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Coord/new student svcs call center

Company Name:
Central Michigan University
Position Summary
This position requires a knowledgeable and accomplished customer service professional with experience in managing a marketing front end team responsible for converting inquiries to customers. The position includes supervisory duties, data management and analysis to make decisions regarding enrollment management decisions. This position manages a team that is heavily focused on and responsible for servicing customers over many months as opposed to making one, short call to a potential customer without further interaction with the customer.
Required Qualifications
Bachelor's Degree.
Minimum of three years experience in the following areas:
Providing documented customer service excellence.
Call center experience.
Supervisory experience managing in-house and remote team members.
Experience with qualifying and motivating prospects.
Demonstrated ability in generating sales/prospecting reports.
Must be able to show analytical skills in measuring/monitoring customer through sales cycle.
Experience working closely and in tandem with other internal departments to assist customers.
Experience with MS Word, Excel, Access, email and Web.
Demonstrated ability to project a positive and professional image representing the university.
Excellent oral and written communication skills.
Strong organizational skills and attention to detail.
Ability to travel overnight and to work evening and weekend hours as needed.
Preferred Qualifications
Experience with long sales cycle call center experience requiring customer service, coaching and diligence in developing long term relationships.
Knowledge of or experience with CRM systems, data entry, report generation, developing campaigns, and so forth.
Experience supervising a team of 4 or more employees.
Experience with or knowledge of working with adults in a service industry.
Knowledge of or experience in the higher education industry.
Ability to monitor work flow and delegate assignments to department representatives.
Ability to mentor department employees.
Understanding of electronic sales/recruitment tools.
Consolidate and coordinate all call center reports and prepare overall analysis and recommendations to internal and external departments as needed.
Familiarity with electronic interactive systems such as live chats.
Familiarity in generating reports from electronic systems.
Knowledge of or experience in Business Analyst roles in systems development/improvement.
Duties & Responsibilities
Manage both the business and personnel needs of the New Student Call Center.
Serve as the main contact for various New Student Call Center reports and research accuracy in those reports.
Serve as the primary source for current information on degree programs to ensure accurate communications with potential students.
Identify business needs in relation to technology systems (e.g., CRM), request relevant changes and follow changes to completion.
Effectively communicate functional business requirements to IT staff.
Responsible for understanding IT systems as related to the New Student Services Call Center and identifying how system changes will affect business processes.
Responsible for assisting student with reaching/contacting other departments for information such as financial aid and advising, and confirming such assistance in customer relationship management system (CRM).
Serve as a point of resolution when there is escalation of New Student Services Call Center-related student issues.
Monitor and report conversion rates of prospective to enrolled students.
Collaborate with New Student Services Call Center team on ways to coach students for retention purposes.
Compose and review New Student Services Call Center written correspondence for clarity and accuracy.
Collaborate with members of the marketing team to incorporate marketing initiatives for program recruitment into New Student Services Call Center processes.
Position Number: 32090
Type of Recruitment: External
Position Title: COORD/NEW STUDENT SVCS CALL CENTER
Position Summary: This position requires a knowledgeable and accomplished customer service professional with experience in managing a marketing front end team responsible for converting inquiries to customers. The position includes supervisory duties, data management and analysis to make decisions regarding enrollment management decisions. This position manages a team that is heavily focused on and responsible for servicing customers over many months as opposed to making one, short call to a potential customer without further interaction with the customer.
Required Qualifications: Bachelor's Degree.
Preferred Qualifications: Experience with long sales cycle call center experience requiring customer service, coaching and diligence in developing long term relationships.
Duties & Responsibilities: Manage both the business and personnel needs of the New Student Call Center.
Employee Group: Professional & Administrative -Salary
Staff Pay Level: 3
Pay Range: Salary Commensurate with Education and Experience
Division: Academic Affairs
Department: Global Campus
Position Status: Regular
Employment Status: Full-Time
FTE: 1.0
Position Type: 12 month
Weekly Work Schedule: Monday - Friday; 8 am - 5 pm; Evenings and weekends as necessary.
At Will?: No
Location: Mount Pleasant, MI
Posting Begins: 03/23/2014
Open Until Filled: Yes

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