In-bound Call Center Representative Level II

Minimum of five (5) years of specialized experience supporting a Call Center or Help Desk environment. High school diploma required, Bachelor's degree highly preferred. HDI Certification is highly preferred but not required. Proven accuracy, attention to detail, and strong organizational abilities. Ability to multitask and maintain productivity under pressure. Strong critical-thinking and problem-solving skills. Positive attitude, dependability, and strong teamwork skills. Experience interacting with a wide range of stakeholders is preferred. Thorough knowledge of SEVP. Strong knowledge of "Study In The States", DHS.GOV, and other resources.

Receive requests for service via telephone, email, social and digital media platforms. Document user and stakeholder issues, research and provide correct guidance. Resolve approved requests using Government-provided procedures. Create and submit Service Change Requests (SCR). Provide reports, conduct complex analysis and written summaries. Collect and provide internal feedback to drive SEVIS improvements. Identify and communicate system improvements. Fully resolve all requests, including phone calls to initiating school officials. Document in the work log all steps recommended to resolve the issues. Resolve all Correct Requests and Data Fix tickets within the established SLAs. Utilize Customer Relationship Management (CRM) software.