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Customer Service Representative - Welcome Center FT

Milwaukee Area Technical College Milwaukee, WI
  • Expired: September 13, 2019. Applications are no longer accepted.
Work Schedule:
Full-Time
Up to 38.75 hours per week
Monday through Thursday - 9:45 a.m. - 6:15 p.m
Friday's 7:45 a.m. - 4:15 p.m.


Under the general supervision of the AVP, Student Services works on a team to assist prospective and continuing students in the enrollment process.  Work is cross functional and diverse in nature.  Requires a thorough knowledge of district policies and procedures and the application of standard procedures in a variety of situations requiring ability to navigate and interpret student services admissions, financial aid, registration data bases, and COSMO screens.  Ascertain accuracy and completeness of data, enter data or assist students to enter data or information online, resolve discrepancies with the student and make independent decisions with the goal of assisting students to complete the enrollment process.  Performs highly complex clerical duties requiring a thorough knowledge of the student services division and student services student data bases.  Requires the ability to effectively communicate with students, staff and the general public (in person and by telephone) and to handle problem situations tactfully, especially in situations of conflict.  Ability to problem solve by questioning, organizing researching, analyzing, processing and interpreting complex information.  Ability to multi task while working in a challenging, high volume environment, meet deadlines, and deal with difficult situations.
Duties listed may vary in terms of relative importance, and others may be added or eliminated as this position develops.  In addition, specific positions within this job title may have minor variations in duties.  Duties with a circle () before the number are essential functions as defined by Americans with Disabilities Act (ADA).
 
1. Must enjoy customer service and working in person with customers to provide excellent customer service.
2. Responds to incoming questions and inquiries primarily in person providing  information of technical nature, requiring knowledge of students services procedures; exercising discretion in determining the nature of information to be released.
3. Effectively explain and provide assistance in the enrollment process including admissions, financial aid, counseling and advising, and registration.
4. Gathers and/or provides factual information, maintains records, and interprets data requiring reference to a variety of sources; prepares and maintains complex statistical reports including designing formats for complex tables, charts and graphs; may conduct special studies to report recommendations as requested.
5. Determines client needs and works to address the need.
6. Reports client feedback to management.
7. Verifies information for accuracy and completeness within the student services division.
8. Maintains relevant files, records, logs, and listings according to student services policies and procedures.
9. Initiate and maintains electronic data according to procedure.
10. Provides excellent oral and written communication skills.
11. Demonstrates good judgement and leverages past experience to plan and accomplish goals.
12. Works as an effective cross functional team member.
13. Ability to make independent decisions.
14. Contacts departments/offices across the college to seek information to answer student questions and to avoid transferring calls or sending students to other offices whenever possible.
15. Update student records.
16. Provides on the job training and assistance to same level staff and lower level staff in various phases of the records management process.
17. Will serve as back up for call center as needed.
18. Other duties as assigned.
Associate degree in Business, Communication or related field required. Six (6) years of office experience, two (2) years of experience in customer service and/or call center; or any combination of experience and training which would provide the necessary knowledge, skills, and abilities to include the following:
 
1. Must have the ability to work effectively under pressure while maintaining a pleasant and professional demeanor.
2. Must be able to communicate effectively through both oral and written means.
3. Strong communication and customer service skills.
4. Organizational and coordinating skills, the ability to multi-task and handle multiple priorities and changes with professionalism.
5. Thorough knowledge of business English, composition, spelling and punctuation.
6. Ability to understand and perform basic arithmetic computations.
7. Thorough knowledge of office practices and procedures.
8. Proficiency in the use of personal computers, spreadsheets, data base documents, electronic mail, and other established software to perform functions such as creating documents and spreadsheets, correcting and proofing, storing and filing text, recalling and retrieving text, printing; and using special features as communications; merging, reformatting, major editing, and revisions.
9. Ability to keyboard or type accurately while creating student's academic record and/or entering information into student's academic records.
10. Ability to keep complex records to assembly and organize data, and to prepare report from such records.
11. Ability to organize, direct and review the work of a small staff of clerical employees.
12. Ability to establish and maintain effective working relationships wish other employees and the public.
 
This description has been prepared to assist in evaluating various classes of responsibilities, skills and working conditions.  It indicates the kinds of tasks and levels of work difficulty required of positions given this classification.  It is not intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under supervision. The use of a particular expression or illustration describing duties shall not be held to exclude other duties not mentioned that are of similar kind of level of difficulty.

MATC is an Affirmative Action/Equal Opportunity Employer and complies with all requirements of the Americans with Disabilities Act.
 
Employment Type: Full-Time

Milwaukee Area Technical College

Address

Milwaukee, WI
53233 USA