Call Center Representative (Remote)

CALL CENTER REPRESENTATIVE

RECRUITING AND ADMISSIONS DEPARTMENT

MALCOLM X COLLEGE

City Colleges of Chicago’s vision is to be recognized as the city’s most accessible higher education engine of socioeconomic mobility and racial equity – empowering all Chicagoans to take part in building a stronger and more just city.  The community college system’s more than 3,500 faculty and staff serve more than 60,000 students annually at seven colleges and five satellite sites. 

The mission of Malcolm X College is to provide accessible liberal arts and health-focused education that fosters personal and professional achievement. To fulfill this mission, we focus on the following core values: accountability, community, diversity, empowerment, learning, and respect. The School of Health Sciences at Malcolm X provides a variety of allied health programs to students interested in completing two-year associate degrees and/or obtaining credentials in the health sciences that will lead to careers in the high-growth healthcare industry. Programs include Nursing, Radiography, Surgical Technology, Respiratory Care, Dental Hygiene, Pharmacy Technology, in addition to other high-demand Health Sciences fields.

Reporting to the Call Center Manager, the Call Center Representative provides excellent customer service through the City Colleges of Chicago Call Center and delivers quality information and advising to students and the general public who inquire about City Colleges of Chicago’s academic programs and other services. 

ESSENTIAL DUTIES
• Responsible for answering incoming calls received through the call center and assisting callers with questions related to any of the seven City Colleges. 
• Responds to requests for information via telephone, live chat and by email. 
• Maintains a log of phone and email activities regarding inquiries from marketing leads.
• Responsible for providing any assistance via telephone, live chat and email to students that may need to navigate through the City Colleges administrative requirements.
• Coaches students via telephone, live chat and email on educational planning by advising them on curriculum choices, credit policy, transferability of credits and financial assistance processes.
• Maintains ongoing relationships with campus staff and administration to remain current with all marketing and academic components and special events.
• Coordinates problem resolution with appropriate departments. Refers Financial Aid and Information Technology troubleshooting questions to appropriate departments.
• Conducts call campaigns to assist with recruitment, retention and completion efforts.
• Guide prospects via telephone, live chat and email to complete application process, academic program selection and additional enrollment processes.
• Prepares prospective students via telephone, live chat and email for college visits.
• Navigates PeopleSoft portal and Grades First to provide students with pertinent information.
• Responsible for attaining and updating accurate information from all seven City Colleges.
• Adheres to CCC Customer Service Excellence Standards.
• Performs related remote duties as assigned.

QUALIFICATIONS
• Associates Degree or equivalent education and three years of experience in customer service. Bachelor degree preferred.
• Employees working remote are responsible for providing a stable internet environment with a connection speed of at least 300 megabytes per second (Mbps). 
• All equipment provided by CCC to an employee must be connected to broadband internet through Ethernet connection.
• Working knowledge of City Colleges of Chicago’s marketing function and operations is preferred. 
• Must be able to work a flexible schedule, including some weekends.
• Proficient in basic computer skills (Microsoft Excel, Word and Powerpoint).
• Excellent verbal and written communication, organizational, and administrative skills required. 
• Ability to sit for long periods of time.
• Must be able to work well with internal and external constituents and possess the ability to handle all situations with tact and diplomacy. 
• Must be able to complete tasks in a timely manner.

Salary Range $44,846.29 - $47,088.60

Offered salary will be determined by the respective collective bargaining agreement and applicant's education, experience, knowledge, skills and abilities.

Benefits information is found at https://www.ccc.edu/departments/Benefits/

This position is represented by the Local 1708 Union.

Chicago residency is required for all full-time employees within 6 months of hire.

We are an equal opportunity and affirmative action employer.

 Thank you for your interest in City Colleges of Chicago

WE OFFER: Excellent health and welfare benefit package and long-term savings and investment programs including 403(b) & 457(b) Investment Plans and a pension plan with the State University Retirement System (SURS) Plan. Generous vacation, holiday, personal and sick days, and tuition reimbursement. For a more detailed overview of benefits, please visit the benefits page of our website. 

Malcolm X College was selected as a 2025 Promising Places to Work in Community Colleges award winner! The award is given by the National Institute for Staff and Organizational Development (NISOD), a membership organization committed to promoting and celebrating excellence in teaching and leadership at community and technical colleges, and Diverse: Issues in Higher Education, a leading academic publication.  

MXC was recognized for its best-in-class student and staff recruitment and retention practices, inclusive learning and working environments, and meaningful community service and engagement opportunities.