Customer Contact Coordinator

Job description

Job Title: Customer Contact Coordinator
Location: Green Bay
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 602314
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

Position #: 06100227

LOCATION: Green Bay Campus

STANDARD HOURS: 37.5 hours per week. Flexibility required to work Monday-Thursday between 7:30 a.m. and 6:00 p.m.; Friday 7:30 a.m. and 4:30 p.m. Schedule may change depending on busy periods.

MINIMUM STARTING RATE OF PAY*: $22.01/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

The College is seeking to attract ethnically diverse instructors and staff who can inspire our increasingly diverse student population. We believe every member on our team enriches our diversity by exposing us to a broad range of ways to understand and engage with the world, identify challenges, and to discover, design, and deliver solutions. We value the ability to serve students from a broad range of cultural heritages, socioeconomic backgrounds, genders, abilities, and orientations. Therefore, we seek applicants who demonstrate they understand the benefits of diversity in a higher education community. Consideration will be given to equity-minded individuals committed to collaborating with faculty, staff, administration, students, and community partners who are also committed to closing equity gaps.

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 enrollment services and general college information. Responsible for facilitating training and team development, communicating outcomes, making and implementing improvement suggestions, and coordinating team schedules.

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 to greet internal and external customers in an appropriate manner utilizing various modalities.
  • Coordinate and process daily activities of the Customer Contact team including training, coaching for improved performance, distribution of project work, and creating work schedules.
  • Design, organize, document, and facilitate materials for student information system training and team process training.
  • Create student accounts and update student information in applicable information systems.
  • Assist students in establishing and navigating through their self-service portal, applying to a program, understanding admission program requirements, scheduling appointments, enrolling for courses, etc.
  • Assist students in understanding the financial aid process and completing required documentation as well as analyzing accounts to determine charges for services, collect payments, arrange for billing, etc.
  • Assist in maintaining an accurate team information sharing system. Utilize resources and internal systems to resolve customer inquiries.
  • Use coaching framework to assess for student needs, offer clear communication of resources and processes, and engage in dialogue to ensure customer understanding of action plan or referrals to other departments as deemed necessary.
  • Contribute to positive student experience by participating in recruitment and retention initiatives.
  • Assist in collaboration with teams across campus to evaluate Customer Contact Center processes for efficiency and continuous improvement.
  • 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).

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.

Northeast Wisconsin Technical College does not offer H-1B or other work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term. If you have questions regarding this, please contact Talent and Culture.

NWTC does not discriminate on the basis of age, race, color, disability, sex, gender, sexual orientation, gender identity, national origin or other protected classes. Inquiries regarding the College’s nondiscrimination policies may be directed to the Chief Officer for Diversity, Equity, and Inclusion at (920) 498-6826 or [email protected].

 

 

 

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Job No:
Posted: 6/5/2021
Application Due: 9/3/2021
Work Type: Full Time
Salary: