Call Center Representative
Franklin University has a full-time opening for a Call Center Representative who is the first point of contact for incoming calls to the University. The Call Center Representative is responsible for the following: answering incoming calls in a high-volume call center, providing exceptional customer service by triaging calls, reviewing student information and requirements, scheduling appointments, utilizing different databases, assisting with special projects and outreach initiatives, and working with other areas of the University including providing back-up support to the Welcome Center. Hours of operation for the Call Center are Monday -Thursday between 8:00 a.m.-6:30 p.m. and Friday between 8:00 a.m. -5:00 p.m.
The successful candidate will have a minimum of one year of previous customer service experience, possess excellent oral and written communication skills, a commitment to customer service and satisfaction, self-sufficiency in a fast-paced and ever-changing environment, a strong comfort with technology, and the ability to collaborate with other team members and departments on a regular basis. A minimum of a high school diploma or its equivalent is required with someone pursuing a degree being preferred.
Prior experience utilizing a CRM (Constituent Relationship Management) system, Student Information system and Ellucian Colleague would be a plus in this position.
Founded in 1902, Franklin University has built its reputation on removing barriers to higher education for ambitious adults who must balance their educational goals with other commitments. Accredited and nonprofit, Franklin has earned its long-standing reputation as an innovator in online education. The University offers applied, in-demand undergraduate, master’s and doctorate programs that enable adult learners to achieve their educational and professional goals. From entrepreneurs to CEOs, more than 45,000 Franklin alumni can be found around the world contributing to the communities in which they live and work.
Franklin offers a competitive benefits package, incentive program and free parking. In addition, Franklin provides free undergraduate tuition for employees and immediate family members, graduate tuition assistance for full-time employees and immediate family members, and a discount on doctoral tuition for employees.
Franklin University is committed to creating a respectful and inclusive educational and workplace environment. Franklin does not discriminate on the basis of age, religion, race, ethnicity, color, national origin, ancestry, immigration status, sex, sexual orientation, gender identity or expression, marital or familial status, disability, or veteran or military status.