Customer Care Support Counselor

College: DCC

Department: Student Affairs

Sub department: Student Affairs Answer Center

Type of Appointment: Unclassified - Administrative/Staff

Duties and Responsibilities:

85% Answer level one, two, and three inbound customer care service calls, assist with call out campaigns, and requests for the student population, faculty, staff and the community which provides advising support for a variety of issues such as general/basic student information related to admissions, financial aid, registration and account billing; provide basic helpdesk support to end users on a wide variety of technical related issues. Appropriately provide analysis, professional judgment and discretion to escalate customer related matters which cannot be resolved on first contact to level-two support for timely care and resolution. Direct callers to appropriate areas of the college website and/or portal to obtain and/or submit information. Answer, identify, research and resolve technical problems related to the desktop, network and/or telecommunications; track and monitor problems to ensure timely resolution.

10% Document and log problems and resolutions through a service management platform for tracking, resolve and possible inclusion into the service management platform knowledge base. Provide support for outbound calling for research/targeted initiatives to current and prospective students, employees and college community regarding marketing campaigns, time-sensitive college information and other support as directed.

5% Perform other duties as assigned by supervisor.

Required Education: 8-10 years of work related experience.
Associate’s Degree from an accredited college or institution. (4) years of customer care experience may substitute for the degree requirement.

Required Experience: 2 to 3 years of experience in which customer relations/user assistance was a major duty; previous experience handling user support computer related calls in a helpdesk environment; excellent organizational, written and verbal communication skills.

Preferred Education: Bachelor’s Degree from an accredited college or institution

Preferred Experience: Considerable experience working in a higher education environment; previous experience working within a centralized IT organization; prior experience working with various aspects of a support center; training in business, public relations, information technology or closely related curriculum; experience using an enterprise service management ticketing system. Ability to create and implement data driven plans that meet desired objective and goals. High Level of Fluency in Spanish or other foreign language.

Benefits: As a member of the Louisiana Community and Technical College System, DCC has an attractive benefits package with a wide variety of benefit options. Benefits offered include retirement, multiple medical insurance options, supplemental insurances (dental, term life, disability, accident, vision, etc.), Tax Saver Flexible Benefits Plan (saves tax dollars on some child care and medical expenses), holidays (14 per year, typically includes longer break at Christmas), generous annual (vacation) and sick leave benefits and Employee Assistance Program. Specific benefits depend on job category, percent effort and length of employment.

Passing pre-employment criminal background screen is required as a condition of employment. DCC is a State As a Model Employer (SAME) agency that supports improved employment opportunities for individuals with disabilities.