Title: Response Center Agent-Bilingual

Department: Response Center

Campus Location: Arnold/Main Campus

Salary Range: $40,435-$50,544

Work Mode: This position requires some regular in-person presence on campus or at alternative locations, depending on business needs of the office.

Hours Per Week:40

Work Schedule:10am-6pm Monday-Thursday 8:30am-4:30pm Friday and occasional Saturdays 9am-1pm

Position Type:Full-Time Staff, Non-Exempt

Position Summary

The Response Center Agent provides comprehensive customer service in person and via telephone, mail, chat, and email. The Response Center Agent is responsible for responding to inquiries and providing general assistance in admissions, records, and registration, academic advising, general college information, off-campus locations, continuing education, and financial aid to students, faculty, and staff promptly, courteously, and accurately. The Response Center Agent is responsible for maintaining and growing their knowledge about the college as a whole and each department we assist directly. Responsible for maintaining FERPA and red flags procedures via email, phone, in-person, and chat. The Response Center Agent will assist with any bilingual needs of the department

Anne Arundel Community College (AACC) is committed to enriching the educational experience it offers through the diversity of its faculty, administrators, and staff members. The college seeks to recruit and support a broadly diverse team who will contribute to the college's excellence, diversity of viewpoints and experiences, embrace concepts of equity and inclusiveness and support the equal rights of all people by advancing the understanding and appreciation of differences including age, race, gender, ability, religious convictions, socio-economic status, ethnic heritage, or sexual orientation.

While we appreciate your interest in employment with Anne Arundel Community College, applicants must be currently authorized to work in the U.S. on a full-time basis. Employment-based visa sponsorship (including H-1B sponsorship) is not available for any position.

In the best interest of the College, only individuals who are residents of Maryland or one of the following states will be eligible for employment at the college: Delaware, Pennsylvania, Virginia, West Virginia, or the District of Columbia. The college will annually review this restriction and, if appropriate, expand the list of states of employment eligibility.

Job Duties and Responsibilities

Transact business with the college on behalf of the caller as appropriate, using a full array of college information systems over the phone. Confirm the status of in-process transactions for customers, such as transcript requests, financial aid status, or registration, over the phone. Assist students in making academic advising appointments. Participate in training and meet call standards, goals, and metrics.

Use available databases to retrieve and disseminate needed information and provide accurate and timely information regarding Records and Registration, Academic Advising, Admissions, Continuing Education, Financial Aid, Off-Campus locations, and general college information. Responsible for successfully multitasking use of various resources and communication methods with colleagues and those in need of assistance

Assist with assignments, activities, and projects associated with the department's hosting of the annual AACC Commencement, College Fair, and other office activities. Assist with any other duties as assigned by the Manager of the Response Center.

Participate in ongoing training programs, such as customer service training, Microsoft Excel training, and Manager-or coordinator-appointed options. Train to improve office metrics. Participate in monitoring and coaching activities to improve skills and achieve Enrollment Services goals.

Assist students with various requests via web chat services. Provide timely, accurate information and assistance when students engage in web chats. Provide suggestions for improved services and functionality. Participate in training and meet chat standards, goals, and metrics. Assist with department emails and respond in a timely and courteous fashion and as accurately as when on the phone. Support the bilingual needs of AI Chatbot.

Assist with Response Center department bilingual needs, including, but not limited to, emails, phone calls, voicemails, live chat, chatbot, and in-person.

Required Qualifications:

High school diploma or GED

Minimum three years of customer service experience

Must be bilingual in English and Spanish with the ability to read, write, and speak fluently

Strong customer service, interpersonal, verbal and written communication skills required.

Ability to work in a sedentary, structured setting with established goals, procedures, and policies, i.e., a minimum of six hours daily answering calls or inquiries.

Ability to work a flexible schedule to accommodate fluctuating staffing levels and the needs of the Enrollment Services Division.

Knowledge of Microsoft Office and general Internet experience.

Ability to deal effectively and tactfully with students and the public.

Preferred Qualifications:

Call Center experience.

Associate degree preferred.

Ellucian Colleague Student Information software experience.