The Contact Systems Coordinator acts as the first point of contact for
prospective students for PEC's online and ground campuses. The Contact Systems
Coordinator will handle either inbound or outbound calls.
The outbound coordinator is responsible for the use of multiple scripts,
supporting various calling campaigns for both our online and ground campuses
presented through our contact systems.
The inbound coordinator will work in one of three separate groups each with a
specific purpose. The online schools each have a dedicated group of
coordinators that receive inbound calls from prospective students who have
requested information, may have missed our initial outbound call, and are
calling us back. The third inbound group receives calls from prospective
students for both our online and ground campuses; these calls are generated
from various advertising campaigns.
The Contact Systems Coordinator is held accountable to metric expectations
specific to their platforms that include the following areas: Quality
Assurance Scores on recorded calls, Connect to Transfer, Transfer to Appointment
and Adherence to Schedule in addition to behavioral-based metrics and PEC
standards.
Logs into multiple systems in order to perform their job: Avaya, Interaction
Center or Cisco, interactive scripting tool or My Call Center, IEX for
schedule viewing and time reporting systems.
Speaks with prospective students who have requested information about our
schools.
Screens inquiry through the use of our interactive scripting tool to
determine if student meets the minimum qualifications to speak with an
admissions advisor.
Uses off-line reference materials "cube needs" that are posted as reminders
for special projects and/or processes.
Warm transfer's prospective student to a live admissions advisor skilled to
assist prospective students based on their interest and background.
Correctly dispositions inquiries as necessary to maintain accurate student
records.
Makes a dynamic impression, sparks interest, and demonstrates the value of
speaking with our admissions department.
Schedule flexibility, including ability to work evenings and weekends.
Other Duties as assigned or Requested
May be asked to track call scenarios for marketing purposes.
May be asked to participate in the trial of new scripts or processes.
May be offered work hours, in addition to scheduled hours, in order to meet
the needs of the business.
Required Skills
Computer Skills (Office Suite) and the ability to maneuver throughout various
computer programs.
Decisive decision-making ability when assessing interest of prospective
students.
Excellent verbal communication skills.
Positive attitude and team-player mentality.
Ability to quickly implement coaching into practice.
Ability to adapt to new processes, including those which involve technology.
Required Experience (Minimum)
High School Diploma or GED
Preferred Experience
Call Center experience
Customer Service experience