Customer Contact Team Specialist

Location
Green Bay, WI
Posted
Apr 14, 2018
Institution Type
Community College

Job ID 601815
Location Green Bay
Full/Part Time Full-Time
Regular/Temporary Regular

Qualifications


Department: Enrollment Services
Reports To: Manager, Customer Contact
FLSA Status: Non-Exempt
Amount of Travel Required: No travel required
Union Code: ESS
Positions Supervised: None
Salary Grade: C


LOCATION: Green Bay
HOURS: 37.5 hours per week. 9-5 two days a week, 10-6 two days a week and 8:30-4:30 on Fridays. Flexibility required to include other day and/or weekend hours as necessary.
Minimum Starting Wage: $20.11/hour
*Current benefit eligible employees will be placed within the pay range based on their current rate/range.

Required online application available on website: www.nwtc.edu/jobs

Location: Northeast Wisconsin Technical College, Human Resources, 2740 West Mason Street, Green Bay, WI 54307-9042. All postings are considered current and available until removed from the website.

Northeast Wisconsin Technical College is committed to promoting a learning environment where employees and students of differing perspectives and cultural backgrounds pursue career and academic goals embraced in an environment of respect and shared inquiry.
The College is seeking to attract ethnically diverse instructors and staff who can inspire our increasingly diverse student population.

POSITION SUMMARY

This position is responsible for providing clear communication and support to customers, while ensuring the customer has a satisfied experience. This position serves as the first point of contact for customers, providing information about admissions, enrollment, student finance, financial aid, and general college information.
ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the functions identified in the job description.
Essential Functions Statement(s)

  • Serve as the first point of contact for customers regarding College services.
  • Create student accounts and update student information in applicable information systems.
  • Assist students in applying to a program, understanding admission program requirements, enrolling for courses, etc.
  • Assist students in understanding the financial aid process and completing required documentation.
  • Assist students in navigating through their self-service portal.
  • Assist students in analyzing accounts to determine charges for services; collect payment or arrange for billing.
  • Assist in maintaining an accurate team information sharing system. Utilize resources and internal systems to resolve customer inquiries.
  • Participate in recruitment and retention of student initiatives.
  • Collaborate with cross-functional teams to provide a seamless customer experience.
  • Provide additional support to Enrollment Services department deemed necessary for student success.

POSITION QUALIFICATIONS

Competency Statement(s)

  • Values - Demonstrate behaviors and action that support the College's values - Customer Focus, Everyone Has Worth, Passion and Inspiration, Collaboration, Emotional Intelligence, Results and Accountability, Valuing Talent and Well Being, and Ethics.
  • Student Success - Demonstrate behaviors and actions that support student recruitment, retention, and student success initiatives.
  • Diversity Oriented - Ability to work effectively with people regardless of their age, gender, race, ethnicity, religion, disability, socio-economic background, or job type.
  • Accuracy - Ability to perform work accurately and thoroughly.
  • Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
  • Communication, Oral - Ability to communicate effectively with others using the spoken word.
  • Customer Oriented - Ability to take care of the customers' needs while following company procedures.
  • Flexibility - Ability to adjust to changes as necessary.
  • Friendly - Ability to exhibit a cheerful demeanor toward others.
  • Interpersonal - Ability to get along well with a variety of personalities and individuals.
  • Organized - Possessing the trait of being organized or following a systematic method of performing a task.
  • Problem Solving - Ability to find a solution for or to deal proactively with work related-related problems.

SKILLS & ABILITIES

Education: Associates Degree
Experience: Two years related experience.

**An equivalent combination of education and work experience may be considered.

Computer Skills

Microsoft Office Suite, specifically OneNote and Outlook, Instant Messaging, and data management system (PeopleSoft preferred).

Other Requirements

Ability to type 30 words per minute with 95 percent accuracy.

PHYSICAL DEMANDS

Physical Demands
Lift/Carry
Stand
O (Occasionally)
Walk
O (Occasionally)
Sit
C (Consistently)
Handling / Fingering
C (Consistently)
Reach Outward
O (Occasionally)
Reach Above Shoulder
O (Occasionally)
Climb
N (Not Applicable)
Crawl
N (Not Applicable)
Squat or Kneel
O (Occasionally)
Bend
O (Occasionally)

10 lbs or less
O (Occasionally)
11-20 lbs
O (Occasionally)
21-50 lbs
N (Not Applicable)
51-100 lbs
N (Not Applicable)
Over 100 lbs
N (Not Applicable)

Push/Pull
12 lbs or less
O (Occasionally)
13-25 lbs
O (Occasionally)
26-40 lbs
O (Occasionally)
41-100 lbs
N (Not Applicable)


N (Not Applicable)
Activity is not applicable to this occupation.
O (Occasionally)
Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day)
F (Frequently)
Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)
C (Constantly)
Occupation requires this activity more than 66% of the time (5.5+ hrs/day)

The College has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the College reserves the right to change this job description and/or assign tasks for the employee to perform, as the College may deem appropriate.
NWTC does not discriminate on the basis of age, race, color, disability, sex, gender, sexual orientation, gender identity, national origin or other protected classes.


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