Location: Various Locations, NY Category: Professional Posted On: Wed Jan 24 2024 Job Description:

　　Empire State University seeks a full-time bilingual Call Center Representative (State Title: Staff Assistant) to join our 1Stop Student Services team.

　　Providing assistance in both English and Spanish, the Bilingual Call Center Representative serves as the primary point of contact for students, staff, and faculty with the non-classroom needs relating to registration, financial aid, billing, and admissions. Representatives are expected to have strong working knowledge of functional office policies and procedures; possess the ability to provide excellent customer service in a high-paced multi-channel environment; demonstrate skills to effectively identify, analyze and resolve inquiries received, and work proactively across university departments to remove administrative barriers to enrollment and improve university-wide student services.

　　Duties of the Bilingual Call Center Representative include but are not limited to:

　　Respond to student service inquiries accurately and professionally by phone, email, online and in-person.

　　Deliver a holistic, student-centered customer service experience related to course enrollment information, academic records, financial aid, billing and payment, with a continued focus on student persistence and retention.

　　Ensure the security and confidentiality of all student record information and submitted documentation to comply with Federal Educational Rights and Privacy Act (FERPA).

　　Use professional judgement to solve problems, provide referrals to other university offices/partners as needed and as trained/directed.

　　Effectively utilize university ERP (Enterprise Resource Planning) Systems tools.

　　Assist in the development of Spanish language virtual student service tools such as knowledgebase articles and videos; 1Stop Resources SharePoint, 1Stop Student Services Website as well as internal training-programs to university offices to support a bilingual or English as a second language student's overall enrollment experience.

　　Perform proactive outreach to currently enrolled students eligible for immunization compliance, possessing incomplete FAFSA's (Free Application for Federal Student Aid) and de-registration outreach.

　　Develop and maintain a culture that supports teamwork, student success and the mission of integrated student services.

　　Job Requirements:

　　Required Qualifications:

　　Bachelor's degree from a regionally accredited institution OR a minimum of five (5) years relevant customer/student service experience with progressively increasing responsibility.

　　Bilingual and biliterate in Spanish and English.

　　Demonstrated ability to work effectively in a multi-channel, fast-paced environment.

　　Excellent written and oral communication skills.

　　Demonstrated ability to contribute to dynamic cross-functional teams.

　　Preferred Qualifications:

　　Prior knowledge of and experience working with bilingual and emergent bilingual learners, particularly in providing customer service in online settings.

　　Prior experience working effectively with faculty, staff and students from diverse linguistic, cultural, and socioeconomic backgrounds.

　　Contact/call center experience or experience working with adult higher education students.

　　Functional knowledge of the Free Application for Federal Student Aid (FAFSA) and college admission, enrollment, registration, and billing processes.

　　Experience using Banner, Ocelot Chatbot, CRM Recruit and/or CRM Advise and Mitel Contact Center System Software.

　　Experience utilizing data to improve job performance and/or departmental initiatives and goals.

　　Demonstrated experience with Microsoft 365 suite including SharePoint, Teams, Outlook, Word, and PowerPoint.

　　Demonstrated experience creating online support tools and tutorials to support excellent virtual student/customer service.

　　Experience providing customer service online, such as Live Chat, and Social Media Platforms.

　　Special Information:

　　May involve occasional travel.

　　VISA sponsorship is not available for this position.

　　Occasional weekend and evening work.

　　SUNY Empire provides employees with robust remote and flexible work options to meet the needs of students, faculty, and staff in a dispersed work environment. University locations that may be considered include Saratoga Springs, Rochester and Selden, NY.

　　Additional Information:

　　Rank/Salary: SL2 / $48,500.

　　Empire State University is an EOE employer.

　　We are pleased to offer our employees an excellent benefit package which includes; NYS health insurance, free dental and vision, competitive retirement options, and generous vacation, sick and holiday accruals; and a strong emphasis on work-life balance. We also offer professional-development activities for professionals and support staff.

　　IF YOU NEED A DISABILITY-RELATED ACCOMMODATION, PLEASE CALL THE ADA COORDINATOR AT (518) 587-2100, ext. 2240. IN ACCORDANCE WITH THE TITLE II CRIME AWARENESS AND SECURITY ACT, A COPY OF OUR CRIME STATISTICS IS AVAILABLE UPON REQUEST BY CALLING (518) 587-2100, ext. 2800. IT CAN ALSO BE VIEWED ON-LINE AT THE SAFETY AND SECURITY WEBSITE AT www.sunyempire.edu/safety-security.