Administrative Skills, Call Centers, Communication Skills, Conversation Engine, Customer Support/Service, Detail Oriented, Family Educational Rights and Privacy Act (FERPA), Federal Laws and Regulations, Financial Planning, Follow Through, High School Diploma, Interpersonal Skills, Maintain Compliance, Multitasking, Office Equipment, Online Chat, Organizational Skills, Presentation/Verbal Skills, Record Keeping, Social Media, State Laws and Regulations, Team Lead/Manager, Team Player, Telephone Skills, Writing Skills
Job Summary
Under the supervision of the Carey Connect, Call Center Team Lead, the University Receptionist and Call Center Representative is responsible for answering the main University phone line, directing calls to the appropriate departments, and engaging with and answering questions through the university website chat bot system.
Duties and Responsibilities
This job description does not state or imply that these are the only duties to be performed by the employee occupying this position. Duties and responsibilities listed are essential job functions and exclude functions which are incidental to the performance of fundamental job duties.
- Assist the university in implementing the statement of Purpose
- Assist the university in implementing the long-range institutional and financial plans
- Answer the university call center phone line and provide accurate information and assistance to callers in a courteous and professional manner.
- Direct calls to the appropriate departments or individuals and ensure connection and follow-through.
- Engage with and respond to inquiries through the university website chat bot system.
- Maintain a thorough understanding of university departments, programs, and services to effectively direct inquiries.
- Update and maintain records of calls and chat bot interactions.
- Ensure all communications reflect the Christian values central to the university's identity.
- Maintain strict compliance with the Family Educational Rights and Privacy Act (FERPA) and other federal/state regulations regarding student data privacy.
- Assist with other administrative tasks as needed.
- Perform other job-related duties as assigned
Required Qualifications
- High school diploma or equivalent.
- Excellent verbal and written communication skills.
- Excellent customer service skills
- Ability to multitask efficiently.
- Strong organizational skills and attention to detail.
- Ability to work independently and as part of a team.
- Friendly, approachable, and professional demeanor.
Preferred Qualifications
- Associate or bachelor's degree
- Proficient in using phone systems and chat platforms.
- Previous experience as a receptionist or customer service role.
- Experience with digital communication tools and platforms, such as live chat systems or social media.
- Education and/or training in customer service or communications.
- Knowledge of William Carey University's programs, services, and campus layout.
Physical Demands
- Must possess mobility to work in a standard office setting, and to use standard office equipment.
- Must have vision to read printed materials and a computer screen; hearing and speech to communicate in person and over the telephone.
- Must have the ability to sit or stand for extended periods of time.
- Must be able to work required hours in an on-campus setting
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William Carey University