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Job Description

Job Title

Call Center Agent - Small Business Development Center (SBDC)

Posting Number

F003630

Position Status

Full Time

Assignment Length

This field only applies to Faculty

Grant Funded

Yes

Category

Clerical

Class Code

35

Pay Rate

$13.00

Location

District

Department

DT Small Business Dev Center

Job Summary

The Tarrant Small Business Development Center (SBDC) is a Grant Funded center by the Small Business Center (SBA), State of Texas and Tarrant County College. The TSBDC Call Center supports our goals of excellence in customer service and support by answering phone calls, performing customer surveys, placing out-bound calls, receiving in-bound calls and supporting the Tarrant SBDC Business Advisors through strong customer service and proactive support.

This is a grant funded position with benefits. The work hours will match that of Tarrant County College and the Tarrant SBDC. This position is considered a full-time position with an expiration date of September 30, 2021. This position will also receive the benefits that a full time TCC employee receives.

Essential Duties and Responsibilities

• Provides phone, email, and chat support within a contact center environment
• Ensures excellent customer care delivery through attitude, attention, passion, and the ability to connect with SBDC clients
• Obtains client information by answering telephone calls; interviewing clients; verifying information
• Determines eligibility by comparing client information to requirements
• Establishes policies by entering client information; confirming data
• Informs clients by explaining procedures; answering questions; providing information
• Maintains communication equipment by reporting problems
• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures
• Updates job knowledge by studying new service descriptions; participating in educational opportunities
• Accomplishes sales and organization mission by completing related results as needed
• Attends the workplace regularly, reports to work punctually and follows a work schedule to keep up with the demands of the worksite
• Completes all required training and professional development sessions sponsored through Tarrant County College (TCC)
• Supports the values of the College: diversity, teaching excellence, student success, innovation and creativity and service to the College
• Supports the mission, values and 3 goals and 8 principles of the College

The duties listed are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

Required Education, Experience, Certifications, Licensures

• High School diploma or General Equivalency Diploma (GED)
• One (1) year experience working in a call-center environment or equivalent customer service experience
• Notable experience in providing excellent customer service
• Proficient in operating in a team environment

Desired Education, Experience, Certifications, Licensures

• Associate degree from a regionally accredited college or university
• Three (3) or more years of customer service experience within a call-center environment

Knowledge, Skills and Ability

• Excellent phone skills and etiquette
• Self-motivated and self-directed
• Team player who can properly represent our clients to our advisors and our advisors to our clients
• Excellent customer service and interpersonal skills

Accommodations

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

Special Instructions Summary

This is a grant-funded position, the expiration date on the funding will be no later than September 30, 2021.

This is a full time position with full benefits according to TCCD benefit guidelines.

Posted

06/04/2020

Contact

Rodney H. Johnson

*

rodney.johnson@tccd.edu