Middle Tennessee State University is hiring: Call Center Agent in Murfreesboro

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

Call Center Agent

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

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.

Required Education

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

Required Related Experience

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

Desirable Related Experience

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

Documents Needed to Apply

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

• Vacation Leave for Administrative/Classified Staff/12-month Faculty
• 13 paid University holidays
• Medical, dental, vision, and life insurance
• 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