What are the responsibilities and job description for the Contact Center Student Ambassador position at Broward College?
Job Profile Summary
Under limited supervision, the Contact Center Student Ambassador works closely with the Manager, Contact Center Operations and Senior Director, Contact Operations to receive inbound calls and chats and make outbound calls supporting various initiatives at Broward College. The position will focus on efforts related to student retention and collaboration with partners across the College to share student information for further student support. Ambassadors will need to ensure adherence to established business processes and policies, abide by FERPA regulations, and provide the highest quality of service to students and the public.
Responsibilities include but are not limited to answering general questions about degree, non-degree, and certificate options, providing detailed information on how to successfully complete application, assistance with removing holds such as residency and transcript requirements, asking qualifying questions to gather student information, conducting outreach to inactive students who have not registered for an upcoming term, providing solutions for missing financial aid documents and/or financial aid concerns, and confirming student satisfaction with current students.
This position allows eligible veterans and their spouses to claim Veterans’ Preference pursuant to Florida Statute 295. Certain servicemembers may be eligible to receive waivers for postsecondary educational requirements, in the employment by the state and its political subdivisions and are encouraged to apply for the positions being filled.
Applicants claiming preference are responsible for providing required documentation at the time of submitting application.
For information on obtaining a DD 214 visit http://www.archives.gov/veterans/military-service-records/ or call 1-866-272-6272.
Minimum Education
Associate's Degree;
An equivalent combination of experience and education may be considered.
Minimum Experience/Training
Three to five years of related experience.
Essential Functions
Daily 30% - Supports the Contact Center and engage in 40 or more outbound dials for call campaigns focused on retention and financial aid completion for current and upcoming terms. Support students regarding missing financial aid documents for verification, reengagement of inactive students to assist with registration, and satisfaction checks for current students.
Daily 20% - Support the Contact Center by receiving 10 or more inbound calls and/or chats supporting general inquires by providing Broward College student information including program and application requirements.
Daily 20% - Recognize, define, and provide solutions to student inquires with applications, financial aid, service indicators (holds on student accounts), and program requirements.
Daily 10% - Gather student information to be shared with departments across the College to best support a student inquiry.
Daily 10% - Work with Blackboard SmartView to understand and evaluate Knowledge Based Articles to successfully assist students. Document detailed notes during and after each call.
Daily 5% - Collaborates with supervisor for escalations and additional support needed.
Other 5% - Perform related duties as assigned.
Knowledge, Skills And Abilities
Models inclusive excellence that support the College’s goals in providing accurate programmatic and financial aid communication to current and inquiring students.
In depth knowledge and Understanding of higher education policies and practices including FERPA regulations.
General understanding of external environment and how it affects academia.
Strong Customer Service Background. Experience In Higher Education Preferred.
Ability to partner with others across the College and externally to exchange information, collaborate on projects, share resources, etc.
Ability to understand and provide solutions to student issues.
Proficiency with technology including but not limited to Microsoft Office and Blackboard, Softphone software, and other CRM database systems.
Our Culture – At Broward College, our leaders embody a culture of competence, care, character, composure, and courage. We prioritize serving each other and our students through high-quality guidance, mutual respect, resilience, and fair, thoughtful decision-making, all while upholding the values of integrity, transparency, and honesty.
Broward College offers an exceptional benefits package, including, but not limited to:
Contact Center Student Ambassador
Position Number
P0083910
Job Status
Full time Regular
Department
Contact Center Operations
Location
Cypress Creek Administrative Center
Pay Grade
713
Salary
$36,800-$43,240 (Salary Commensurate with Education and Experience)
Work Shift
Work Schedule
Monday-Friday/Weekends/Varies
Hours Per Week
40
Posting End Date
Open Until Filled
Comments
To be considered for this position, a completed online employment application form along with a resume and unofficial transcript are required.
Designated Essential Personnel
No
FLSA Status
Non-Exempt
Position Classification
Professional Technical Staff (PTS)
Special Instructions To Applicant
For positions requiring a degree, the official transcripts are required upon hire. An unofficial copy of the degree/transcript is acceptable during the application process and must be attached to the online application. If unable to attach the documentation, please email document to jobs@broward.edu or fax to 954-201-7612, stating clearly the position name(s) and position number(s) the transcript is to be attached to.
Foreign Transcript: Transcripts issued outside of the United States require a equivalency statement from a certified transcript evaluation service verifying the degree equivalency to that of an accredited institution within the USA. This report must be attached with the application and submitted by the application deadline. All required documentation must be received on or before the job posting end date.
**Please note that multiple documents can be uploaded in the “Resume/CV/Transcript/License/Certification” section of the application**
Please refer to link with the instructions on how to submit an application with multiple documents. https://www.broward.edu/jobs/_docs/tutorial_external_applicant_broward_college.pdf.
Employment is contingent upon successful completion of the required background screening process.
Broward College uses E-Verify to check employee eligibility to work in the United States. You will be required to complete an I-9 Form and provide documentation of your identity for employment purposes.
Broward College is an equal opportunity employer and strongly encourages applications from eligible veterans and spouses of veterans, underrepresented groups, including minorities, women, and persons with disabilities. The College does not discriminate on the basis of age, color, disability, gender identity, genetic information, national origin, race, religion, sexual orientation or any other legally protected classification. For inquiries regarding Title IX and the college’s non-discrimination policies, contact the Vice President for Talent and Culture at 954-201-7449, Broward College, 6400 NW 6th Way, Fort Lauderdale, FL 33309. Applicants needing a reasonable accommodation with the application process, please contact the Talent and Culture Department at nanders1@broward.edu.
Disclaimer
The intent of this description is to illustrate the types of duties and responsibilities that will be required of positions given this title and should not be interpreted of describe all the specific duties and responsibilities that may be required in any particular position. Directly related education/experience beyond the minimum stated may be substituted where appropriate at the discretion of the Appointing Authority. Broward College reserves the right to revise or change job duties, job hours, and responsibilities.
Under limited supervision, the Contact Center Student Ambassador works closely with the Manager, Contact Center Operations and Senior Director, Contact Operations to receive inbound calls and chats and make outbound calls supporting various initiatives at Broward College. The position will focus on efforts related to student retention and collaboration with partners across the College to share student information for further student support. Ambassadors will need to ensure adherence to established business processes and policies, abide by FERPA regulations, and provide the highest quality of service to students and the public.
Responsibilities include but are not limited to answering general questions about degree, non-degree, and certificate options, providing detailed information on how to successfully complete application, assistance with removing holds such as residency and transcript requirements, asking qualifying questions to gather student information, conducting outreach to inactive students who have not registered for an upcoming term, providing solutions for missing financial aid documents and/or financial aid concerns, and confirming student satisfaction with current students.
This position allows eligible veterans and their spouses to claim Veterans’ Preference pursuant to Florida Statute 295. Certain servicemembers may be eligible to receive waivers for postsecondary educational requirements, in the employment by the state and its political subdivisions and are encouraged to apply for the positions being filled.
Applicants claiming preference are responsible for providing required documentation at the time of submitting application.
For information on obtaining a DD 214 visit http://www.archives.gov/veterans/military-service-records/ or call 1-866-272-6272.
Minimum Education
Associate's Degree;
An equivalent combination of experience and education may be considered.
Minimum Experience/Training
Three to five years of related experience.
Essential Functions
Daily 30% - Supports the Contact Center and engage in 40 or more outbound dials for call campaigns focused on retention and financial aid completion for current and upcoming terms. Support students regarding missing financial aid documents for verification, reengagement of inactive students to assist with registration, and satisfaction checks for current students.
Daily 20% - Support the Contact Center by receiving 10 or more inbound calls and/or chats supporting general inquires by providing Broward College student information including program and application requirements.
Daily 20% - Recognize, define, and provide solutions to student inquires with applications, financial aid, service indicators (holds on student accounts), and program requirements.
Daily 10% - Gather student information to be shared with departments across the College to best support a student inquiry.
Daily 10% - Work with Blackboard SmartView to understand and evaluate Knowledge Based Articles to successfully assist students. Document detailed notes during and after each call.
Daily 5% - Collaborates with supervisor for escalations and additional support needed.
Other 5% - Perform related duties as assigned.
Knowledge, Skills And Abilities
Models inclusive excellence that support the College’s goals in providing accurate programmatic and financial aid communication to current and inquiring students.
In depth knowledge and Understanding of higher education policies and practices including FERPA regulations.
General understanding of external environment and how it affects academia.
Strong Customer Service Background. Experience In Higher Education Preferred.
Ability to partner with others across the College and externally to exchange information, collaborate on projects, share resources, etc.
Ability to understand and provide solutions to student issues.
Proficiency with technology including but not limited to Microsoft Office and Blackboard, Softphone software, and other CRM database systems.
Our Culture – At Broward College, our leaders embody a culture of competence, care, character, composure, and courage. We prioritize serving each other and our students through high-quality guidance, mutual respect, resilience, and fair, thoughtful decision-making, all while upholding the values of integrity, transparency, and honesty.
Broward College offers an exceptional benefits package, including, but not limited to:
- Affordable High Quality Healthcare Insurance (Medical, Dental & Vision)
- Retirement Options – Florida Retirement System (FRS) Pension Plan or the FRS Investment Plan
- Wellness Program
- Vacation/Paid Time Off
- Winter and Spring Break Off
- Paid Parental Leave
- Tuition Assistance and Tuition Reimbursement are available to employees and family members
Contact Center Student Ambassador
Position Number
P0083910
Job Status
Full time Regular
Department
Contact Center Operations
Location
Cypress Creek Administrative Center
Pay Grade
713
Salary
$36,800-$43,240 (Salary Commensurate with Education and Experience)
Work Shift
Work Schedule
Monday-Friday/Weekends/Varies
Hours Per Week
40
Posting End Date
Open Until Filled
Comments
To be considered for this position, a completed online employment application form along with a resume and unofficial transcript are required.
Designated Essential Personnel
No
FLSA Status
Non-Exempt
Position Classification
Professional Technical Staff (PTS)
Special Instructions To Applicant
For positions requiring a degree, the official transcripts are required upon hire. An unofficial copy of the degree/transcript is acceptable during the application process and must be attached to the online application. If unable to attach the documentation, please email document to jobs@broward.edu or fax to 954-201-7612, stating clearly the position name(s) and position number(s) the transcript is to be attached to.
Foreign Transcript: Transcripts issued outside of the United States require a equivalency statement from a certified transcript evaluation service verifying the degree equivalency to that of an accredited institution within the USA. This report must be attached with the application and submitted by the application deadline. All required documentation must be received on or before the job posting end date.
**Please note that multiple documents can be uploaded in the “Resume/CV/Transcript/License/Certification” section of the application**
Please refer to link with the instructions on how to submit an application with multiple documents. https://www.broward.edu/jobs/_docs/tutorial_external_applicant_broward_college.pdf.
Employment is contingent upon successful completion of the required background screening process.
Broward College uses E-Verify to check employee eligibility to work in the United States. You will be required to complete an I-9 Form and provide documentation of your identity for employment purposes.
Broward College is an equal opportunity employer and strongly encourages applications from eligible veterans and spouses of veterans, underrepresented groups, including minorities, women, and persons with disabilities. The College does not discriminate on the basis of age, color, disability, gender identity, genetic information, national origin, race, religion, sexual orientation or any other legally protected classification. For inquiries regarding Title IX and the college’s non-discrimination policies, contact the Vice President for Talent and Culture at 954-201-7449, Broward College, 6400 NW 6th Way, Fort Lauderdale, FL 33309. Applicants needing a reasonable accommodation with the application process, please contact the Talent and Culture Department at nanders1@broward.edu.
Disclaimer
The intent of this description is to illustrate the types of duties and responsibilities that will be required of positions given this title and should not be interpreted of describe all the specific duties and responsibilities that may be required in any particular position. Directly related education/experience beyond the minimum stated may be substituted where appropriate at the discretion of the Appointing Authority. Broward College reserves the right to revise or change job duties, job hours, and responsibilities.
Salary : $36,800 - $43,240