Call Center Specialist

6 days ago

New Westminster, Canada Campus Support Full time

**About Us**

Campus Support is a centralized service center that supports its clients in making students the number one priority. We are committed to delivering essential operational, marketing and leadership support that enables each campus team to provide an exceptional educational experience. We are happy to say that we are looking for an experienced **Call Center Specialist** **to join our** Vancouver team in** **BC**

The purpose of the Call Center Specialist is to provide exceptional customer service for all inbound calls to current and new clients, and assist the Appointment Setting Representative team as required. The Call Center Specialist is responsible for being the first point of contact for inbound calls with current and potential clients, following strict and effective guidelines.

**Responsibilities**:
The Call Center Specialist will be responsible for the following, as well as other related duties as assigned to support the business objectives and purpose of the College.

Providing consistent exceptional customer service for all inbound calls by following strict guidelines and utilizing all tools and resources such as:

- Identify and act upon all sales opportunities
- Transfer clients to other appropriate business units within Campus Support
- Achieving monthly and annual KPI targets as provided by the Manager, Call Center

Maintaining records to contribute to the administrative functions of the company such as:

- Tracking and reporting on daily, weekly, and monthly activities

Assisting Appointment Setting Representatives team as required such as:

- Booking appointments with prospective students following the College’s effective appointment setting guidelines
- Incorporating College techniques to ensure that booked appointments show for interviews
- Upholding the highest level of integrity and ethics (as outlined in the Company’s Admissions Representative manual)

Other duties as assigned

**Qualifications**

To be successful in the Call Center Specialist position, individuals must be committed to developing, maintaining and demonstrating the following:
**Education and Experience**
- High school diploma
- Two (2) years experience in a call center environment, with a preference in private post-secondary education/recruitment agency

**Skills and Abilities**
- Ability to work independently and as part of a team
- Excellent interpersonal, oral, and written communication skills; ability to effectively communicate and interact with all individuals with integrity, empathy and sincerity
- Proficient in MS Office (Word, Excel, Outlook) and productivity tools
- Experience with Five9 Software is an asset
- Organized and detail-orientated, with the ability to multi-task
- Proven self-starter and problem solver, demonstrate initiative and desire to learn new tasks
- A positive attitude and customer-focused approach
- Ability to handle challenging customers in a professional manner
- Comfortable with multi-tasking, managing multiple priorities and meeting several, often movable, deadlines under pressure
- Fluent in English and/or French

**Provisos**
- Willingness to be available to work days, evenings and weekends as per work schedule provided by the Manager, Call Center.

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