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Communications Center Representative (CCR)

Rev. 8/30/2011

Job Title:

Communication Center Representative

Wage/Hour Status:

Non Exempt

Reports to: Communication Center Manager (CCM) Position Summary:

Dept./School: Marketing

CCR will answer incoming and make outgoing marketing and retention calls for Responsive Education Solutions (ResponsiveEd). The CCR will verify and follow up with students exiting the program. The CCR will make contact with various organizations and schedule meeting and appointments to market ResponsiveEds Schools and Programs. Qualifications: Education/Certification Must have a high school diploma or GED. Experience 1-2 years of experience making inbound and/or outbound calls. Bilinguals are encouraged to apply. Required Knowledge, Skills, and Abilities (KSAs)

Must have 1+ years of experience with making sales calls (cold calling). Must have 1+ year of experience scheduling appointments and follow up. Excellent verbal and written communication skills. Ability to communicate with the public. Ability to manage multiple priorities effectively. Ability to develop and maintain effective working relationships. Ability to travel as necessary.

Preferred KSAs

3-5 years of experience maintaining and supporting sales and marketing professionals. 3-5 years of experience scheduling and following up on appointments. 3-5 years of experience generating sales leads.

Responsibilities and Duties: CCR will make and answer calls professionally. CCR will respond to customer inquiries. CCR will research required information using available resources. CCR will handle and resolve customer complaints. CCR will provide customers with product and service information. CCR will enter customer information into database for follow up. CCR will forward request, forms and enrollment applications. CCR will identify and escalate priority issues to the appropriate departments. CCR will route calls to appropriate resource. CCR will schedule appointments and follow up with customers. CCR will track and complete call logs. CCR will produce call reports.
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Communications Center Representative (CCR)

Rev. 8/30/2011

Perform special projects, during and after normal business hours, and other duties as assigned. Travel as required. Equipment Used: All equipment required to perform jobs duties and task previously described. Physical / Environmental Factors: The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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