Call Centre Agent

Virginia Tech is a prestigious public research university located in Blacksburg, Virginia. The university is dedicated to excellence in teaching, research, and service to the community. The Virginia Tech Call Centre is an integral part of the university, serving as the primary point of contact for prospective and current students, alumni, parents, and other stakeholders. We are currently seeking a highly motivated and customer-oriented individual to join our team as a Call Centre Agent.

Job Summary:

The Call Centre Agent will be responsible for handling incoming and outgoing calls, as well as responding to emails and live chats from various individuals seeking information about Virginia Tech. The individual will act as the first point of contact for callers and will assist with inquiries related to admissions, financial aid, scholarships, student life, athletics, and other university services. The Call Centre Agent will also be responsible for providing excellent customer service, maintaining accurate records, and working collaboratively with other team members to ensure a seamless and positive experience for all callers.

Duties and Responsibilities:

- Handle incoming calls, emails, and live chats from prospective and current students, parents, alumni, and other stakeholders

- Provide accurate and thorough information about admissions, financial aid, scholarships, student life, athletics, and other university services

- Assist with inquiries related to application status, scheduling campus visits, and other admissions processes

- Resolve and escalate customer complaints and issues to appropriate departments

- Update and maintain accurate records of all interactions with callers in the call centre database

- Collaborate with other team members to ensure efficient and effective call centre operations

- Identify opportunities for process improvement and provide feedback to Call Centre Operations Manager

- Stay up-to-date with university policies, procedures, and services to provide accurate and current information to callers

- Assist with other duties as assigned by the Call Centre Operations Manager

Qualifications:

- High school diploma or equivalent required; Associate's or Bachelor's degree preferred

- Minimum of 1-2 years of experience in a customer service or call centre role

- Excellent communication, interpersonal, and problem-solving skills

- Ability to handle high volume of calls and multi-task effectively

- Proficient in Microsoft Office and experience with call centre software preferred

- Strong attention to detail and accuracy

- Availability to work flexible hours, including evenings and weekends

Working Conditions:

The Call Centre Agent will primarily work in an office setting, using a computer and phone system for extended periods of time. The position may require some evening and weekend hours to support call centre operations.

Salary and Benefits:

Salary will be commensurate with qualifications and experience. Virginia Tech offers a comprehensive benefits package, including health, dental, and vision insurance, retirement plans, and paid time off.

Application Process:

Interested candidates should submit a cover letter and resume through Virginia Tech's job portal. Applications will be reviewed on a rolling basis until the position is filled.

Virginia Tech is an Equal Opportunity/Affirmative Action employer. Individuals with disabilities desiring accommodations in the application process should notify the Virginia Tech Human Resources Service Center.

We are proud to be a diverse and inclusive employer and seek individuals of all backgrounds and identities to apply for this position.