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Contact Center Specialist

General Information

Vacancy Open to

All Candidates

Employment Type

Time Limited - Full-time

If time-limited, note appointment end date

Hours per week

Months per year

Position Number

CCS001

NC Salary Grade Equivalency

GN07

Classification Title

Student Services Specialist - Journey

Working Title

Contact Center Specialist

Salary Range

$40,165 - $46,000

Anticipate Hiring Range

$40,165 - $46,000

FLSA Status

Non Exempt

Division

Academic Affairs

Department

Enrollment Management (Adm)

Work Unit

Niner Central

Work Schedule

Structured schedule during the operating hours of 7:30 am to 5:30 pm Monday – Friday (8-hour shift) and on occasions weekends and nights as required for Student Event Days. Hybrid teleworking schedule.

Ability for flexibility to provide coverage for recruitment and enrollment events throughout the year that are outside of the general working hours for this position.

Can be deemed as mandatory staff positions during crisis communication events as identified by the Chancellor.

Primary Purpose of Position

This posting will be recruiting for Permanent Full-Time and Time-Limited Full-Time positions that become vacant throughout the year.

The primary purpose of the Niner Central Student Services and Care Management Specialist position is to provide front line counseling, superior customer service and support, and holistic problem resolution in the areas of registration, financial aid, student accounts and general student inquiries. This position will provide information and service relative to policies, processes and procedures to prospective and current students, parents and other visitors, and perform other duties as assigned. The Student Services and Care Management Specialist may also manage escalated issues from Administrative Support Specialists. The position is expected to troubleshoot student issues and resolve complex issues that may cross over several departments. This position is expected to go beyond just simply answering the question a student may ask, and instead review their record and issues in a holistic manner and resolve or provide guidance on multiple issues. This position provides essential feedback and recommendations regarding ongoing process management and improvement of the Niner Central department. These vacancies are either time-limited or permanent positions.

Minimum Education/Experience

Required Minimum Qualifications:

Bachelor’s degree; or equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.

University Preferred Qualifications:

Graduation from a four-year college or university and two years of administrative or office management experience in the student services or related field; or equivalent.

Essential Job Duties

As a Student Services Specialist at UNC Charlotte, your role is to deliver an extraordinary customer service experience for our students and families making it easier to navigate their college experience. You will:

Serve as an ambassador for the University presenting a warm, welcoming, approachable and supportive environment for all our students, their families and campus guests
Demonstrate agility and flexibility in a student-focused, inclusive and diverse team culture
Contribute to student enrollment, recruitment, and retention goals by delivering an extraordinary service experience and accurately managing a high volume of requests via phone, email, chat, and in-person and virtual meetings.
Listen effectively, accurately gather and correctly interpret information from students/families to respond to requests related to admissions, registration, financial aid, billing and payments, and other Enrollment or campus office services.
Multi-task to manage requests in a timely manner with best practices for de-escalation and call management ensuring first-level resolution by communicating instructions clearly and concisely regarding University policies and procedures
Participate and present information at Student Event Days including open houses and orientation sessions.
Research and interpret information from a centralized knowledge-base tool and document activities effectively and consistently during service delivery (Salesforce CRM a plus).
Maintain a high level of productivity and accuracy for performance with a positive and professional demeanor and appearance in a high volume, high-performance contact center environment.

Other Work Responsibilities

The successful candidate will demonstrate experience and the following skills, abilities and expertise:

Ability to relate to customers in a professional and courteous manner with a warm, friendly, and supportive tone.
Commitment to service and going the extra mile to create an extraordinary customer experience to support students and families.
Ability to convey confidence and manage requests with strong attention to detail, exceptional customer service skills, problem-solving and critical thinking.
Excellent telephone listening skills, empathy, and tone with attention to detail while multi-tasking and navigating multiple computer applications accurately and quickly to document information and tasks completed.
Assist with identifying, developing, and improving processes along with creating and/or editing forms and publications.
Ability to work calmly under pressure and meet deadlines; keep accurate records and maintain confidentiality.
Ability to demonstrate flexibility, collaboration, professional maturity and teamwork to adjust and respond in fast-paced environment.
Ability to effectively receive feedback and coaching for continuous growth and improvement.
Other duties and responsibilities may be assigned in support of the needs of students and their families.
Familiarity with higher education environment is a plus but not required.

Departmental Preferred Experience, Skills, Training/Education

One to three years of telephone operations in a high volume inbound contact center environment required; (multi-channel contact center environment experience is a plus).
Skilled customer service, with experience in a high-performance, high volume contact center environment.
Ability to successfully adhere to a structured schedule during the operating hours of 7:30 to 5:30 pm (8-hour shift assignments) M-F and on occasions as required for Student Event Days.
Demonstrated excellent written and verbal communication skills.
Technical Aptitude.
Salesforce experience a plus.
Contribute to a healthy workplace and team environment with a positive attitude, professional demeanor, time management and organizational skills.
Preferred Bachelor’s degree.

Necessary Licenses or Certifications

Work Location

Hybrid teleworking schedule

Posting date

01/01/2023

Closing date

12/29/2023

Proposed Hire Date

Contact Information

Special Notes to Applicants

As positions become available those applicants deemed as most qualified for the vacant positions in Niner Central will be contacted for interviews.

This posting will fill both Permanent – Full-Time and Time-Limited – Full-Time vacancies.

For Time-Limited vacancies, additional funding for positions is anticipated but not guaranteed. If the funding is received then the position will continue until approved funding has been exhausted. If the funding is not received then the position will expire at the date communicated by the hiring manager.

UNC Charlotte Benefits Information: https://hr.charlotte.edu/benefits

The finalist will be subject to a Criminal Background Check.

Please upload reference information including Names (position titles and company/institutions), addresses, phone numbers, and email addresses of at least two current/previous supervisors.

The Search Committee will not contact references without first verifying permission with the finalist.

Please ensure your full range of knowledge, skills, abilities, experience, and education are listed on your application.

Do not write ‘see resume’ on your application when completing the job duties section.

If you answer the questions at the end of the application, please ensure your application reflects the knowledge, skills, abilities, and experiences to support your answers (see job duties section of previous employment).

Failure to answer the questions at the end of the application will not preclude your application from being considered but may result in your application not receiving full consideration of your knowledge, skills, and abilities.

Please submit a resume and cover letter with your application.

These documents will be used to evaluate your written communication skills as well as supporting documents of your knowledge, skills, abilities, education, and professional experience.

By UNC Charlotte

NC Charlotte is North Carolina’s urban research university. It leverages its location in the state’s largest city to offer internationally competitive programs of research and creative activity, exemplary undergraduate, graduate, and professional ...

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INDUSTRY

Colleges & Universities

TEAM SIZE

1001-5000

LOCATION

Hybrid, based in Charlotte, NC

DATE POSTED

June 23, 2023