student/parent to the FAU web pages.

• Determines appropriate office personnel to refer calls of a more complex nature and prepares referral sheet with all necessary information.

• Responsible for data entry and operating within a CRM platform. Each call is logged into the CRM with appropriate follow-up codes and details. Follow-up emails may also be required.

• Special projects as assigned by supervisor.

The department of UGA, Call Center and Telecounseling at Florida Atlantic University seeks scholars who are committed to supporting the learning needs of students from diverse backgrounds and to thoughtfully engaging all communities in higher education. Florida Atlantic University embodies a culture of strategic and collaborative community engagement that results in mutual benefit to the institution and the various internal and external communities that it serves.

FAU Benefits and Perks

If Benefits & Perks are important to you, then FAU is the place to be! Working at FAU has its perks! In addition to helping drive change and having a positive impact by supporting our students, staff, and faculty, FAU offers:

• Excellent benefit packages including Medical (PPO/HMO $50 per month single & $180 per month family), Dental, Vision, Life Insurance, Flexible Spending plans, Employee Assistance Program (EAP) and much more.

• State retirement options including tax-deferred annuities and Roth 403(b) plans.

• State employees Public Service Loan Forgiveness (PSLF) program - ~~~

• Flexible work arrangement plans - ~~~

• Sick Leave Pool Program

• Paid time off (eligible employees) including vacation and sick leave, 1 personal day, 9 paid holidays, and paid winter break (at President's discretion).

• Paid Community Engagement Volunteer Service Day - ~~~

• Employee Educational Scholarship Program (EESP) for eligible Staff/Faculty - Tuition assistance after 6 months of full-time employment. For in-unit faculty, the EESP program may be extended to spouses and dependent children (eligibility rules apply).

For details on FAU's amazing offers visit us at ~~~

Explore Living in Palm Beach County

The goal is to provide local employers and new employees in the area a comprehensive guide with places to live. View it here: ~~~/apartments

Minimum Qualifications

High school diploma and four years of appropriate experience required.

Ability to multitask required.

Regular and prompt attendance required.

Must be available to work occasional evenings and weekends required.

Ability to work independently with minimal supervision, as well as work in a collaborative manner required.

The position requires someone with excellent customer service, problem-solving and organizational skills and the ability to work independently on projects and communicate effectively required.

Motivated individual with ability to efficiently multi task, work under pressure, handle frequent interruptions and meet deadlines. Ability ?to read, interpret, instruct, and effectively communicate complex rules and ?regulations required.

Candidate must be computer literate: knowledge of MS Word, Outlook and Excel are required. Degree audit experience preferred. University experience and knowledge of Banner also preferred. Must have excellent verbal and written communication skills; accuracy with data entry; and the ability to work pleasantly with university personnel. Must be detail oriented and have the ability to analyze data. Must be flexible, able to think quickly and correctly prioritize projects and multitask.

Salary

$19.92 per hour.

Non-Exempt Support Personnel (SP)

College or Department

UGA: Call Center and Telecounseling

Location

Boca Raton

Work Days and Hours

Monday - Thursday, 9 a.m. - 6 p.m. and Fridays 8 a.m. - 5 p.m. Some nights and weekends as needed.

Application Deadline

2024-07-01

Special Instructions to Applicant

VETERANS' PREFERENCE:

Applicants may claim Veterans' Preference on their application. The applicant claiming preference is responsible for providing required documentation at the time of making an application in Workday for a vacant position, or prior to the closing date of the vacancy announcement. If an applicant qualifies for Veterans' Preference and the SP position, they are shown preference by the guarantee of an interview. Veterans' Preference does not guarantee a job. For additional information, please visit ~~~/. For assistance, please contact Recruitment Services at ~~~.

APPLICATION DOCUMENTS REQUIRED

Resume

OFFICIAL SEALED TRANSCRIPTS REQUIRED

Final candidate will be required to have official, sealed transcripts and original NACES evaluation, if applicable, sent from their educational institution to Human Resources prior to the start of employment.

PRE-EMPLOYMENT SCREENINGS REQUIRED:

Selected candidates must successfully complete and pass all employment screenings prior to the start of employment. Employment screenings may include a criminal background check (level I and level II), motor vehicle check, credit check, reference checks, alcohol, and drug screening check.

REQUEST FOR ACCOMMODATIONS

Individuals with disabilities requiring accommodation, please call ~~~. 711

As a Hispanic-serving institution, Florida Atlantic University (FAU) is one of the most racially and ethnically diverse institutions in the Florida state university system. We are committed to recruiting and retaining talented faculty and staff. We embrace our shared responsibility to create and celebrate a welcoming and inclusive campus environment for all. Our community features excellent schools, a vibrant and safe community, and a sub-tropical climate conductive to year-round outdoor activities.

Florida Atlantic University is where your future begins.

With over 30,000 students from all 50 states and over 180 countries, 21 intercollegiate teams, 180 plus degree programs, and an administration that thrives on discovery and excellence, Florida Atlantic University is pushing the boundaries of higher education. At FAU, the faculty and staff are trailblazers and innovators with a passion for finding creative solutions while advancing science, art and technology in all disciplines. Student success, excellence and community engagement are some of our highest values as a university. These values are prominent throughout FAU's community and are essential to the employee experience. FAU is committed to the principles of engaged teaching, research and service, and reflects this commitment as a key Platform in its 2015 - 2025 Strategic Plan. Our work environment is a hub of cultures from across the nation and the world, making FAU a place where collaboration flourishes. All persons aspiring to achieve excellence in the practice of these principles are encouraged to apply.

To learn more about the vision and mission of FAU, please visit: ~~~

In order to be considered for a position, you must apply through this job website. For more information on how to apply for a position, please review the applicable Applicant Tutorial (~~~/) . To contact Recruitment Services, send an e-mail to ~~~.

Florida Atlantic University is an equal opportunity/affirmative action/equal access institution and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veterans status or any other characteristic protected by law.

Individuals with disabilities requiring accommodation, please call ~~~. For communication assistance, call 7-1-1.

Clery Act Information (~~~)

Florida Statute 1010.35 - Screening Foreign Researchers

Pursuant to Florida law, any applicant or student seeking employment in a research or research-related support position who is a citizen of a foreign country and not a permanent resident of the U.S., or who is a citizen or permanent resident but is affiliated with or has had at least 1 year of employment or training in China, Russia, Iran, North Korea, Cuba, Venezuela, or Syria is subject to additional screening. Applicants meeting those criteria will be required to provide the following information before any offer of employment can be made: every institution of higher education attended; all previous employment since the applicant's 18th birthday; list of all published material, current and pending research funding from any source, including details about the research, your role, funding source, and amount; list and description of any non-university professional activities; any affiliation with an institution or program in a foreign country. Selected applicants will be required to provide additional information per the Statute, including a complete copy of your passport; and, if available, the most recently submitted DS-160 (Online Nonimmigrant Visa Application).

Florida Atlantic University is an equal opportunity/affirmative action/equal access institution and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veterans status or any other characteristic protected by law.

Individuals with disabilities requiring accommodation, please call ~~~. For communication assistance, call 7-1-1.