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For more information on everything FAU has to offer, please visit www.fau.edu/jobs. 

Note: Current FAU employees must apply as an internal applicant by logging into their existing Workday employee account.

Position Summary:

Florida Atlantic University is seeking a Customer Service Call Center Agent - Boca Raton, FL.

Summary of Responsibilities:

Serves as one of the communication specialists in the call center within the Office of Admissions.

Handles a high volume of incoming telephone calls and computer chats (Live Chat Bot) from current applicants, prospective students, families, and other related parties within a reasonable timeframe.

Responds to inquiries regarding admission criteria, application status, admissions documents, and questions regarding admission to FAU.

Interprets applicable university policies and procedures for the callers by performing general research.

Serves as support to Admission Officers: this involves answering an abundance of email inquiries or serving as a live Chat Bot agent from prospective students and families, assisting with outgoing calls, outgoing mail support, and event preparation and participation.  

Transfers the call to another area or department on campus if appropriate. Refers the student/parent to the FAU web pages.

Determines appropriate office personnel to refer calls of a more complex nature and prepares referral sheet with all necessary information.

Responsible for data entry and operating within a CRM platform. Each call is logged into the CRM with appropriate follow-up codes and details. Follow-up emails may also be required.

Special projects as assigned by supervisor.

The department of UGA, Call Center and Telecounseling at Florida Atlantic University seeks scholars who are committed to supporting the learning needs of students from diverse backgrounds and to thoughtfully engaging all communities in higher education. Florida Atlantic University embodies a culture of strategic and collaborative community engagement that results in mutual benefit to the institution and the various internal and external communities that it serves.

FAU Benefits and Perks

If Benefits & Perks are important to you, then FAU is the place to be! Working at FAU has its perks! In addition to helping drive change and having a positive impact by supporting our students, staff, and faculty, FAU offers:

Excellent benefit packages including Medical (PPO/HMO $50 per month single & $180 per month family), Dental, Vision, Life Insurance, Flexible Spending plans, Employee Assistance Program (EAP) and much more.

State retirement options including tax-deferred annuities and Roth 403(b) plans.

State employees Public Service Loan Forgiveness (PSLF) program - https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service

Flexible work arrangement plans - https://www.fau.edu/hr/employee_relations/flexwork.php

Sick Leave Pool Program

Paid time off (eligible employees) including vacation and sick leave, 1 personal day, 9 paid holidays, and paid winter break (at President’s discretion).

Paid Community Engagement Volunteer Service Day - https://www.fau.edu/hr/documents/community-engagement-volunteer-leave4-2015.pdf

Employee Educational Scholarship Program (EESP) for eligible Staff/Faculty - Tuition assistance after 6 months of full-time employment. For in-unit faculty, the EESP program may be extended to spouses and dependent children (eligibility rules apply).

For details on FAU's amazing offers visit us at https://www.fau.edu/hr/benefits/index.php

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Minimum Qualifications:

High school diploma and four years of appropriate experience required.

Ability to multitask required.

Regular and prompt attendance required.

Must be available to work occasional evenings and weekends required.

Ability to work independently with minimal supervision, as well as work in a collaborative manner required.

The position requires someone with excellent customer service, problem-solving and organizational skills and the ability to work independently on projects and communicate effectively required.

Motivated individual with ability to efficiently multi task, work under pressure, handle frequent interruptions and meet deadlines. Ability ‎to read, interpret, instruct, and effectively communicate complex rules and ‎regulations required.

Candidate must be computer literate: knowledge of MS Word, Outlook and Excel are required. Degree audit experience preferred. University experience and knowledge of Banner also preferred. Must have excellent verbal and written communication skills; accuracy with data entry; and the ability to work pleasantly with university personnel. Must be detail oriented and have the ability to analyze data. Must be flexible, able to think quickly and correctly prioritize projects and multitask.

Salary:

$19.92 per hour.
Non-Exempt Support Personnel (SP)

College or Department:

UGA: Call Center and Telecounseling

Location:

Boca Raton

Work Days and Hours:

Monday - Thursday, 9 a.m. - 6 p.m. and Fridays 8 a.m. - 5 p.m. Some nights and weekends as needed.

Application Deadline:

2024-07-01

Special Instructions to Applicant:

VETERANS’ PREFERENCE:
Applicants may claim Veterans’ Preference on their application. The applicant claiming preference is responsible for providing required documentation at the time of making an application in Workday for a vacant position, or prior to the closing date of the vacancy announcement. If an applicant qualifies for Veterans' Preference and the SP position, they are shown preference by the guarantee of an interview. Veterans’ Preference does not guarantee a job. For additional information, please visit https://www.fau.edu/jobs/resources/veterans/. For assistance, please contact Recruitment Services at empl@fau.edu.

APPLICATION DOCUMENTS REQUIRED:
Resume

OFFICIAL SEALED TRANSCRIPTS REQUIRED:
Final candidate will be required to have official, sealed transcripts and original NACES evaluation, if applicable, sent from their educational institution to Human Resources prior to the start of employment.

PRE-EMPLOYMENT SCREENINGS REQUIRED:
Selected candidates must successfully complete and pass all employment screenings prior to the start of employment. Employment screenings may include a criminal background check (level I and level II), motor vehicle check, credit check, reference checks, alcohol, and drug screening check.

REQUEST FOR ACCOMMODATIONS:
Individuals with disabilities requiring accommodation, please call 561-297-3057. 711

As a Hispanic-serving institution, Florida Atlantic University (FAU) is one of the most racially and ethnically diverse institutions in the Florida state university system. We are committed to recruiting and retaining talented faculty and staff. We embrace our shared responsibility to create and celebrate a welcoming and inclusive campus environment for all. Our community features excellent schools, a vibrant and safe community, and a sub-tropical climate conductive to year-round outdoor activities.