What are the responsibilities and job description for the Contact Center Information Specialist position at CNM?
Compensation : 15.76 - $18.91
Compensation Type : Hourly
Employment Type : Regular
Grade : NE05
Position Summary
With support of the Contact Center Supervisor, the Contact Center Information Specialist I provides excellent customer service and information related to a broad range of CNM programs. Resolve customer issues to include students, staff, faculty or external customers on a first-contact basis related to internal and external programs and support services.
Duties & Responsibilities
- Assist related to services in the general call queue.
- Ensure that customers needing assistance in the disability resource center are transferred directly to a representative.
- Inform customers about student resources, college events, and programs, campus locations, housing and social support services.
- Direct customers through web-based tutorials to appropriate program staff and assist with CNM web site navigation.
- Work assist and communicate with customers on line with instant chats, email response to customers, partner with CNM departments and use the instant message feature to communicate, knowledge of MS SharePoint, and other communication tools.
- Initiate outbound calls campaigns to improve student experience and support enrollment strategy.
- Perform a variety of administrative support tasks, which includes updating database records; use customer relation's management and Banner student system; complete online forms; and prepare reports.
- Maintain current knowledge of institutional and community-based programs and support services available to the CNM community. Complete mandatory training to ensure compliance with federal and college requirements to include FERPA compliance.
- Be an information resource related to Contact Center operations, systems and programs; monitors student and community information needs; and participate in multiple departmental and division meetings, and quality improvement programs, and other institutional projects.
- Provide direction and assistance to students by supporting the welcome center.
Minimum Qualifications :
Minimum Requirements :
Preference :
Best Consideration-03 / 02 / 2025
EEO STATEMENT :
As an EEO employer, Central New Mexico Community College will not discriminate in our employment practices based on an applicant's race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, serious medical condition or status as a protected veteran or spousal affiliation. Central New Mexico Community College hires only U.S. citizens and individuals lawfully authorized to work in the U.S.
Salary : $16 - $19
