Contact Center Representative

Job Summary

The Contact Center Representative is a frontline position responsible for providing prompt and exceptional customer service and support for all Ancora brands, verticals, departments, and partnered schools. This position actively supports customers and staff through multiple communication platforms (including phone, live chat, text, and social media), ensuring comprehensive omnichannel support. Key responsibilities include handling inbound inquiries with a working knowledge of products and services, and executing outbound calling by utilizing appropriate scripting and resources to successfully connect students and customers to the correct vertical, brand, department, or partnered school. To ensure high-quality service, the Representative is required to consistently meet established KPI metrics and performance expectations, and actively participate in ongoing training, process changes, procedural updates, and individual coaching sessions.

Key Responsibilities

• Tier 1
  • Obtains customer information (e.g., name, address, etc.) to support callers.
  • Completes transactions and enters data accurately into the system.
  • Documents details of all interactions with customers and actions taken to maintain appropriate data.
  • Schedules appointments for Admissions representatives to meet with prospective students to tour the campus and provide career information.
  • Responds to customer requests with a high level of quality and compassion via outbound calls, inbound calls, and email.
  • Assist students with resetting passwords via an internal tool.
  • Assesses customers’ needs to recommend appropriate actions and next steps.
  • Interfaces with the Contact Center leadership, Admissions staff, peers, co-workers, students, and prospective students.
  • Performs other duties as assigned by Contact Center leadership.
• Tier 2 (An employee performing the functions of this tier is expected to perform the functions of a tier 1 representative as well as the following job duties and expectations).
  • Responds to customer requests with a high level of quality and compassion through all omni-channel platforms (including phone, chat, text, email, and social media).
  • Handles any escalated calls transferred internally and gathers the information to send to the appropriate contact.
  • Able to support the Ancora Training, Ancora Academy, and Ancora High School business units by providing detailed support for prospective enrollees.
  • On occasion, provides additional support to new hires during training, including job shadowing and peer observation.
  • Must maintain a Quality Assurance average of 80% or higher on evaluated calls.
  • Assists the Help Desk team with basic troubleshooting for caller inquiries.

Experience and Education Required

• High School Diploma or equivalent
• Experience working with customers

Experience and Education Preferred

• Associate’s Degree
• 1-3 years experience in customer service or a contact center

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Prolonged periods sitting at a desk and working on a computer.

Work Environment

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is usually not exposed to weather conditions. The noise level in the work environment is usually moderate.

Note

This is not necessarily an exhaustive list of all responsibilities, skills, duties, or requirements associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or require that other or different tasks be performed when circumstances change.

I have read and understand the above job description. I further understand that this is not an all-inclusive list and does not constitute a contract. My employment remains at will as with all employees of Ancora Education.