CEWD Part-Time Instructor, Customer Service Excellence

SUMMARY

Hourly rate to be determined based on discipline. This is a Part-Time Instructor Pool in our Continuing Education Workforce Development (CEWD) department for available assignments during the academic year. This position is limited to no more than 19 hours per week. Applications are considered throughout the academic year and reviewed based on departmental needs. Should a review of your application result in the intent to pursue your candidacy, you will be contacted by phone or email for an interview.

APPLICATION STATUS

Your application status will be updated throughout the review process. If your application is still in progress, your application has not been reviewed by the hiring department.

TERMS OF EMPLOYMENT

Requires flexible work schedule to meet program needs, which may include working days, evenings and/or weekends.

If a degree, certification or licensure is required, the provision of official transcripts and/or certifications must be received in the Office of Human Resources within (30) days of hire. Applicants with academic credentials from non-U.S. accredited institutions are required to have their coursework evaluated in terms of U.S. "equivalency." All international credential evaluations must be conducted by one of the companies affiliated with the National Association of Credential Evaluation Services, Inc. (NACES®) in order to be considered for a faculty position. Applicants bear the responsibility of requesting, paying associated fees, and obtaining an original transcript evaluation for submission to the Office of Human Resources. Please refer to the NACES® website for further information (www.naces.org).

Alvin College is an equal opportunity institution and does not discriminate against anyone on the basis of race, religion, color, sex, pregnancy, gender equity, sexual orientation, parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service or veteran's status.

This is a security sensitive position and requires a criminal history and/or motor vehicle records check.ESSENTIAL JOB DUTIES

SUMMARY

Provides instruction in customer service excellence, preparing students to deliver professional, effective, and customer-focused service while building communication, problem-solving, conflict-resolution, and relationship-management skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Develop and deliver instruction in customer service principles, professional communication, and relationship management.Teach students effective verbal, written, digital, and interpersonal communication techniques for customer interactions.Instruct students in active listening, empathy, professionalism, emotional intelligence, and customer-focused communication.Teach strategies for handling difficult customers, resolving conflicts, managing complaints, and de-escalating challenging situations.Incorporate role-playing, simulations, case studies, and workplace scenarios to develop practical customer service skills.Teach students to identify customer needs, manage expectations, and develop positive customer relationships.Provide instructions in telephone, email, chat, social media, and other digital customer-service communication.Other duties as assigned. WORK ENVIRONMENT

The employee typically works in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office. Employees may encounter frequent interruptions throughout the workday.

PHYSICAL DEMANDS

The employee is regularly required to sit, talk, or hear; frequently required to use repetitive hand motion, handle or feel, and to stand, walk, reach, bend or lift up to twenty (20) pounds.

AI Statement:

Working knowledge of artificial intelligence (AI) tools and the ability to use them responsibly, ethically, and in compliance with organizational guidelines.

QUALIFICATIONS

REQUIRED QUALIFICATIONS

• Demonstrated knowledge of professional communication, customer relationship management, conflict resolution, service recovery, and customer experience principles.

• Minimum of three (3) years of experience in a related field.

KNOWLEDGE, SKILLS, AND ABILITIES

• Good communication and interpersonal skills

• Must have a working knowledge of Microsoft Office programs, as well as intermediate computer skills.

• Must be familiar with interactive teaching methods and instruction via the Internet.

PREFERRED QUALIFICATIONS

• Experience with CRM systems, customer service technologies, digital communication platforms, and emerging technologies such as AI.

• Working knowledge of Blackboard course management system

Bilingual – English/Spanish (Speak)