CALL CENTER REPRESENTATIVE

Job Summary

The Outbound Call Center Representative works under the direction of the Call Center Manager with guidance the Assistant Call Center Manager and the Senior Call Center Representative and is responsible for initiating and receiving calls from prospects, developing relationships and inquiry details, scheduling appointments and follow-up calls and completing information in the Admissions database. If assigned, the Representative will also interact with prospects by email, and internet chat. Support the team to achieve departmental goals.

Job Duties and Responsibilities

Developing Student Prospects

• Handle inbound telephone inquiries and make outbound calls to prospects
• Schedule campus visits for prospects and follow-up as needed. Create a sense of urgency and overcome objections from prospects
• Exemplify Ross customer service standards and positive attitude
• Display a positive attitude towards prospective students and express empathy
• Use script to obtain personally developed leads
• Meet assigned goals

Gather and Report Statistical data

• Accurately enter all necessary data into CampusVue
• Maintain daily and weekly log of inquiries
• Actively maintain database of inquiries by entering information and setting appropriate follow up activities
• Maintain acceptable conversion rates

Compliance

• Follow Ross Guidelines and Dos and Donts
• Follow all Ross Policies and Procedures

Product Knowledge

• Demonstrate an in-depth understanding of all Ross Programs
• Demonstrate a general knowledge of Ross class and campus activities by the ability to present Ross Program features and benefits

Key Metrics

• Setting appointments from leads within 24-48 hours
• Outbound call volume goals
• Meet show rate goals
• Accurate lead input
• Reliable and consistent attendance

Minimum Requirements

• High School diploma or GED equivalent and 2+ years relevant work experience

• Ability and desire to handle high numbers of phone calls inbound/outbound using phone outlines to obtain desired outcomes
• Excellent phone voice and etiquette
• Must be able to clearly and confidently speak and write
• Have a positive and encouraging attitude, be welcoming and engaging with prospective students
• Ability to work at a fast pace, multi-task and adapt to change
• Demonstrate professionalism in manner, dress and conduct as a representative of Ross and a student mentor
• Adherence to Ross Code of Conduct and Professional Ethics
• Ability to achieve goals; We work to make our students successful and we measure that in our individual and team accomplishments
• Desire to see others succeed
• Strong computer and technology skills required Internet, email, Microsoft Outlook and Excel, chat or IM
• Available to be able to work evenings and weekends

Preferred

• Associates and/or Bachelors degree from an accredited college or university
• Prior call center experience or 1-3 years sales experience
• Experience in a metrics and goal driven environment