Under the direction of the Assistant Director of Recruitment & Communication, the Communication Hub Specialist is responsible for providing excellent customer service in the management of inbound and outbound communications of the enrollment process involving but not limited to: in and outbound phone calls, call campaigns, emails, text messaging, Instant Messenger, LiveChat and AdmitHub.

Essential Duties:

Take customer calls and provide accurate, satisfactory answers to queries and concerns with a high focus on the admissions process.

• Respond efficiently and accurately to callers, explaining possible solutions, and ensuring that callers feel supported and valued
• Engage in active listening with callers, confirming or clarifying information and deescalating situations involving dissatisfied customers, offering patient assistance and support
• Guide callers through troubleshooting, navigating the RVCC website, and referring to appropriate departments
• Track wrap-up codes in Mitel at end of in-bound calls
• Make outbound calls responding to voicemails and targeted call campaigns
• Exceptional customer service and verbal and written communication skills

Understanding of call center system and other communication services, such as emails, live chats, and text messaging.

• Utilizing and familiarity with Raritan Valley Community College School Website, Mitel software, Banner database, call center scripts, and referral form to answer and resolve inquiries
• Strong computer skills and ability to multi-task to work between multiple systems during calls (Mitel, Outlook Email, LiveChat)
• Proficiency in the use of Microsoft Office Suite and prior exposure to a database system; ability to work with standard documents and reports

Adhering to all College and departmental policies, processes, and procedures.

• Understanding and striving to meet or exceed qualitative and quantitative call center metrics while providing excellent, consistent customer service
• Taking part in on-the-job training via manual and video training, shadowing of other team members, reviewing and navigating the school website and other learning opportunities to expand knowledge of the College and the position

Collaborate with other call center professionals to improve customer service.

• Building lasting relationships with customers and other call center team members based on trust and reliability
• Using Teams chat to regularly communicate with team members

High level of professionalism.

• Strong time management and adherence to work schedule assignments
• Ability to multi-task across several on-line applications
• Decision-making and de-escalation skills
• Adaptability and accountability

Associates degree required.

Previous experience with Microsoft Office Suite.

Preferred Qualifications:

Bilingual - English/Spanish.

Familiarity with Mitel Phone System.

Previous experience working in a call center, customer service or a related area is preferred.

Home Office Requirements include, but are not limited to:

Dedicated workspace with consistent power supply for individual use during working hours.

Fast, reliable and secure internet connection (RVCC will provide the laptop and ethernet cable to directly connect to your internet router).

Laptop computer, headset with microphone, ethernet cable, and a second monitor will be supplied. If requested, an additional keyboard and mouse will also be supplied.

All calls and emails are recorded and may be reviewed for training purposes.

Work Schedule:

This is a hybrid-remote position, requiring 1 on-campus workday per week and totaling 24.5 hours per week.

These 24.5 hours can be satisfied as follows:

8 to 8.5-hr shifts on Wednesday, Thursday, and Friday
4.5 to 5-hr afternoon shifts from Monday to Friday

Work hours vary at different times of the year.

Occasionally some evening and weekend hours may be required based on events and peak recruitment season.

General Office hours:

8:30am - 5pm Monday - Friday

Physical Demands:

Requires sitting, standing, bending, and walking.

Utilizing a computer and looking at computer monitor.

Utilizing a headset with microphone.

Occasionally move and lift up to 20 pounds.