Call Center Agent

Position Summary

The Admissions Call Center Agent serves as the first point of contact for prospective students who express interest in Milan Institute's career training programs. This position responds to inquiries, engages prospective students by phone, text, and email, gathers information about their interests and career goals, and schedules qualified prospective students to meet with a campus Admissions Representative.

Success in this role requires excellent communication skills, persistence, strong follow-up habits, and the ability to connect with a high volume of prospective students while delivering an exceptional customer experience.

Essential Responsibilities

• Respond promptly to prospective student inquiries received through phone, web, text, and other lead sources.
• Conduct a high volume of outbound calls to prospective students who have expressed interest in Milan Institute.
• Engage prospective students in meaningful conversations about their career interests, goals, and educational needs.
• Provide accurate, engaging information about Milan Institute and available career training programs.
• Build rapport and create excitement about taking the next step toward a new career.
• Qualify prospective students and schedule appointments or interviews with campus Admissions Representatives.
• Clearly communicate appointment details and expectations to prospective students.
• Conduct consistent follow-up to encourage prospective students to attend scheduled appointments.
• Maintain accurate and timely documentation of all calls, conversations, appointments, and follow-up activities in the CRM.
• Meet established expectations for call activity, contact rates, appointments, and other key performance metrics.
• Manage assigned leads effectively and ensure timely follow-up.
• Communicate professionally and positively through phone, text, email, and other communication channels.
• Follow established scripts, processes, policies, and compliance requirements.
• Participate in ongoing training, coaching, and performance development.
• Perform other duties as assigned.

Qualifications

Required

• Previous experience in a call center, customer service, sales, appointment setting, recruiting, hospitality, or another high-volume customer-facing environment.
• Excellent verbal communication and interpersonal skills.
• Comfortable making a high volume of outbound calls and engaging with prospective students throughout the workday.
• Strong listening and relationship-building skills.
• Ability to communicate confidently and professionally by phone, text, and email.
• Strong organizational and follow-up skills.
• Ability to work in a fast-paced, goal-oriented environment.
• Basic computer proficiency and ability to learn CRM and communication systems.

Preferred

• Previous call center or appointment-setting experience.
• Experience in admissions, education, recruiting, sales, or lead generation.
• Experience working with CRM or lead management systems.
• Bilingual communication skills.

Core Competencies

• Communication & Relationship Building
• Customer Focus
• Persuasion & Influence
• Persistence & Follow-Through
• Goal Orientation
• Active Listening
• Organization & Time Management
• Positive Attitude
• Adaptability
• Accountability & Professionalism

Required

• Previous experience in a call center, customer service, sales, appointment setting, recruiting, hospitality, or another high-volume customer-facing environment.
• Excellent verbal communication and interpersonal skills.
• Comfortable making a high volume of outbound calls and engaging with prospective students throughout the workday.
• Strong listening and relationship-building skills.
• Ability to communicate confidently and professionally by phone, text, and email.
• Strong organizational and follow-up skills.
• Ability to work in a fast-paced, goal-oriented environment.
• Basic computer proficiency and ability to learn CRM and communication systems.

Preferred

• Previous call center or appointment-setting experience.
• Experience in admissions, education, recruiting, sales, or lead generation.
• Experience working with CRM or lead management systems.
• Bilingual communication skills.