Mission Viejo, CA
ID: 7062332 (Ref.No. NBU1112194)
Posted: November 12, 2019
Application Deadline: Open Until Filled
Click here for current Salary Schedules
Hours Per Week:
Up to 20
The Call Center Representatives’ primary function will be to represent Irvine Valley College (IVC) by answering or making calls to current and prospective students to learn about and address their needs, challenges, or other issues. IVC is seeking candidates with strong communication and problem solving skills as well as customer service experience. Call center staff will engage in active listening with callers, confirming or clarifying information as needed. Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that students feel supported and valued is critical to the position.
Activities of the position are seasonal and support the educational journey of students. This includes but is not limited to their pre-enrollment completion status, remaining matriculation steps, reminding students of upcoming and/or missed registration times, follow up on outstanding documentation needed, and/or anticipated certificates/degrees that can be awarded.
The primary mode of contact with students will be via phone calls, but all candidates must be proficient in responding to emails and website navigation. Candidates will utilize customer management software, databases, scripts, and other communication tools appropriately. Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service in a timely manner is essential.
The District’s goal as an academic community is to sustain a working environment that is welcoming to all, fosters and celebrates diversity, and promotes and rewards excellence. An exemplary academic community promotes an inclusive environment that best prepares our faculty, staff and students to live, work, and contribute to a global society.
This position is a short-term, temporary, Non-Bargaining Unit assignment, not to exceed 160 days during each fiscal year. The assignment is on an as needed basis, and may be shortened or extended.
You will be contacted should the hiring department/division be interested in scheduling an interview with you to discuss your qualifications and skills. Please do not call the Human Resources Office regarding the status of your application. The most current status of all applications will be available for you to view on our website.
Non-Bargaining Unit Short Term Temp
Professional and prompt correspondence with students and prospective students via email, phones, and online platforms (e.g. Chatbox)
Be available for all training sessions during each academic term.
Assist with orientation, Fast Friday activities, information booths, and other SSSP core services.
Be available to promote SSSP core services during the Fall and Spring terms.
Assist with Laser Week (2 weeks before school begins).
Participate in trainings.
Prioritize events and activities.
Education and Experience Guidelines:
•Currently enrolled in 12 units at IVC (Fall and Spring; 6 summer).
•Demonstrated involvement in campus. organizations and/or broad knowledge of IVC
•Strong communication skills.
Conditions of Employment:
Employment is contingent upon verification of employment history, DOJ background verification as governed under Education Code requirements, eligibility to work in the United States, and approval by the SOCCCD Board of Trustees. It is the employee’s responsibility to pay costs associated with Pre-Employment Live Scan Fingerprinting. The fee is approximately $50. Please note that all NBU positions are paid once per month. The NBU pay period runs from the 15th of one month to the 14th of the next. They are paid the month after on the 10th. Upon successful completion of the Human Resources NBU pre-employment process, NBU employment will be on an “if and as needed” basis, as determined by the District. NBU employment is at-will, and either party may terminate this working relationship at any time. NBU employees shall not have reemployment rights or recourse to petition to be reinstated. NBU employees are limited to working in a single position in one department/site. NBU employees working as Classified substitutes for vacant positions may be able to serve up to 90 calendar days while the District recruits to fill the position. NBU positions do not offer benefits or pay for holidays or time not worked. Upon hiring, Payroll requires that you present your original Social Security Card for IRS purposes. This requirement is in no way connected to completion of the I-9 form for employment eligibility purposes.
Additional Position Information:
Documentation according to USCIS I-9 guidelines (i.e. ID card and Social Security card) must be presented at the time of hire. Per IRS regulations, a Social Security card must be presented at the time of hire.
Short term, non-bargaining unit (NBU) positions may only be used on an intermittent/seasonal basis. Ed. Code sect. 88003 states "Short-term employee means any person who is employed to perform a service for the district, upon the completion of which, the service required or similar services will not be extended or needed on a continuing basis.” The exact start and end dates must be submitted. The maximum end date is the end of the Fiscal Year. All positions must be approved and ratified or Board approved prior to the employee’s first day of work.
Inclusion, Diversity, and Equity: The District’s goal as an academic community is to sustain a working environment that is welcoming to all, fosters and celebrates diversity, and promotes and rewards excellence. An exemplary academic community promotes an inclusive environment that best prepares our faculty, staff and students to live, work, and contribute to a global society. The District is committed to employing qualified administrators, faculty, and staff members who are dedicated to student success. The Board recognizes that diversity in the academic environment fosters cultural awareness, promotes mutual understanding and respect, and provides suitable role models for all students. The Board is committed to hiring and offering professional development that supports the goals of equal opportunity and diversity, and provide equal consideration for all qualified candidates.
Contingent/conditional job offer: Any NBU job offer that is received is contingent upon successful completion of the Human Resources pre-employment process. The Human Resources hiring process may include, but is not limited to, successful completion of Live Scan fingerprinting, background checks, reference checks, TB testing, as well as completion of new hire paperwork. It is the employee’s responsibility to incur the cost of any testing required for the position, and there will be no reimbursement for this expense. Failure to successfully complete any portion of the hiring process will invalidate any conditional job offer received. Falsification of, or omission on, any SOCCCD pre-employment paperwork may result in withdrawal of any conditional job offer or termination of employment.
NBU at-will employment: After successful completion of the requirements of Section B, an individual may be employed by the South Orange County Community College District as a short-term, temporary NBU employee. Employment will be on an “if and as needed” basis, as determined by the District. NBU employment is at-will, and either party may terminate this working relationship at any time. Neither party shall be required to provide any reason for the separation. NBU employees shall not have reemployment rights or recourse to petition to be reinstated.
Worksite: Single worksite restriction: NBU employees are limited to working in a single position in one department/site. Interpreters and models are exceptions to single site employment. NBU employees may not also volunteer within the same department/division that they currently work in, or perform similar duties to their NBU position as a volunteer. NBU employees are not able to work from home, and must be supervised.
Work schedules: Department/Division managers, administrators, and/or supervisors shall determine the work schedule of NBU employees to include the number of days and hours worked per week and the start and stop times.
160 day restriction: NBU employees will not work more than 160 days (in any combination of NBU positions) no matter how many hours per day they work. It is the department/division’s responsibility to monitor and track the amount of days that they work to ensure they do not exceed the 160 day limit. It is the department/division’s responsibility to notify Human Resources immediately if their NBU is approaching the 160 day limit. Holidays, sick days, and all other time off on normally scheduled work days counts against the 160 day limit, even if uncompensated. NBU positions are not part of the Classified service and that by working less than 160 days of a college year, NBU employees are not entitled to any employment.
Payroll: The payroll reporting period is from the 15th of the first month to the 14th of the next month. NBU employees are paid on the 10th of the following month.
EXAMPLE: Pay Period 10/15/19 through 11/14/19 will be paid on December 10th.
Rate of Pay: NBU employees must inquire with their supervisor as to the rate of pay that they will receive. They must have agreed to the rate, prior to accepting and beginning any current or future NBU assignment. Questions regarding rate of pay must be directed to their supervisor. NBU employees are paid according to departmental budgets, the skill set/level of expertise required for the assignment as determined by the supervisor/department/division, and various other factors, not longevity.
Holidays/Jury Duty: NBU employees are not paid for holidays or other time not worked (i.e. Jury Duty).
California Sick leave: NBU employees are eligible for California Sick leave per AB1522. Information regarding AB1522 is sent to all new hires after the new hire paperwork appointment.
Overtime: Time and one-half is paid for all hours worked over 40 in one week, per FLSA guidelines.
Shift pay: Does not apply to NBU employees.
Meal Periods/Breaks: It is the employee’s responsibility to follow the District’s recommendations regarding breaks and meal periods. Any employee working more than 5 hours per day should take a unpaid meal period for a minimum of thirty (30) minutes. Employees that work less than five (5) hours are not to take a meal period. An employee working over three and one half (3 ½) to seven (7) hours should take one (1) fifteen (15) minute rest period. Employees working seven (7) hours or more per day should take two (2) fifteen (15) minute rest periods. Breaks or meal periods cannot be used to leave early or combined.
Retirement information: NBU employees may not work more than 960 hours from June 15th – June 14th. NBU employees who work more than 1000 hours per fiscal year are required to contribute to the California Public Employees’ Retirement System (CalPERS), through payroll deduction of about 7-9%. The District does not intend to employ NBU employees for more than 1,000 hours during any fiscal year. The exception to this requirement is that if a NBU employee is currently contributing to PERS from another agency, they will be required to contribute to CalPERS while employed at SOCCCD. Once an employee joins CalPERS, all future assignments will also have CalPERS deducted. It is the employee’s responsibility to inform their supervisor of their CalPERS status for current and future assignments.
Parking: Non-student (0 units) NBU employees are eligible to purchase Staff parking for $40/year via MySite from Campus Police. Students taking one or more units must purchase Student parking permits, if necessary, and are not eligible to purchase Staff permits. Please see Campus Police for further details regarding parking. NBU Staff must certify that they are not enrolled in units.
ADA Accommodations: The District complies with federal and state disability laws in providing reasonable accommodations for verified disabilities. If you have a physical or mental disability and would like to request reasonable accommodations in the workplace, please complete a Reasonable Accommodation Request Form and/or contact the District ADA Compliance and Leave Administration Manager at (949) 582-4984. All information shared is confidential.
Mandated reporter: Child Abuse and Neglect Reporting: The South Orange County Community College District recognizes the responsibility of its staff to report to the appropriate agency when there is a reasonable suspicion that an abuse or neglect of a child may have occurred. Mandated reporters include faculty, district leadership staff, and classified staff, including Non-Bargaining Unit (NBU) employees. Volunteers are not mandated reporters, but are encouraged to report suspected abuse or neglect of a child. Included in the new hire packet is information regarding Child Abuse Reporting policies and procedures, as well as copies of Penal Code sections 11165.7, 11166, and 11167. Elder and Dependent Adult Abuse Reporting: It is the policy of the South Orange County Community College District to treat reports of violence against elderly persons or dependent adults as high priority criminal activity that is to be fully investigated regardless of the relationship between the victim and the suspect(s).
Campus Crime and Safety Awareness: Information regarding campus crime and safety awareness can be found at www.saddleback.edu or www.ivc.edu. Paper copies are available in Human Resources upon request.Workplace violence: The District is committed to an environment that is free from workplace violence. The safety and security of District employees, students, and visitors is of the highest priority to the District and is essential to carrying out the mission of the District. Unlawful violence or a credible threat of violence from any individual, that can reasonably be construed to be carried out or to have been carried out in the workplace, as these terms are defined in Code of Civil Procedures, Section 527.8, is prohibited.
Drug-Free Environment: The District shall be free from all unlawful possession, use, or distribution of illicit drugs and alcohol by students and employees. The unlawful manufacture, distribution, dispensing, possession, or use of a controlled substance is prohibited in all facilities under the control and use of the District. Any student or employee who violates this policy will be subject to disciplinary action, consistent with local, state, or federal law, which may include the referral to an appropriate rehabilitation program, suspension, demotion, expulsion, or dismissal.
Smoke Free District: It is the intent of the South Orange County Community College District to maintain an educational and workplace environment that is conductive to the health and safety of our students and employees. Realizing the health hazards posed by smoking and by second-hand smoke, it is policy of the South Orange County Community College District to maintain a smoke free environment for all district sites. The use of tobacco products is prohibited within or on any district facility or property. This policy pertains to students, faculty, staff, administrators, visitors and the general public attending events at any site within the district. Additionally, this policy shall apply to all district facilities, owned or leased, regardless of location, and all state and auxiliary vehicles. Tobacco products include but are not limited to the burning of any type of cigar, cigarette or pipe. The use of an electronic cigarette (vapor) or smokeless/chewing tobacco are also prohibited.
Worker’s Compensation/Safety: District Risk Management’s main priority is the health and safety of our employees and students. More information and forms are available on SharePoint under “Business Services.” If a workplace injury or illness occurs, notify your supervisor immediately. NBU employees may be covered by Worker’s Compensation insurance due to an illness or injury received as a result of their job. NBU employees have received the supplemental Worker’s Compensation and Safety packet containing information on Bloodborne Pathogens, the Ergonomics Program, and the Illness and Injury Prevention Plan during their new hire paperwork appointment, and agree to abide by the information contained therein, as well as all applicable Cal OSHA rules and regulations that pertain to their employment.
Student Help and Work-Study positions:
For student help positions only: Student Help employees must currently be enrolled in 12 or more units (Fall or Spring Semesters) in order to work as Student Help, and to qualify for the “FICA Exemption” (exemption from paying Social Security and Medicare taxes).
• If Student Help employees fall below 12 units, they are to notify their supervisor immediately, and their assignment will end.
• To be eligible for employment during the summer session, Student Help employees must be enrolled in a minimum of six (6) units.
• Students enrolled in Special Services or in the Emeritus Institute are excluded from the unit requirement.
• There will be no recovery of FICA monies once deducted from paychecks.
• Work-study positions: A minimum of 6 units must be taken per semester to continue eligibility. Work-study students may not work during times when they should be in class.
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