Delaware County Community College (DCCC), located outside of the Philadelphia Metro area, is looking for a committed and dedicated Enrollment Services Representative Team Lead to join our team of higher education professionals who are committed to student success. Candidates who subscribe to the notion of becoming a student-ready college and meeting students where they are, DCCC has a place for you!
The Enrollment Services Representative Team Lead is accountable for leading and supporting the day-to-day operations of the College’s Contact Center. This position has no supervisory oversight of staff; however, requires a solid understanding of workflows, policies, and procedures to help ensure the team is producing at a high level. The Team Lead assists with the onboarding of new staff, quality monitoring (e.g., reviewing and providing feedback on recorded calls), and additional activities within the Center. The Team Lead also serves as the first point of contact for call escalations and leads projects as assigned.
"Open until filled"
In addition to the Team Lead responsibilities, the Enrollment Services Representative Team Lead will spend time serving as an initial point of contact for prospects, students, families, and visitors contacting the College via phone, email or in person. These responsibilities include issuing friendly and welcoming greetings, determining individual’s needs, and providing clear and accurate direction and information regarding the College and its enrollment processes. The Enrollment Services Representative Team Lead must be able to utilize the College’s student information systems to provide simple or complex responses to a variety of questions related to admission, billing, financial aid, records, and general student services. The Enrollment Services Representative Team Lead reports to the Director, Enrollment Communication & Outreach and participates in departmental and college-wide events, meetings, and activities as necessary.
Team Lead Responsibilities
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Provides ongoing communication and updates to leadership and contributes and participates in team meetings;
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Serves as a resource to team members; often handling more complex service support activities;
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Serves as a content model expert and mentor to the team regarding practice standard, quality of interventions, problem resolution and critical thinking;
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Manage the queuing system, especially during peak periods, to ensure service as efficiently and effectively as possible;
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Ensures adherence to customer service models and agreed upon departmental goals;
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Develops, implements, and supports program policies and procedures;
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Utilizes critical thinking skills to raise the level of team’s performance;
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Mentors the team? monitoring and providing feedback regarding performance relative to best practices;
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Assists management with Contact Center staffing/scheduling to ensure optimal coverage
Contact Center Responsibilities
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Kindly greets individuals and determine the type of assistance needed;
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Responds to all inquiries in a helpful, patient, and pleasant manner;
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Effectively uses tools such as Banner, delaGATE, the College’s web site, Customer Service Wiki, and other resources to provide clear, accurate and timely information;
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Asks appropriate questions to ensure accurate and thorough understanding of what individuals are seeking;
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Provides direction and accurate and thorough responses;
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Provides ongoing feedback to the Director so adjustments to operations can be made quickly to meet needs and continually improve processes;
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Participates in periodic customer service training and team meetings to share current student service trends, FAQs and issues that can be used to inform team members, update resources, and improve overall performance;
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Provides answers to simple and complex inquiries related to admission, billing, financial aid, registration, and general enrollment services;
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Navigates multiple screens on the student service system to retrieve student account information;
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Remains calm and pleasant when assisting upset individuals or individuals facing challenges;
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Responds to various emails inboxes.
General Responsibilities
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Assists with creation and execution of outbound communication plans;
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Assists with the maintenance and improvement of College Chatbot;
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Performs other duties as assigned.
The successful candidate must be an engaging, effective, innovative, dynamic collaborator and team player who will have demonstrated knowledge of best practices associated with customer services while dealing with potential and current students and their parents. The successful candidate will also actively participate in creating an environment that encourages, models, embraces, and incorporates diverse thoughts and perspectives of all individuals of various backgrounds, ideas, and perspectives to foster an all-inclusive atmosphere and drive results.
Qualified candidates will have a minimum of 2+ years of related experience working in a customer service role in a professional setting; prior experience working in a school or community college environment is preferred; Ability to communicate in English and Spanish is a plus. A High School Diploma, GED or equivalent is required. Associates or Bachelors degree preferred.
Background Clearances: Act 153 Clearances (Act 34 PA Criminal Background History, Act 151 PA Child Abuse History, Act 114 FBI Clearance); Verification of educational credentials
Delaware County Community College strongly encourages applications from members of traditionally under-represented groups. DCCC promotes an organizational culture and structure that honors diversity through integration of the principles of access, inclusion and most importantly equality.
For immediate consideration, interested candidates can apply online at https://www.schooljobs.com/careers/dccc
DCCC fosters a work environment and a learning community focused on student success by delivering quality, affordable, and responsive educational opportunities in a technologically rich and supportive environment. We celebrate differences and commit to an “open door” policy for individuals with varying levels of knowledge, skills, experiences, and needs. By embracing diverse collegial perspectives, we seek to make inclusivity, teamwork, and respect the foundation for our students to reach their academic goals and on staff to thrive professionally. DCCC is an equal employment opportunity employer, valuing diversity, equity, and inclusion.