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Call Center Representative (Pre-Admissions) (Higher Education)

Perdoceo Education Corporation
Full Time
Remote
Posted Today
Job description

About Perdoceo Education Corporation

We are an educational services company committed to quality, career-focused learning and led by passionate professionals who inspire individual worth and lifelong achievement.

We provide degree programs through the master’s or doctoral level as well as associate and bachelor’s levels to a diverse student population pursuing various career-oriented disciplines. PEC has two online universities with ground schools that fall under its umbrella: American InterContinental University (AIU) and Colorado Technical University (CTU).

American InterContinental University (AIU) offers Associate’s, Bachelor’s and Master’s degrees to a diverse student population pursuing various career-oriented disciplines. AIU has 2 ground campuses that are located in Houston, TX and
Atlanta, GA.

Colorado Technical University (CTU) provides degree programs through the doctorate level including Associate’s,
Bachelor’s and Master’s degrees to a diverse student population pursuing various career-oriented disciplines. CTU’s ground campuses are both located in Colorado, one in Denver and the other in Colorado Springs.

While the university offers online, on-ground and hybrid learning programs, more than 90 percent of our students attend the universities’ web-based virtual campuses. They predominantly serve students online with career-focused degree programs that meet the educational demands of today’s busy adults.

Perdoceo continues to show innovation in higher education, advancing new personalized learning technologies such as our intellipath™ adaptive learning platform, which allows students to more efficiently move toward earning a degree by receiving course credit for knowledge they can already demonstrate.

To learn more about the specific university you will be interviewing with, we encourage you to visit the respective website aiuonline.edu or ctuonline.com.

Role of Contact Systems Coordinator

Following initial training, the Contact Systems Coordinator acts as the first point of contact with prospective students helping them begin their journey to continue their education. In addition to being the first point of contact for the student, the Contact Systems Coordinator partners with admissions by providing them with quality transfers. As the Contact
Systems Coordinator speaks with each prospective student, they ask them a series of questions. Based on the answers that the prospective students provide, the coordinator will warm transfer the prospective student to the group of admissions advisors that are best suited to assist them with their specific needs.

During our week long training, coordinators will learn the value of their role and exactly how they fit into the student’s journey from beginning to end. They will learn the operating systems that we use, be instructed in the proper processes and have the opportunity to engage in practice calls with our senior coordinators where they will receive immediate feedback on call handling to better prepare them for taking live student calls.

The coordinator is held accountable to quantitative and qualitative metrics such as Connect to Transfer, monthly transfer targets, Transfer to Appointment, Quality Assurance Scores, Adherence to Schedule, and behavioral metrics in line with our CEC Competencies.

What the Job Entails

Volume of Calls

The coordinators take a high call volume each day from our Contact Systems Technology with the use of a scripting tool.
We do not cold call. All of the prospective students that we contact have previously requested information about one of our schools. The calls are very short, lasting anywhere between 45 sec. and 1min. and 15 sec. Coordinators may reach voice mail, no prospects on the phone, wrong parties, and right parties. When a right party is reached, the coordinator will ask 4 or 5 questions depending on which of the 50 different scripts generate through our scripting tool. It is very important that you are able to pronounce the names of our schools correctly to brand the school properly.

Rejection

There are a number of people you will be in contact with that are not interested going back to school in spite of them requesting information previously. At times, a student may raise their voice or express their discontent with schools calling them. Keep in mind that this is not personal, just remain polite with the prospective student and maintain your composure. At times you may need to have a bit of a thick skin.

Goals

You will be held accountable to goals on a daily, weekly, and monthly basis.

On a daily basis, you will be kept informed of your transfers, connect to transfer, transfer to appointment through reports that are sent to you. In addition, your supervisor will keep you informed on your behavioral metrics like your adherence to schedule as they do their daily attendance walks throughout their teams. Your supervisor will also coach you on your call observations weekly. You will receive a monthly scorecard. This scorecard will reflect all of the metrics that we previously stated.

Environment

We have a fast-paced environment that is highly regulated by the Department of Education, Federal Student Aid and multiple accrediting bodies and institutions. There is a high level of accountability to achieving goals and achieving them ethically and with the students best interest in mind at all times. The leadership group has a vested interested in your success, so a strong willingness and enthusiasm to learn is needed due to the continuous coaching from your leadership group.

Compliance

Coordinators must use approved scripts and follow detailed processes. It is ideal to have coordinators add their personality while staying within the approved scripts. Noncompliant behavior or deviating from the process may be grounds for discipline and/or immediate termination.

Education:

  • High school or equivalent (Required)

Experience:

  • Customer Service: 1 year (Preferred)

Work Location: Remote

Job Types: Full-time, Part-time

Pay: $15.00 - $17.00 per hour

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Paid time off
  • Paid training
  • Tuition reimbursement
  • Vision insurance
  • Work from home

Schedule:

  • 8 hour shift
  • Evening shift
  • Weekend availability

Education:

  • High school or equivalent (Required)

Experience:

  • Call center: 1 year (Required)

Work Location: Remote

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