Contact Center Representative (Reg FT)

**Position Title:** Contact Center Representative (Reg FT) **Employment Type:** Regular Full\-Time **Department:** Student Services **Campus**: College Wide **Salary Grade:** SEIU D \- $17\.86 **Remote Work Option:** Fully In\-Person (May be subject to change) **Additional Information:** This position will remain open until filled. However, to ensure consideration for an interview, please submit your completed application, cover letter, and resume by no later than 7/13/26\. The College cannot guarantee that application materials received after this date will be considered or reviewed. **Work Hours:** One position is open at each of these locations: Allegheny, Boyce, and South. Standard College hours are Monday – Friday, 8:30 am – 4:30 pm; Additional hours, including evening and weekend hours, may be needed to meet the needs of the department. **General Summary:** Provide prompt, friendly, and accurate service to individuals who contact CCAC's contact center through phone, email, chat, text, and other communication channels regarding College programs and services. Manage inbound and outbound communications and support Chatbot customer engagement tools, including chatbots and virtual agents, to ensure efficient, consistent, and effective service across all channels. **Requirements:** **Education and Experience:** High school diploma or GED plus two years of relevant experience gained from working in an office environment and/or call center. **Certifications/Licensures:** N/A. **Skills/Abilities Requirements:** Should be able to tactfully and courteously answer questions and provide information. Knowledge as related to the specific needs of the department to perform responsibilities. Requires the ability to multi task, work well with others, and customer service mentality (both internal and external). Ability to travel to perform work duties at any campus or center location within the CCAC system. Must be able to operate various office equipment, including a personal computer, and appropriate College software packages or equivalent. Should possess good organizational, customer service, communication, interpersonal and clerical skills. Detail oriented, ability to multi\-task meet deadlines and be a team player. Required to have regular and timely attendance. Bi\-lingual (Spanish speaking) preferred. **Physical Requirements:** Works in a general office environment. Must be able to work in a general office environment with the ability to sit for at least 2 hours without interruption. **Duties:** * Respond to inbound calls, emails, chats, texts, WhatsApp messages, and other digital communications in a professional and timely manner * Resolve customer inquiries efficiently, with a focus on first\-contact resolution and exceptional customer satisfaction. * Support the implementation, monitor, and optimization of Chatbots, virtual agents, and automated communication. * Recommend configuration of Chatbot agents to answe