Contact Center Specialist

Job description

Vacancy Open to:

All Candidates

Employment Type:

Time Limited - Full-time

If time-limited, note appointment end date:


Hours per week:


Months per year:


Position Number:


NC Salary Grade Equivalency:


Classification Title:

Student Services Specialist - Journey

Working Title:

Contact Center Specialist

Salary Range:


Anticipate Hiring Range:


FLSA Status:

Non Exempt


Academic Affairs


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.

Other Work Responsibilities:

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.

Departmental Preferred Experience, Skills, Training/Education:

•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.

Posting date:


Closing date:


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.




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Job No:
Posted: 1/3/2021
Application Due: 2/2/2021
Work Type: Full Time