Contact Center Representative

Job Overview

The Contact Center Representative serves as the initial point of contact, delivering efficient and exceptional service across all Ancora Education brands and partner schools. This role requires supporting customers and internal team members through various communication methods such as phone, live chat, text messaging, and social media, ensuring seamless omnichannel assistance.

Key Duties

• Handle inbound queries by understanding the products and services offered.
• Conduct outbound calls following provided scripts and resources to direct students and customers to the appropriate brand, vertical, department, or partner school.
• Maintain consistent achievement of KPI standards and performance goals.
• Participate actively in training sessions, process improvements, procedural updates, and one-on-one coaching.

Tier 1 Responsibilities

• Gather detailed customer information such as name and address to support inquiries.
• Accurately complete transactions and document data in the system.
• Record all customer interactions and actions taken to ensure thorough data maintenance.
• Schedule appointments for Admissions staff to meet potential students for campus tours and career guidance.
• Respond compassionately and promptly to customer requests via outbound/inbound calls and email.
• Assist students in resetting passwords using internal tools.
• Evaluate customer needs to suggest suitable actions and next steps.
• Collaborate with leadership, Admissions, peers, and students for smooth operations.
• Perform additional tasks as assigned by Contact Center management.

Tier 2 Responsibilities

• Fulfill all Tier 1 responsibilities with additional duties.
• Respond with quality and compassion through all communication channels including phone, chat, text, email, and social media.
• Handle escalated internal calls and collect necessary information for appropriate follow-up.
• Support Ancora Training, Ancora Academy, and Ancora High School divisions by providing detailed assistance for prospective enrollees.
• Occasionally help new hires during training, including job shadowing and peer reviews.
• Maintain a Quality Assurance average score of 80% or above on assessed calls.
• Provide basic troubleshooting assistance for caller inquiries, aiding the Help Desk team.

Qualifications

• Minimum education: High School Diploma or equivalent.
• Experience working in customer service environments.
• Preferred: Associate’s Degree and 1-3 years of customer service or contact center experience.

Physical Requirements

The role requires occasional standing, walking, sitting, hand use for handling objects or controls, reaching, climbing stairs, balancing, stooping, kneeling, crouching, crawling, talking, and hearing. Lifting or moving objects weighing up to 25 pounds may be required. Essential vision capabilities include close, distance, color, peripheral vision, depth perception, and focus adjustment. Extended periods of desk and computer work are typical.

Work Environment

The position is usually indoors with moderate noise levels and no exposure to weather elements. Reasonable accommodations can be provided for individuals with disabilities to fulfill essential duties.

Additional Information

This description is not exhaustive and may be updated or altered by management without notice. Employment is at-will, and this document does not represent a contractual agreement.