Job details

Contact Center Representative (Reg FT)

Position Number: 7268445
Location: Pittsburgh, PA
Position Type: Student Affairs and Services

Contact Center Representative (Reg FT)

Position Title: Contact Center Representative (Reg FT)

Employment Type: Regular Full-Time

Department: Student Services

Campus: College Wide

Salary Grade: SEIU D - $17.86

Remote Work Option: Fully In-Person (May be subject to change)

Additional Information: This position will remain open until filled. However, to ensure consideration for an interview, please submit your completed application, cover letter, and resume by no later than 7/13/26. The College cannot guarantee that application materials received after this date will be considered or reviewed.

Work Hours: One position is open at each of these locations: Allegheny, Boyce, and South. Standard College hours are Monday - Friday, 8:30 am - 4:30 pm; Additional hours, including evening and weekend hours, may be needed to meet the needs of the department.

General Summary: Provide prompt, friendly, and accurate service to individuals who contact CCAC's contact center through phone, email, chat, text, and other communication channels regarding College programs and services. Manage inbound and outbound communications and support Chatbot customer engagement tools, including chatbots and virtual agents, to ensure efficient, consistent, and effective service across all channels.

Requirements:

Education and Experience: High school diploma or GED plus two years of relevant experience gained from working in an office environment and/or call center.

Certifications/Licensures: N/A.

Skills/Abilities Requirements: Should be able to tactfully and courteously answer questions and provide information. Knowledge as related to the specific needs of the department to perform responsibilities. Requires the ability to multi task, work well with others, and customer service mentality (both internal and external). Ability to travel to perform work duties at any campus or center location within the CCAC system. Must be able to operate various office equipment, including a personal computer, and appropriate College software packages or equivalent. Should possess good organizational, customer service, communication, interpersonal and clerical skills. Detail oriented, ability to multi-task meet deadlines and be a team player. Required to have regular and timely attendance. Bi-lingual (Spanish speaking) preferred.

Physical Requirements: Works in a general office environment. Must be able to work in a general office environment with the ability to sit for at least 2 hours without interruption.

Duties:

Respond to inbound calls, emails, chats, texts, WhatsApp messages, and other digital communications in a professional and timely manner
Resolve customer inquiries efficiently, with a focus on first-contact resolution and exceptional customer satisfaction.
Support the implementation, monitor, and optimization of Chatbots, virtual agents, and automated communication.
Recommend configuration of Chatbot agents to answer frequently asked questions, automate routine inquiries, and escalate complex issues as needed.
Monitor Chatbot performance, identify opportunities for improvement, and recommend enhancements to increase efficiency and customer engagement.
Monitor communication platforms and integrations across messaging and support systems.
Meet quality assurance standards, service-level expectations, and key performance indicators (KPI's - e.g. service level expectations, documentation of customer interactions, action taken, Chatbot engagements, etc).
Assist leadership with assigned projects, outreach initiatives and technology adoption.
Support continuous improvement initiatives focused on customer experience, automation, and communication effectiveness.
Perform other related duties as required or assigned.

Job Open Date: 6/25/2026

Job Close Date: 7/13/2026

Benefits:

At CCAC, we take pride in offering an exceptional benefits package designed to support our employees' personal and professional well-being:

Comprehensive Health Coverage: Access to an excellent health plan with a very low out-of-pocket expense network option.
Generous Time Off: Enjoy a range of time-off benefits that are tailored to your position, along with a four-day workweek in the summer for an ideal work-life balance. These benefits vary and may include vacation, personal, sick, and holiday pay, as well as options like collegial coverage for faculty.
Retirement Planning: Options include a 403(b) retirement plan with up to 10% employer match or a state-defined benefit pension.
Financial Peace of Mind: Employer-paid benefits include group life insurance, short/long-term disability, and access to flexible spending accounts (FSAs).
Wellness Support: Our Employee Assistance Program (EAP) is available for confidential support, with resources to address personal and professional challenges.
Educational Support: Take advantage of tuition waivers, tuition reimbursement, Public Service Loan Forgiveness (PSLF) eligibility, and a variety of professional development opportunities to grow your career.
Exclusive Employee Perks & Rewards: Save on theme parks, sporting events, electronics, and more!
Additional Advantages: Free employee parking to make your commute easier.

Job Category: Office Support Staff/Maintenance/Housekeeping

Job Slot: 2799 AL; 2800 SO; 2801 BO

Clearances: Current criminal record/child abuse clearances will be required if offered the position and to be employed at the College. The three clearances are Pennsylvania Child Abuse History Clearance, Pennsylvania State Police Criminal Records Check, and Federal Bureau of Investigations (FBI) Criminal Background Check. The College has provided instructions on how to obtain these clearances, which are available here.

To view the full job posting and apply for this position, go to: https://ccac.csod.com/ats/careersite/JobDetails.aspx?id=2018