The Call Center Representatives’ primary function will be to represent Irvine Valley College (IVC) by answering or making calls to current and prospective students to learn about and address their needs, challenges, or other issues. IVC is seeking candidates with strong communication and problem solving skills as well as customer service experience. Call center staff will engage in active listening with callers, confirming or clarifying information as needed. Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that students feel supported and valued is critical to the position.
Activities of the position are seasonal and support the educational journey of students. This includes but is not limited to their pre-enrollment completion status, remaining matriculation steps, reminding students of upcoming and/or missed registration times, follow up on outstanding documentation needed, and/or anticipated certificates/degrees that can be awarded.
The primary mode of contact with students will be via phone calls, but all candidates must be proficient in responding to emails and website navigation. Candidates will utilize customer management software, databases, scripts, and other communication tools appropriately. Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service in a timely manner is essential.
The District’s goal as an academic community is to sustain a working environment that is welcoming to all, fosters and celebrates diversity, and promotes and rewards excellence. An exemplary academic community promotes an inclusive environment that best prepares our faculty, staff and students to live, work, and contribute to a global society.
This position is a short-term, temporary, Non-Bargaining Unit assignment, not to exceed 160 days during each fiscal year. The assignment is on an as needed basis, and may be shortened or extended.
You will be contacted should the hiring department/division be interested in scheduling an interview with you to discuss your qualifications and skills. Please do not call the Human Resources Office regarding the status of your application. The most current status of all applications will be available for you to view on our website.