Responsibilities

• Managing large amounts of inbound and outbound calls in a timely manner
• Following communication “scripts” when handling different topics
• Identifying leads’ needs, clarify information, research every issue and providing solutions 
• Take customer calls and provide accurate, satisfactory answers to their queries and concerns
• De-escalate situations involving dissatisfied leads, offering patient assistance and support
• Call leads to inform them about the offered programs
• Guide callers through troubleshooting and navigating the websites
• Collaborate with other representatives to improve customer service
• Help to train new employees and inform them about the institution’s leads management
• Maintain records of lead interactions, details of inquiries, as well as actions taken.
• Ability to follow Contact Center’s call quality standards.
• Meet personal/team qualitative and quantitative targets within schedule
• Reach out to leads through cold calling

Minimum Job Requirements

• Bachelor’s degree

Qualifications

• Ability to develop, plan, and implement short- and long-range goals.
• Knowledge of student recruitment and retention issues.
• Ability to plan, assess, and evaluate programs.
• Ability to analyze course prerequisites, certification, and/or curriculum/graduation requirements.
• Organizing and coordinating skills.
• Skill in the configuration and use of computerized database programs.
• Ability to work effectively with diverse populations.
• Strong communication, both written and verbal
• Great active listening skills
• Exceptional interpersonal and rapport building skills
• A patient and empathetic attitude
• Strong time management and organizational skills
• Adaptability and flexibility
• Comfortable working in fast-paced environments
• Troubleshooting skills, either basic or advanced
• Computer literacy
• Phone skills, including familiarity with complex or multi-line phone systems
• In-depth knowledge of a our programs
• Building Relationships
• People Skills
• Ability to make quick and accurate decisions.
• Ability to multitask.
• Proficient in Microsoft office
• Excellent verbal and written communications skills
• Work schedule: flexible schedule with the ability to work as early as 9 am to 10 pm with short notice.
• English language is a must
• Resilience