What are the responsibilities and job description for the Student Care Representative position at Forsyth Technical Community College?
The Student Care Representative will provide general customer service at Information Center locations across the College including face-to-face or a call center environment. The duties of the role include but are not limited to assisting all current and prospective students (CU and CE), whether in person or by phone, utilizing various communication tools and resources. Welcoming visitors by assisting them in locating their campus destinations and work with colleagues across the college to develop and maintain information vital to helping all internal and external students/customers.
Minimum Qualifications
You must possess the following:
- Ability to work in a diverse environment.
- Two years of related experience or training in customer service; or equivalent combination of education and experience
- Demonstrated computer skills.
- Demonstrated ability to perform assigned tasks readily, adhere to prescribed routines, and follow oral and written instructions.
- Recognition of the purpose and services provided by the college
- Experience with Microsoft Office and/or Google Workspace, spreadsheets, presentation and collaboration apps and software.
- Possess experience working with diverse constituents.
- Knowledge and experience with de-escalation techniques.
- Experience with Colleague by Ellucian
- Proficiency in English and Spanish
- Attend specialized training activities that enhance job performance and foster diversity, equity and inclusion.
- Foster diversity, equity and inclusion with colleagues and students.
- Maintain confidentiality and security of sensitive information.
- Provide excellent customer service by answering incoming calls to the College call center, assist callers with resolutions or in reaching the appropriate departmental areas while also directing visitors and students to their destinations.
- Distribute, track, and collect loaner keys to employees and presenters for special events; notifying appropriate College personnel for keys that have not been returned in a timely fashion.
- Maintain familiarity with all activities, functions, and special events at the college.
- Assist Campus Police by maintaining awareness of all visitors, students, and employees entering and leaving the buildings; serve as a backup point-of-contact for the handling of campus emergencies.
- Assist students in utilizing the technology and tools available to locate information regarding applying to the college, registering for CE classes, class schedules, advisors, unofficial transcripts, and current instructor information.
- Utilize existing campus directory systems for providing information to clients; update or notify appropriate areas when information is incorrect and needs to be updated; regularly work with other areas of the College to establish and develop informational items that can be distributed by the Information and Call Centers.
- Secure lost and found items for the college campus; work with appropriate personnel to return items to their rightful owner.
- Distribute various items, by request, that are entrusted to the Information Center to be picked up by students, employees, or visitors (i.e. keys, books, assignments, special deliveries, and packages, etc.)
- Maintain and oversee the usage of courtesy phones located near each Information Center as a service to visitors of the College.
- Perform some administrative functions (i.e., filing, sorting, collating, replenishing materials).
- Move among campus buildings to cover areas for staff lunch breaks.
- Perform other duties and assume other responsibilities as directed by the Director and/or Coordinator of Student Care.
At Forsyth Tech we cultivate a culture of belonging where every member – students, staff, and faculty – are valued, respected, accepted and encouraged to use our true and authentic self
and the voice of our unique characteristics and experiences.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ·
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ·
- The employee will need to regularly operate and use computers, phones and other electronic equipment. ·
- The employee will frequently communicate and must be able to exchange accurate information with others. ·
- The employee may need to move around their office and/or campus to attend meetings/ classes and to access files, machinery or other job-related tools. ·
- The employee may need to lift and/or move equipment, tools or paperwork up to 25 pounds. ·
- The employee may need to position themselves by reaching, stooping, kneeling or crouching in order to adjust or collect equipment and/or supplies. ·
- Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
Workplace Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ·
- Encounters low to moderate noise levels in the work environment.
Posting Detail Information
Open Date
11/25/2024
Close Date
02/14/2025
Open Until Filled
No
Special Instructions to Applicants
If you have questions please call HR at 336-734-7302. AA/EOE.
