Job Information
University of North Carolina at Charlotte Contact Center Specialist in Charlotte, North Carolina
Position Number: CCS002
Department: Enrollment Management (Adm)
Employment Type: Time Limited - Full-time
Months Per Year: 12
Essential Duties and Responsibilities:
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.
Minimum Experience / Education:
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.
All degrees must be received from appropriately accredited institutions.
Preferred Education Skills and Experience:
Bachelor’s degree and previous experience in higher education preferred.
One to three years of telephone operations in a high-volume inbound contact center environment is essential (multi-channel contact center environment experience is a plus).
Extraordinary customer service skills, 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 is a plus.
Contribute to a healthy workplace and team environment with a positive attitude, professional demeanor, time management, and organizational skills. Bachelor’s degree.
Demonstrated excellent written and verbal communication skills with attention to detail.
Demonstrated ability to handle fast-paced/high-volume environment.