Call Center Specialist

Part Time Call Center Customer Service Specialist LOCATION: W.A. Lettinga Campus - Grand Rapids, Michigan* Hybrid and Remote work possible DEPARTMENT: Admissions - Call Center TARGET PAY: $13.75/hr

The Role:

As a member of the Call Center team, a Call Center Customer Service Specialist is responsible for receiving all incoming phone calls to the university, scheduling appointments, making appointment confirmation calls, triaging and answering inbound questions or transferring to another department as appropriate, responding to info emails, working in our data system Salesforce, and performing live click-to-chat on the university website. These responsibilities are performed in an ethical manner consistent with the University's mission, vision, and values which include diversity, equity and inclusion You will love this job if you are:

• Someone with an eye for detail. While keeping everything moving, you also catch the little things that make all the difference. • A collaborator and contributor to team goals, willing to support others on the team to ensure progress toward our common objectives. • Someone who thrives in a fast-paced culture. Despite a busy task list, you're organized and productive. • Curious about technology and leveraging its potential to meet goals more effectively, and provide better data for decision-making.

You Will:

• Exhibit flexibility, sensitivity, and respect, maintaining a working relationship with all team members. • Answer and dispose of all incoming telephone calls via appropriate transfer, answer FAQ, taking a message, or follow-up and return call. • Complete specific projects/programs which may involve planning and coordinating work, analyzing data, and preparing reports. • Maintain, process, and manipulate data on a personal computer/mainframe using word processing, database, and spreadsheet software. • Tabulate and report calls; make and report appointment confirmation calls. • Operate a multi-line phone switchboard and contact center application.

Awesome if You Have:

• High School Diploma required. Bachelor's degree preferred. • Previous call center experience preferred. • Sales skills/sales experience is helpful.. • Ability to communicate persuasively and effectively utilizing office equipment and current technology including phone systems, online chat, video chat and more. • Excellent interpersonal, communication and presentation skills, both written and oral which transcends to diverse audiences. • Demonstrated ability to multi-task and process large amounts of information quickly in a fast-paced environment. • Demonstrated ability to work accurately and effectively with computerized data systems. • Demonstrated ability to utilize customer relationship management software. • Demonstrated ability to type (35 wpm) in complete sentences.

Extra Awesome If You Have:

• Your Bachelor's degree and relevant work experience. • Experience with Banner. • Previous experience in a call center environment

Our culture, benefits and perks Empower U with:

• Freedom to grow. We offer free or reduced tuition for staff, spouses and dependents. Nationally recognized internal training and leadership programs, and career development. Is your program not available at DU? Ask about Tuition Assistance. • A caring culture DU values work-life balance and offers generous and flexible paid time off, 403(b) with an employer contribution plus the opportunity for an additional employer match with an employee contribution, paid volunteer time off, relocation benefits and more... • A Healthier U. Wellness program, free use of Athletic Facilities, Employee Discounts, and access to Employee Assistance Program (EAP.)

Diversity and Inclusion:

At Davenport, we believe that engaging diversity,