Contact Center Associate

Salary: $21.45 - $22.17 Hourly
Location : Kenosha Campus, Kenosha, WI
Job Type: Full-Time
Job Number: 26021
Division: Student Affairs
Opening Date: 06/02/2026
Closing Date: 6/14/2026 11:59 PM Central

SUMMARY
This is a Second Shift Opportunity M-Th: 9:30am-6:15pm, F: 7:30am-4:15pm
The Contact Center Associate provides accurate information and expert connections to customers who contact the college through virtual means including phone, email, video phone, video conferencing or IM/Chat. This position demonstrates a high level of knowledge and understanding of Student Services and Enrollment Management information and processes. Contact Center Associates utilize problem-solving skills, excellent customer service, and diplomatic, confidential and professional communication skills.
This position reports to the Director of Student Services Operations.
RESPONSIBILITIES

1. Assist customers with inquiries from initial point of contact to issue resolution or referral.
2. Provide high level and accurate information regarding college processes, procedures and resources.
3. Conduct transactions in accordance with the general operating procedures related primarily to Admissions, Testing, Student Records and Registration, Financial Aid, and Student Accounts.
4. The ability to respond to inquiries in a timely, consistent, professional and positive manner.
5. The ability to work collaboratively and collegially with staff and colleagues.
6. The knowledge of, or willingness to learn and effectively utilize, Gateway's Student Information System, communication systems and technologies to perform daily tasks.
7. Provide support for recruitment and retention activities/events.
8. Other duties as assigned.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

WHAT YOU NEED TO SUCCEED IN THE POSITION
Required:

• Technical Diploma and two years experience in call center environment or front line customer service

OR

• Three years of experience in call center environment or front line customer service

Plus

• Experience in data entry and payment processing

Other Knowledge, Skills and Abilities:

• Ability to follow set processes/procedures.
• Ability to problem solve.
• Ability to prioritize position responsibilities.
• Excellent verbal and written communication skills essential.
• Excellent organizational and interpersonal skills essential.
• Must be a team player with creativity, patience and perseverance.
• Must be able to work well under pressure.
• Must possess strong diplomacy skills and the ability to make sound judgments.
• Ability to work positively in a demanding, high volume, fast-paced, team-oriented student service environment both independently, as well as collaboratively.
• Basic understanding of and knowledge of college resources for students.

SUPPLEMENTAL INFORMATION
Candidates must be legally authorized to work in the United States on a permanent basis. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available.

DIVISION/LOCATION: Student Services/Kenosha

COMP GRADE: E

FLSA DESIGNATION: Non-Exempt

CONDITIONS OF EMPLOYMENT:

• Candidates must be legally authorized to work in the United States on a permanent basis. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available.
• Employment is contingent upon an acceptable background
• Flexibility is needed to accommodate day, evening and weekend business needs

Guide
Not ApplicableActivity is not applicable to this occupationOccasionallyOccupation required this activity up to 33% of the time (0 - 2.5+ hrs/day)FrequentlyOccupation required this activity from 33% - 66%% of the time (2.5 - 5.5+ hrs/day)ContinuouslyOccupation required this activity more than 66% of the time (5.5+ hrs/day)Physical Demands
Physical DemandsFrequency
Lift/CarryFrequencySittingContinuously
0 - 10 lbsFrequentlyStandingOccasionally
11 - 20 lbsOccasionallyWalkingOccasionally
21 - 50 lbsNot ApplicableReaching OverheadOccasionally
51 - 100 lbsNot ApplicableReaching at or Below Shoulder LevelFrequently
Over 100 lbsNot ApplicableKeyboardingContinuously
StoopingOccasionally
Push / PullYes / NoCrouchingOccasionally
12 lbs or lessOccasionallyKneelingNot Applicable
13 - 25 lbsNot ApplicableCrawlingNot Applicable
26 - 40 lbsNot ApplicableClimbing Ramps or StairsOccasionally
41 - 100 lbsNot ApplicableClimbing Ladders, Ropes or ScaffoldingNot Applicable
Over 100 lbsNot ApplicableDrivingNot Applicable
Traveling (overnight stay(s))Occasionally
Hearing RequirementYes / NoCommunicating VerballyFrequently
One-on-one (in person)YesFar Visual Acuity: clarity to see 20' or moreOccasionally
Group or conference (in person)YesNear Visual Acuity: clarity to see 20' or lessContinuously
TelephoneYes
Other SoundsYesEnvironmental Conditions
Working ConditionsFrequency
Noise Intensity LevelFrequencyHumidity: non-weather relatedNot Applicable
QuietOccasionallyExtreme Cold: non-weather relatedNot Applicable
ModerateFrequentlyExtreme Hot: non-weather relatedNot Applicable
LoudOccasionallyWorking OutdoorsNot Applicable
Very LoudNot ApplicableWetness: contact with water or other liquidsNot Applicable
Working Conditions
Working ConditionsFrequency
Working ConditionsFrequencyWorking in Close Proximity to OthersContinuously
Working interruptionsFrequentlyOpen Work SpaceContinuously
Stressful situationsOccasionallyWorking in a confined spaceFrequently
Exposure to offensive odorsNot ApplicableExposure to a computer screen Continuously
Required uniform supplied by departmentNot Applicable
Gateway will not discriminate against any employee, applicant for employment, student, or applicant for admission based on race, color, national origin, ancestry, sex, sexual orientation, creed, religion, political affiliation, marital status, parental status, pregnancy, disability, age, membership in any reserve component of the armed forces, union affiliation, arrest and conviction record, or any other protected category under applicable local, state or federal law.
Gateway Technical College is an Equal Opportunity/Access Educator/Employer operating under an Affirmative Action Plan. Reasonable accommodations and auxiliary aids will be provided for qualified individuals with disabilities. If you have a disability and need special accommodation for the application process, please contact the Office for Equal Opportunity and Civil Rights at compliance@gtc.edu or 262-564-3062. Women and minorities are encouraged to apply.

Your safety while employed at Gateway Technical College is one of our top priorities, so we encourage you to read our Annual Security Report (click the link for the full report). This report is published in compliance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act) and the Violence Against Women Act. This report includes crime statistics, institutional policies on campus security and safety, alcohol and drug use, crime prevention, the reporting of crimes or incidents, sexual misconduct, and other important matters. Please feel free to email compliance@gtc.edu or call 262-564-3062 to request a hard copy of the report.
Discover the Benefits of Joining Our Team
We believe people thrive in environments where they feel supported-personally and professionally. That's why we offer a comprehensive benefits package designed to promote well-being, flexibility, and peace of mind.

All benefits, with the exception of life insurance, are effective on your first day of employment, so you can feel secure from day one.

To explore what we offer, including current plan pricing, please view our and

Revised: April 2025
01

Which of the following do you possess?

• Technical Diploma and two years experience in call center environment or front line customer service
• Three years of experience in call center environment or front line customer service
• None of the above

02

Do you possess experience in data entry and payment processing?

• Yes
• No

03

Where did you gain your experience in call center environment or front line customer service, data entry and cash handling?
04

Do you possess the following other skills and abilities? Ability to follow set processes/procedures.Ability to problem solve.Ability to prioritize position responsibilities.Excellent verbal and written communication skills essential.Excellent organizational and interpersonal skills essential.Must be a team player with creativity, patience and perseverance.Must be able to work well under pressure.Must possess strong diplomacy skills and the ability to make sound judgments.Ability to work positively in a demanding, high volume, fast-paced, team-oriented student service environment both independently, as well as collaboratively.Basic understanding of and knowledge of college resources for students.

• Yes
• No

05

I understand and acknowledge that Gateway does not provide relocation assistance for employment. If I am offered and accept a position with Gateway Technical College that requires me to relocate, I plan to incur those expenses myself.

• I will incur expenses of relocation or i will not need to relocate.
• I am no longer interested in the position

06

I understand that Gateway does not offer visa sponsorship and acknowledge that i do not now nor will I require sponsorship for employment in the future.

• I do not now nor will I in the future require visa sponsorship
• I currently require sponsorship for employment
• I will require visa sponsorship in the future.

07

Which of the following best applies to your employment status with Gateway Technical College? (check one)

• I am not now nor have I ever been an employee of Gateway Technical College.
• I am currently a permanent full time employee
• I am currently a permanent part time employee.
• I am currently a casual or student worker.
• I am currently an adjunct faculty employee.
• I am a current Limited Term employee.
• I was previously employed at Gateway Technical College in the past.

08

For employment consideration - Which one of the following best applies to you?

• I am related either by blood or by marriage to a Board of Trustees Member.
• I am related either by blood or by marriage to a Current Gateway Employee.
• None of the above.

Required Question