Job Description

Job Number:

P1240

Work Type:

Classified

Location:

Murfreesboro, Tennessee

Categories:

Admissions and Enrollment, Student Affairs and Services, Administrative/Clerical Support


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Job Title

Call Center Agent

Department

MT One Stop


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Salary

$31,721 - $38,700; commensurate with experience


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Job Summary/Basic Function

Answer all incoming telephone calls for the MT One Stop, Undergraduate Admissions, Registrar's Office, Bursar's Office and Scheduling. Use university software programs (i.e. Banner, Pipeline, RingCentral) to provide general information, investigate callers' inquiries and assist with problem resolution. De-escalate situations and offer needed support when handling dissatisfied callers. Guide callers through navigating issues and troubleshooting. Expected to resolve at least 80% of all telephone calls without transferring the call to supervisor. When necessary, transfer the caller to the appropriate area per established protocol. Utilize personal computer, MS Office and university software programs (i.e. Banner, Pipeline, RingCentral) to navigate student records to effectively respond to questions. Perform other related tasks and special projects as assigned.


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Required Education

High School diploma or High School Equivalency (HSE) required.


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Required Related Experience

At least two years of progressively responsible experience in a call center, customer service industry or office setting.


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Desirable Related Experience

Progressively responsible work experience in a call center, scheduling center, or admissions office in a high-volume university setting preferred.


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Documents Needed to Apply

Cover Letter & Resume Required

MTSU offers a comprehensive benefits package, including but not limited to the following:

Sick Leave Vacation Leave for Administrative/Classified Staff/12-month Faculty 13 paid University holidays Medical, dental, vision, and life insurance Retirement plans Optional 401K and 403B Deferred Compensation Plans Educational benefits for the employee and their spouse and dependents


MTSU is an equal opportunity, affirmative action employer that values diversity in all its forms. Women, minorities, individuals with disabilities, and protected veterans are encouraged to apply.



Proof of U.S. citizenship or eligibility for U.S. employment is required before employment (Immigration Control Act of 1986). Clery Act crime statistics for MTSU are available at https://w1.mtsu.edu/police/annual-security-report.php or by contacting MTSU Public Safety at (615) 898-2424.



MTSU is a Tobacco & Drug-Free campus.



This position requires a criminal background check. Therefore, you will be required to provide information about your criminal history to be considered.

For individuals requiring reasonable accommodation to apply:

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation to apply for a position with MTSU, please call 615-898-2929 or email emp@mtsu.edu.

Application Review Date:

October 6, 2025

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