What are the responsibilities and job description for the Contact Center Specialist position at University of North Carolina Charlotte?

Contact Center Specialist

Please see Special Instructions for more details.

This posting will be used to fill positions as they become vacant. Please note that contact regarding applicant status may be delayed due to the department's hiring needs.

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.

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

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.

Position Information

General Information

Vacancy Open to	All Candidates
Employment Type	Time Limited - Full-time
If time-limited, note appointment end date
Hours per week	40
Months per year	12
Position Number	CCS003
NC Salary Grade Equivalency	GN07
Classification Title	Student Services Specialist - Journey
Working Title	Contact Center Specialist
Salary Range	$39,058 - $47,380
Anticipate Hiring Range	$39,058 - $47,380
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 eligibility occurs after successful completion of training, demonstration of consistent proficiency and HR approval. Ability for flexibility to provide coverage for recruitment and enrollment events on occasions 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 holistically review their record and issues 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. All degrees must be received from appropriately accredited institutions.
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: Successfully complete approx 12 weeks as scheduled for an instructor-led and online, collaborative training plan and successfully achieve service proficiency within 90 days of training completion 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 interpret information from students/families to respond to admissions, registration, financial aid, billing and payments requests, and other Enrollment or campus office services. Multi-task to manage requests promptly 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	Demonstrate experience and the following skills, abilities, and expertise: Ability to relate to customers as a campus ambassador displaying a professional and courteous manner with a warm, welcoming, approachable 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 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 a fast-paced environment. Ability to effectively receive feedback and coaching for continuous growth and improvement. Other duties and responsibilities may be assigned to support the needs of students and their families.
Departmental Preferred Experience, Skills, Training/Education	Bachelor's degree and previous experience in higher education preferred. One to three years of high-volume phone operations in a fast-paced 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 with attention to detail. Demonstrated success managing multiple systems and applications and 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. Demonstrated experience and success in de-escalation.
Necessary Licenses or Certifications
Work Location	Hybrid teleworking schedule
Posting date	01/13/2025
Closing date	01/27/2025
Proposed Hire Date	02/18/2025
Contact Information
Special Notes to Applicants	This posting will be used to fill positions as they become vacant. Please note that contact regarding applicant status may be delayed due to the department's hiring needs. 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. When answering the questions at the end of the application, please ensure your application reflects the knowledge, skills, abilities, and experiences to support your answers (see the job duties section of previous employment). 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.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

* How did you hear about this employment opportunity?
- UNC Charlotte Website
- HERC Job Board
- Inside Higher Education
- Circa (formerly known as Local JobNetwork)
- Another Website
- Agency Referral
- Advertisement/Publication
- Personal Referral
- Other
Where did you learn about this posting?
(Open Ended Question)
* What high (50 requests daily) volume contact center organizations have you worked for previously? Please describe your job duties in the organizations.
(Open Ended Question)
* Do you have previous experience in higher education industry? If yes, please explain your experience.
(Open Ended Question)
* Do you have 2 years experience in customer service?
- No
- Yes
* Please describe your customer service skills and your understanding of "customer service."
(Open Ended Question)
* Do you have previous experience using Salesforce?
- No
- Yes

Applicant Documents

Required Documents

Resume / Curriculum Vitae
Cover Letter / Letter of Interest
Contact Information for References

Optional Documents

The University of North Carolina at Charlotte is an Affirmative Action/Equal Opportunity employer and an ADVANCE Institution that strives to create an academic climate in which the dignity of all individuals is respected and maintained. Women, minorities, veterans, and individuals with disabilities are encouraged to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability, gender identity or sexual orientation.

Salary : $39,058 - $47,380

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