Call Center Specialist

Customer Service Representative

Primary Location: 2200 W. University Drive, McKinney, Texas, 75071

Job Summary: Provide one-on-one customer service to current and prospective students by answering the telephones, live chat email accounts, assisting with applying to the college and federal and state financial aid, and processing a variety of documents for student records.

Essential Duties and Responsibilities

• Respond to inbound/outbound telephone calls via multi line phone system platform (Cisco Agent Desktop application or similar) regarding any student inquiry. Specialized focus can include admissions applications and onboarding processes, financial aid, veteran's benefits and exemptions, registration and payment.
• Follow up with students on questions that require additional research after triaging issue(s) and their account using relevant division resources and expertise.
• Respond to students' questions and issues both telephonically and via email with accurate and timely response.
• Respond to customer inquiries over the telephone and via email, in a friendly and professional manner.
• Forward or escalate as appropriate, questions and/or issues that cannot be answered/handled at this level.
• Document all call information according to standard operating procedures.
• Utilize student information system to review students' account and inform students of potential resolutions, next steps or options.
• Maintain confidentiality of student records (in compliance with the Family Educational Rights and Privacy Act).
• Provide personalized customer service at the highest level. Understands and satisfies customer needs. Capitalizes on opportunities to improve customer experience.

Supplemental Functions

• Perform other duties as assigned.
• Perform all duties to maintain all standards in accordance with college policies, procedures, and Core Values.

Knowledge, Skills and Abilities

Knowledge of Collin policies and procedures Knowledge of admissions, registration and financial processes Knowledge of College's Student Information System (SIS) Knowledge of the Family Educational Rights and Privacy Act (FERPA) Knowledge of all associated websites where applications and/or required processes (e.g. ApplyTexas, FAFSA, as well as Collin admissions, financial aid, registration, payment and other student websites.) Knowledge of available resources Organization skills Excellent computer skills Customer service skills Verbal and written communication skills Critical thinking skills

Ability to pay attention to details Ability to use Cisco Agent phone system and software Ability to work in a fast-paced and often stressful environment Ability to make appropriate and timely referrals Ability to analyze and troubleshoot issues Ability to provide accurate information to customers

Physical Demands, Working Conditions and Physical Effort

Sedentary Work - Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. Positions in this class typically include talking, hearing, seeing, grasping, standing, walking and repetitive motions, plus stooping, kneeling, crouching, and reaching. Relatively free from unpleasant environmental conditions or hazards. Office environment. Little physical effort required. Required Associate degree from an accredited institution and two (2) years of related experience.

Preferred

Experience with student information system software and Cisco Agent Desktop application. At least sixty (60) hours of college credit, or at least two (2) additional years of directly-related experience may be substituted to meet the education requirement.

This position is Security Sensitive, therefore, candidates will be subject to a criminal background check.

Collin College reserves the right to add, change, amend, or delete portions of this job description at any time, with or without notice. Reasonable accommodations may be made by Collin College in its discretion to enable individuals with disabilities to perform the essential functions.

The intent of this job description is to provide a representative summary of the types of duties and responsibilities that will be required of the positions given this title and shall not be construed as a declaration of the specific duties and responsibilities of any particular position. The employer actively supports Americans with Disabilities Act and will consider reasonable accommodations.

Compensation Type: Salary

Employment Type: Full time

Hiring Minimum $37,465.00

Hiring Maximum $44,958.00

Compensation is determined based on experience.

Application submission deadline is 12am of the date listed. 07/03/2025

Collin College is an Equal Opportunity Employer and does not discriminate on the basis of any characteristic protected by applicable law.