Job Details

Lead Specialist

Position Number: 6729873
Location: Lubbock, TX
Position Type: Academic Advising

Lead Specialist
Lubbock
43013BR
TTU Online SEP

Position Description
Performs advanced, specialized work to assist in the organization and implementation of various projects and programs. Work is performed under minimal supervision within established policies with latitude for independent judgment. Works on special projects as assigned. May substitute for supervisor during his/her absence.

Major/Essential Functions

Assist with phone, email, and online inquiries from current and prospective students, faculty, and staff for the TTU Online programs via phone
Address any problem and questions then redirect call to appropriate university offices and/or departments
Use a CRM, including but not limited to: Salesforce, ServiceNow, Canvas, Focus, Raider Success Hub, CampusCE to record student interactions and track communications
First Point of Contact for answering questions, resolving issues, handling escalations from part-time Support Center Representatives
Assist in training new Support Center Representatives
Foster a positive and collaborative team environment
Stay up-to-date on TTU Online and TTU K12 policies and procedures
Contribute to the development of knowledge base resources and training materials
Provide feedback on areas for process improvement

Required Qualifications
High school plus six years experience in related field. Additional education may substitute for experience on a year for year basis.

Preferred Qualifications

Multitasking, previous use of CRM's or LMS's, Microsoft Suite, phone skills and etiquette
Support Center experience, Bilingual or multilingual abilities, Previous academic advising or teaching experience, Previous knowledge of educational policies and procedures on a state level

Special Instructions to Applicant
Specialist - Lead will support up to 5-10 part-time Student Assistants

Minimum Hire Rate

To apply, visit workattexastech.com

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information or status as a protected veteran.