Contact Center Specialist
- Employer
- The University of North Carolina at Charlotte
- Location
- Charlotte, NC
View more
- Employment Type
- Full Time
- Institution Type
- Four-Year Institution
Job Details
All Candidates
Employment Type:Time Limited - Full-time
If time-limited, note appointment end date:11/23/2022
Hours per week:40
Months per year:12
Position Number:CCS001
NC Salary Grade Equivalency:67
Classification Title:Student Services Specialist - Journey
Working Title:Contact Center Specialist
Salary Range:$40,165
Anticipate Hiring Range:$40,165
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 weekend and nights as required for Student Event Days.
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 Contact Center 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 Contact Center 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 review their record and issues in a holistic manner 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 Contact Center 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:
•Manage a high volume of student and family service requests via inbound telephone calls, email, in person and virtual meetings.
•Continuously learn and respond to questions regarding University policies and procedures related to admissions, registration, financial aid, billing and payments, other Enrollment or campus office services.
•Gather information from students and families to effectively understand and evaluate individual circumstances ; interpret relevant policies, procedures and guidelines to identify and explain required next steps for students and families to successfully navigate the college experience.
•Communicate instructions clearly and concisely to help students solve issues with applying for and accepting financial aid, billing and payment issues and registration problems in person, on the phone and in written responses to emails.
•Present a warm, welcoming and approachable environment for all campus guests and serve as an ambassador for the University on a daily basis.
•Participate in Student Event Days including open houses and orientation sessions and presentations.
•Research and interpret information from a centralized knowledge based 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.
The successful candidate will demonstrate experience and the following skills, abilities and expertise:
•Ability to relate to customers in a professional and courteous manner with a warm and friendly tone.
•Commitment to service and going the extra mile to create an extraordinary customer experience to support students and families navigating the college environment.
•Ability to convey confidence and manage requests with a strong attention to detail, exceptional customer service skills, problem solving and critical thinking.
•Excellent telephone listening skills, empathy, and tone with attention to detail while multi-tasking and navigating through multiple computer applications accurately and quickly to document information and tasks completed.
•Assist with developing, revising, and updating processes along with creating and/or editing forms and publications.
•Ability to work under pressure and meet deadlines; keep accurate records and maintain confidentiality.
•Ability to demonstrate flexibility, collaboration, and professional maturity to adjust and respond in a fast-paced operation.
•Ability to receive feedback effectively for continuous improvement.
•Other duties and responsibilities may be assigned in support of the needs of students and their families.
•Familiarity with higher education environment is a plus but not required.
•Preferred Bachelor’s degree.
•One to three years telephone operations in a high volume inbound contact center environment required; (multi-channel contact center environment experience is a plus).
•Skilled customer service, with experience in a high performance, high volume contact center environment.
•Ability to work 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 a plus.
•Portrays a positive attitude and professional demeanor.
01/01/2021
Closing date:06/30/2021
Special Notes to Applicants:•As positions become available those applicants deemed as most qualified for the vacant positions in Niner Central will be contacted for interviews.
•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.
•You only need to apply for this Contact Center Specialist position once during the posting period – your application will be valid for the open period until June 30, 2021.
•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.
•Please ensure your full range of knowledge, skills, abilities, experience and education are listed on your application on. Do not write ‘see resume’ on your application when completing the job duties section.
•If you answer the questions at the end of the application, please ensure your application reflects the knowledge, skills, abilities and experiences to support your answers (see job duties section of previous employment).
•Failure to answer the questions at the end of the application will not preclude your application from being considered but may result in your application not receiving full consideration of your knowledge, skills, and abilities.
Organization
About Us
UNC Charlotte is North Carolina's urban research university. It leverages its location in the state's largest city to offer internationally competitive programs of research and creative activity, exemplary undergraduate, graduate and professional programs, and a focused set of community engagement initiatives. UNC Charlotte maintains a particular commitment to addressing the cultural, economic, educational, environmental, health, and social needs of the greater Charlotte region.
Located in the state’s largest metropolitan area, UNC Charlotte is among the fastest growing universities in the UNC System. A large public university with a small college feel, UNC Charlotte’s 1,000-acre campus is the home away from home for more than 29,000 students. The University offers internationally competitive research and creative activity opportunities and exemplary undergraduate, graduate and professional programs coupled with a focused set of community engagement initiatives that enrich the region’s quality of life.
In fulfilling our mission, we envision a University that promises:
- An accessible and affordable quality education that equips students with intellectual and professional skills, ethical principles, and an international perspective.
- A strong foundation in liberal arts and opportunities for experiential education to enhance students’ personal and professional growth.
- A robust intellectual environment that values social and cultural diversity, free expression, collegiality, integrity, and mutual respect.
- A safe, diverse, team-oriented, ethically responsible, and respectful workplace environment that develops the professional capacities of our faculty and staff.
To achieve a leadership position in higher education, we will:
- Rigorously assess our progress toward our institutional, academic, and administrative plans using benchmarks appropriate to the goals articulated by our programs and in our plans.
- Serve as faithful stewards of the public and private resources entrusted to us and provide effective and efficient administrative services that exceed the expectations of our diverse constituencies.
- Create meaningful collaborations among university, business, and community leaders to address issues and opportunities of the region.
- Develop an infrastructure that makes learning accessible to those on campus and in our community and supports the scholarly activities of the faculty.
- Pursue opportunities to enhance personal wellness through artistic, athletic, or recreational activities.
- Operate an attractive, environmentally responsible and sustainable campus integrated with the retail and residential neighborhoods that surround us.
Dual Career
The University of North Carolina at Charlotte is committed to the recruitment and retention of highly qualified and productive faculty, administrators, and other professional staff members. We recognize that career decisions are influenced by family considerations. For up to one year from the date of an employee’s relocation to Charlotte, the University will assist the employee’s spouse or domestic partner with efforts to find employment within the University and/or within the surrounding area.
Diversity at UNC Charlotte
UNC Charlotte is committed to cultivating diversity and inclusion throughout the campus. Our campus community is comprised of people who represent the wide breadth of gender identities, sexualities, races and ethnicities, faith traditions, nationalities, and other social groups and backgrounds. All of these identities and experiences enrich the University as a whole. UNC Charlotte strives to celebrate and leverage the benefits of this diversity, and to sustain an inclusive and welcoming environment for all students, faculty, and staff.
To learn more about plans, programs, resources and news and events relating to diversity and inclusion at UNC Charlotte please use the following link: https://diversity.uncc.edu/
To access the full text of the UNC Charlotte Plan for Campus Diversity, Access and Inclusion please use the following link: https://diversity.uncc.edu/sites/diversity.uncc.edu/files/media/Campus%20Plan%20for%20Diversity%2C%20Access%2C%20and%20Inclusion%202016.pdf
Optional text if space allows….
Overview of the UNC Charlotte Plan for Campus Diversity, Access and Inclusion.
The goal of quality education for all at UNC Charlotte is the foundation for our Diversity Plan. At its fullest potential, higher education allows students to interact with people from different backgrounds and to engage a range of ideas and perspectives. This educational experience cultivates the skills that graduates will need to function adeptly in a global society.
As North Carolina and the Charlotte region undergo rapid population growth and demographic change, UNC Charlotte must respond to the needs of a more diverse student population. It is imperative that the University prepare its students to become leaders and thriving citizens in a pluralistic and multicultural society. In adopting our Diversity Plan, we affirm that:
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- We believe that a diverse faculty, staff and student body are critical in advancing teaching, scholarship, and community engagement at UNC Charlotte.
- We are committed to enhancing opportunities for living, working and learning in a diverse environment
- We are committed to educating our students to interact effectively and respectfully in the global community.
The Plan identifies components of a diverse campus community and outlines steps toward building an inclusive environment that promotes the success of all students, faculty, and staff. It is a living document that affirms our institutional values and is designed to offer guidance to University departments and units for achieving the University goals for diversity. The seven broad objectives of the Diversity Plan are:
1: Promote a broad understanding of goals for diversity, access, and inclusion for the University through active outreach to the campus community.
2: Recruit and graduate a diverse student body that reflects community diversity and addresses the state’s need to increase access to higher education for historically underrepresented and economically disadvantaged students.
3: Increase the recruitment of underrepresented faculty and advance their progression through the faculty ranks.
4: Increase the representation of staff from underrepresented groups.
5: Ensure the presence of institutional environments and course development that enhance learning and appreciation for the full range of diversity.
6: Develop external relationships with the community to enhance diversity on and off campus.
7: Ensure the Success of the Plan through Assessment, Accountability, and Recognition.
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