Customer Service Assistant – Call Center/Front Lobby of Main Campus

This job is a temporary, non-benefited position in the Student Recruitment and Marketing Division that reports to the Supervisor.

Schedule: This position is temporary for a period not to exceed nine (9) consecutive calendar months. There must be a separation of employment for a period of at least thirty (30) calendar days before becoming eligible for re-employment in this position or any other temporary position within the college. Employee will work a set schedule of up to 29 hours per week during operational hours, but flexibility is a must. Operational hours to be covered are Monday through Thursday, 8 am until 8 pm; Fridays 8 am until 4 pm and some Saturdays 8 am until 2 pm.

Salary: $12.00 per hour.

Minimum Qualifications:
High school diploma or equivalent. One to two years of experience performing clerical tasks of routine difficulty. Experience sufficient to thoroughly understand the basic principles relevant to the major duties of the position.

Preferred Qualifications:

A diploma or two year degree from a technical college. Ability to speak fluent Spanish. One to two years of experience in a call center or face to face customer service environment, including professional receptionist or office experience. Ability to follow oral and written instructions quickly and accurately. Possess ability to communicate with students from culturally diverse backgrounds. Knowledge of Microsoft word and ability to learn additional software packages. Ability to answer incoming phone lines. Willing to adjust hours during peak times.

Job Description Summary:
Under general supervision, assists customers with inquiries and when necessary, directs incoming calls or walk-ins to the appropriate department. Performs clerical duties such as typing, scheduling students for various campus events, researching the student’s enrollment status, responding to student inquiries via telephone and email, responsible for outgoing mail, and entering prospective student information in an enrollment management system.

Job Responsibilities & Performance Standards:

1. Operates a multi-line telephone console for a technical college in order to relay incoming calls. (Performed by all incumbents)

1. Answers the telephone in a courteous and timely manner.

2. Attentively listens and notes callers' questions and requests.

3. Uses sound judgment and knowledge of the technical college, operations and procedures to appropriately respond to callers' questions and requests.

4. Forwards messages to appropriate parties in a timely manner.

5. Maintains a calm and professional demeanor at all times.

6. Determines the nature of the business and assists guests accordingly by providing appropriate information or by directing guests to other personnel within the college.

7. Accurate and appropriate usage of a call distribution system

2. Greets and directs guests visiting the technical college. (Performed by all

incumbents)

1. Acknowledges and responds to all guests in a timely and courteous manner.

2. Maintains a calm and professional demeanor at all times.

3. Determines the nature of the business and assists guests accordingly by providing appropriate information or directing guests to other personnel. Facilitates miscellaneous requests.

3. Prepares packages for prospective students. (Performed by all incumbents)

1. Prepares and sends outgoing documents and other materials according to established guidelines or as instructed.

2. Prepares, sends and/or relays in a timely manner electronic communications such as faxes and e-mail, according to applicable guidelines and formats.

4. Performs clerical duties such as filing and limited typing. (Performed by all incumbents)

1. Accurately types, proofreads and corrects letters, forms and emails.

2. Accurately enters prospective student information into the enrollment management system.

5. Displays a high level of effort and commitment to performing work; operates effectively within the organizational structure; demonstrates trustworthiness and responsible behavior. (Performed by all incumbents)

1. Demonstrates eagerness to learn and assume responsibility; seeks out and accepts increased responsibility; displays a "can do" approach to work.

2. Shows persistence and seeks alternatives when obstacles arise; seeks alternative solutions; does things before being asked or forced to by events.

3. Works within the system in a resourceful manner to accomplish reasonable work goals; shows flexibility in response to process change and adapts to and accommodates new methods and procedures.

4. Accepts direction and feedback from supervisors and follows through appropriately.

5. Perform other duties as may be assigned by supervisor.

6. Works when scheduled; begins and ends work as expected; calls in according to policy when arriving late for work or when absent; observes provisions of Fair Labor Standards Act; observes policies on break and lunch periods; uses work time appropriately.

To Apply


Please complete your job application through the Gwinnett Technical College Online Job Center at www.GwinnettTech.edu located under Employment Opportunities.

Gwinnett Technical College does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veteran of the Vietnam Era’ or citizenship status (except in those special circumstances permitted or mandated by law). For more information on compliance activities, contact Lisa Richardson, Title IX and Section 504 Coordinator, 5150 Sugarloaf Parkway, Building 100, Room 323B, Lawrenceville, GA 30043, 770-962-7580.