Lone Star College Tomball, Texas
Part-Time Specialist II, Call Center - (17000478) Description Commitment to Mission: This job carries with it the obligation to uphold the Mission of Lone Star College (LSC) in carrying out the duties of the position. A commitment to positive interpersonal behaviors, professional communication, diversity, integrity, leadership, stewardship, respect and accountability to LSC students and employees is essential. Cultural Beliefs: Students Matter Inspire Excellence Act Intentionally Better Together No Fear! Trust! Campus Marketing Statement: Lone Star College-Tomball Lone Star College, located in the north metropolitan Houston area, is one of the largest and fastest growing community colleges in the country featuring six comprehensive colleges and 10 centers with over 95,000 credit and non-credit students each semester, an annual budget exceeding $500,000,000, and 7,300 employees spread over a 2100 square mile area. LSC adds $3.1 billion to the local and regional economy by providing educational opportunities across the north Houston region. Lone Star College-Tomball, located north of Houston and founded in 1988, offers a wide range of programs including the college systemâ€™s only veterinary technology program and leading health sciences programs. Address is 30555 Tomball Parkway. Tomball, TX 77375-4036 Position Summary: The call center is the first point of contact for all students, employees, faculty and the public for the Lone Star College - Tomball. The call center provides assistance to callers regarding all aspects of the college system. The call center assists callers in researching the Police Department and other departments/divisions within the system. Job Functions: 1. Manages incoming calls on several lines simultaneously, using a multi-line, computerized Call Manager phone system 2. Provides professional and prompt service to connect callers with destination phone users, internally and externally, using excellent customer service and phone etiquette 3. Provides general information regarding campus and programs using printed and electronic reference materials 4. Provides information regarding deadlines, dates, schedules and events 5. Provides information regarding admissions, test scores, transcripts, class availability, and restrictions 6. Accesses information from various websites and databases in order to respond appropriately to inquiries 7. Enters call log information into spreadsheets and maintains current directory listings 8. Responsible for other reasonable, related duties as assigned Knowledge, Skills, & Abilities: Skilled in using a multi-line telephone system Excellent verbal and written communication skills Skilled in communicating effectively with individuals from diverse socio-economic backgrounds Ability to understand maps and building (campus) layouts and communicate directions Ability to establish and maintain effective working relationships with co-workers, students, and the general public Skill in providing excellent customer services in meeting and satisfying customer needs Ability to use critical thinking skills and function independently to solve complicated problems Ability to handle sensitive and/or confidential matters in a professional manner Knowledge of general customer support protocols and telephone etiquette General knowledge of web applications, PC knowledge and Microsoft Office applications Skill in working in a collaborative team environment Good organizational skills Salary: $11.44/hour Work Schedule & Conditions: A flexible schedule to work varying shifts during the hours the testing center is open is necessary. Shifts are typically either M-Th. 8am-2pm or 2-8pm; Friday 8am-5pm, and Saturday 10am-4pm with a maximum of 19.5 hours weekly. During peak times, employees may be asked to work longer shifts or over the 19.5 hours per week. Work is performed in a climate-controlled office with minimal exposure to safety hazards. PC workstation running on a LAN in a Microsoft Windows environment, calculator, phone and other general office equipment. Internal and external contacts as needed to carry out the functions of the position. Qualifications Required: High School diploma and at least 1 year of related work experience. An Associateâ€™s degree or higher may be substituted for equivalent years of experience. (Associates = 2 years of experience, Bachelorâ€™s = 4 years of experience, Masterâ€™s = 6 years of experience) Preferred: Bilingual in English and Spanish Benefits Marketing Statement: By joining our top notch institution, you will enjoy being a part of an organization that offers offer a supportive, collegial work environment, excellent work/life balance, tuition reimbursement, participation in the TIAA-CREF retirement plan and more.