Contact Center Representative

Job Purpose: The Student Services Associate is an entry-level position within Carnegie ESS, focusing on providing exceptional customer service and engagement with prospective students. The Associate supports the enrollment process by guiding candidates through initial inquiries and evaluating prospective student qualifications. This role requires a proactive approach to ensuring prospective students have a seamless experience through this stage of their student journey.

Duties and Responsibilities:

• Engage with prospective students through phone, email, and text to qualify and evaluate inquiries.
• Facilitate communication with appropriate personnel or school resources.
• Maintain accurate records of student interactions and application progress using CRM software.
• Develop and maintain a working knowledge of assigned university programs, including admissions requirements and program value.
• Collaborate with team members to meet enrollment benchmarks and maintain high-quality service.
• Escalate complex inquiries and concerns to senior team members or management.
• Participate in ongoing training and development to enhance enrollment and customer service skills.

Knowledge/Skills/Abilities:

• Strong communication and interpersonal skills
• Proficiency in Google Workspace
• Basic understanding of Customer Relationship Management (CRM) systems and dialer/telephony systems
• Ability to multitask, prioritize, and meet deadlines in a fast-paced environment
• Willingness to learn and grow within the role
• Due to the remote environment, effective communication and time management skills are required, as well as the ability to use/learn multiple technology platforms and switch between them on a regular basis
• Physical requirement: Must be able to work at a computer for prolonged periods

Credentials and Experience:

• High school diploma or GED required.
• Bilingual skills preferred (English/Spanish preferred)
• Minimum 1 year of experience in customer service, sales, or higher education preferred
• Prior contact center experience is a plus