Part-Time Specialist III, Call Center

At Lone Star College System, every employee contributes to our mission of providing transformational educational opportunities that help individuals get from where they are to where they want to be. Guided by our vision to lead higher education through high-quality, affordable, and innovative learning opportunities, employees are expected to exemplify professionalism, integrity, accountability, and collaboration.

Through our One LSC Philosophy, we deliver excellent and uniform customer service, providing consistent information, and uniformly helping every student regardless of physical location, modality, college, campus, center, or medium.

This commitment supports Lone Star College System's strategic goals:

• Opportunity through financial resilience
• Leading in academic excellence
• Strength in culture and talent development
• Connections through bridges of prosperity

Great Colleges to Work For®

Lone Star College System is proud to be recognized as a Great Colleges to Work For® institution by The Chronicle of Higher Education. This recognition reflects our commitment to creating an organizational culture where employees are valued, supported, and empowered.

Lone Star College-Montgomery

With 100,000 students and counting, Lone Star College System provides transformational educational opportunities that help individuals get from where they are to where they want to be. The two-year institution is training tomorrow's workforce today, offering more than 200 degrees and certification programs that empower students to take the next step.

Lone Star College System has eight main campuses and more than 20 locations in the Houston area. Learn more at LoneStar.edu.

Lone Star College-Montgomery is a student-centered college serving The Woodlands, Conroe and surrounding communities. For more than 30 years, the college has connected students with affordable, high-quality education through university-transfer pathways and workforce programs aligned with regional needs. Signature programs include biotechnology, radiologic technology, live entertainment technology, land surveying and emergency medical services, supported by hands-on learning, comprehensive student services and a vibrant campus community.

The address is 3200 College Park Drive, Conroe, TX 77384. All applicants must reside in Texas.

PURPOSE AND SCOPE:

The PT Specialist III, Call Center provides student support, processes inbound calls, and acts as the initial point of contact for level 1 support calls. This position also provides suggestions for knowledge base updates and collaborates with other Call Center personnel to improve operations and exceed customer expectations. The Call Center is designed to receive inbound calls from students, community members and employees needing help with issues such as Financial Aid, Admissions, Advising, Business Office/Bursar/payments and related student needs. The Specialist will assist students in processes and activities related to student services and student records, as well as assisting other callers with their specific needs.

ESSENTIAL JOB FUNCTIONS:

• Provides general campus information and answers caller questions via phone
• Functions as first response access point for all students providing information, direction and instructions to students on enrollment, registration, admission applications, student records access and account status and related materials
• Resolves level 1 calls and level 1 escalations for student records support, refers level 2 adjustments and corrections to Call Center Manager or appropriate Student Success or Business Office personnel for resolution
• Achieves high level of first call resolution
• Responsible for accurate documentation and assignment for issues that must be routed back to various campus departments or functional teams for resolution
• Possesses knowledge of People Soft Campus Solutions (iStar) student records and LSC student portal, myLoneStar.edu. technical expertise in student self-service modules to deliver support and resolve student issues
• Responds actively and sensitively to customer issues and inquiries
• Actively participates in training sessions
• Responsible for other reasonable, related duties as assigned

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to work a flexible schedule
• Commitment to customer service
• Ability to work effectively with a wide variety of students from various socioeconomic and ethnic backgrounds
• Strong internet research skills

PHYSICAL ABILITIES:

The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items, such as papers, books, or small parts; or driving an automobile. No special physical demands are required to perform the work.

WORK SCHEDULE AND CONDITIONS:

• Equipment used includes a PC workstation running on a LAN in a Microsoft Windows environment, calculator, phone and other general office equipment
• Interfaces with internal and external contacts as needed to carry out the functions of the position
• Work is performed in a climate-controlled office with minimal exposure to safety hazards
• Schedule varies Monday through Saturday (includes evening hours) up to 19.5 hours per week

REQUIRED QUALIFICATIONS:

• High school diploma or GED and at least 3 years of related work experience, or an equivalent combination of education and experience

PREFERRED QUALIFICATIONS:

• Some college hours
• Experience working in PeopleSoft Campus Solutions (iStar) student records
• Experience and knowldge of Microsoft Office (Word, Excel, PowerPoint and Outlook)

Hourly Pay Rate is $15.92 per hour.

By joining our top-notch institution, you will enjoy being a part of an organization that offers a supportive, collegial work environment, excellent work/life balance, tuition waiver, participation in a tax deferred retirement plan and more.

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ALL APPLICANTS MUST APPLY ONLINE ONLY

We will not accept application material received via fax, email, mail, or hand delivered.

Postings for part-time and adjunct positions are active for the academic year. By selecting the option to receive notifications on your profile, you will begin receiving electronic communication regarding new opportunities with Lone Star College (LSC).

If selected for an interview, a recruiter will contact you by phone, or email to schedule an interview.

Lone Star College participates in the E-Verify program, under which Lone Star College provides the federal government with information from each new employee's Form I-9 to confirm that the employee is authorized to work in the United States.

More information on the E-Verify program is available at www.dhs.gov/E-Verify.

Lone Star College is an EEO Employer. All positions are subject to a criminal background check.