ESSENTIAL DUTIES and RESPONSIBILITIES:  Include, but are not limited to, the following:

• Handles a high volume of out-bound and in-bound student calls while meeting GCU customer service standards.

• Reviews and discusses with the students site selection preferences for their student teaching assignment.  Determines feasibility of site selection or makes recommendations for other selections.

• Confirms placement assignment and coordinates transition of student teacher to Teacher Education Specialists to handle ongoing communication during teaching assignment.

• Coordinates securing needed documentation for affiliation agreements with school districts.

• Informs student teachers of COE expectations, required preparation including additional district requirements during the placement process.

• Assists with placement arrangements of the student with the cooperating school district, principal and/or teacher.

• Coordinates site supervisor contact and information and student success with the Field Experience Specialists.

• Establishes rapport and positive relationships with students and partnerships with internal stakeholders.

• Creates and maintain relationships with schools and school districts to assist in the placement of College of Education students.

• Encourages students to ensure they are on track with meeting specific placement requirements.

SUPERVISORY RESPONSIBILITIES:   None

QUALIFICATIONS:  The requirements listed below are representative of the knowledge, skills, and/or abilities required to successfully perform the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills  and Abilities:

• Excellent customer services, business interaction skills and ability to effectively answer and respond to high volume calls.

• Good planning and organizational skills.

• Ability to multi-task, prioritize and successfully manage assigned caseloads.

• Ability to develop positive student relationships and partnerships with internal stakeholders.

• Ability to work cohesively in a team-based environment.

• Strong critical thinking and problem solving skills.

• Effective communications skills.

• Self motivated and action oriented.

• Ability to maintain highly sensitive or confidential student information.

• Proficient with standard office computer programs.

• Ability to communicate in a non-English language is helpful, but not required.

• Willingness to work in a call center.

• Ability to learn and apply complex information related to GCU-COE’s policies, processes and practices.

• Must be able to pass background investigations.

Education and/or Experience: 

• Bachelor’s Degree from a regionally accredited college or university.

• Six months’ related work experience such as a high-volume in-bound/out-bound call center and preferably in higher education.

PHYSICAL DEMANDS:  The physical demands described are representative of those typically performed during execution of the essential responsibilities and are not all inclusive.  Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential functions.

• Work is characterized as more than 50% sedentary performed primarily at a desk using computer and phone equipment in an office or call center environment.

• Work constantly involves communication with internal and external contacts and customers to advise and interpret policies, processes, practices and/or obtain information.  Contact may be accomplished by a variety of methods including phone with or without headphones, email, and other available digital media.

• Work constantly involves active reception of information from a variety of sources including direct face-to-face discussions or meetings, phone calls, written information; the ability to perceive speech and to translate and decode instructions, requirements, complex, conceptual information and ambiguous information.

• Work constantly involves using a computer QWERTY keyboard on a computer, laptop, iPad, or other electronic device, etc.; constantly involves the use of hands, wrists, fingers, shoulders and forearms for keyboarding and/or movement of a mouse.

• Work constantly involves the use of a computer monitor to view, review, read, research, identify data and errors, compare data and/or reconcile information.

• Work constantly involves close up work with the computer monitor to review, track and respond to conversations, discussions, post information, etc.

• Work rarely involves standing, walking, reaching, grasping, holding, pulling, pushing, bending, stooping, climbing or kneeling.

• Work occasionally involves the ability to move about the office and rarely to move about the campus.

• Work rarely involves lifting and/or moving up to 35 pounds.

• Work constantly involves mental acuity for planning, organizing and coordinating projects; sustained concentration and focus; multi-tasking a large number of student cases; a high degree of accuracy; ability to meet timelines through time management; using sound judgment; formulating recommendations and solutions to problems; critical thinking and expressing ideas.

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