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Job Offer: Contact Center Specialist:University of North CarolinaJob description:Contact Center SpecialistBookmark this Posting Print Preview | Apply for this JobPlease see Special Instructions for more details.This posting will be used to fill positions as they become vacant. Please note that contact regarding applicant status may be delayed due to the department's hiring needs.This posting will fill both Permanent - Full-Time and Time-Limited - Full-Time vacancies. » 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. UNC Charlotte Benefits Information: https://hr.charlotte.edu/benefits The finalist will be subject to a Criminal Background Check. Please upload reference information including ?Names (position titles and company/institutions), addresses, phone numbers, and email addresses of at least ?two? current/previous managers. » The Search Committee will not contact references without first verifying permission with the finalist . Please ensure your full range of knowledge, skills, abilities, practice, and education are listed on your application. » Do not write ?see resume' on your application when completing the job tasks section. When answering the questions at the end of the application, please ensure your application reflects the knowledge, skills, abilities, and practices to support your answers (see the job tasks section of previous employment). 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 practice. Position InformationGeneral InformationVacancy Open to All Candidates Employment Type Time Limited - Full-time If time-limited, note appointment end date Hours per week 40 Months per year 12 Position Number CCS002 NC income Grade Equivalency GN07 Classification Title Student Services Specialist Working Title Contact Center Specialist income Range $39,058 - $47,380 Anticipate Hiring Range $39,058 - $47,380 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 weekends and nights as required for Student Event Days. Hybrid teleworking schedule eligibility occurs after prosperous completion of training, demonstration of consistent proficiency and HR approval. capability for flexibility to provide coverage for recruitment and enrollment events all over the year that are outside of the general working hours for this position. 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 all over the year. The primary purpose of the Niner Central Student Services and Care Management 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 tasks as assigned. The Student Services and Care Management 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 holistically review their record and issues and resolve or provide guidance on multiple issues. This position provides essential feedback and recommendations regarding continuing process management and improvement of the Niner Central department. These vacancies are either time-limited or permanent positions. Minimum Education/practice Required Minimum Appropriate qualifications: Bachelor's degree; or equivalent combination of training and practice. All degrees must be received from appropriately accredited institutions. University Preferred Appropriate qualifications: Graduation from a four-year college or university and two years of administrative or office management practice in the student services or related field; or equivalent. Essential Job tasks As a Student Services Specialist at UNC Charlotte, your function is to deliver an extraordinary customer service practice for our students and families making Information technology easier to navigate their college practice. You will: » prosperously complete approx 12 weeks of a scheduled, instructor-led, collaborative training plan and prosperously achieve service proficiency within 90 days of training completion » Serve as an ambassador for the University presenting a warm, welcoming, approachable, and supportive environment for all our students, their families, and campus guests » Demonstrate agility and flexibility in a student-focused, inclusive, and diverse team culture » Contribute to student enrollment, recruitment, and retention goals by delivering an extraordinary service practice and accurately managing a high volume of requests via phone, email, chat, and in-person and virtual meetings. » Listen effectively, accurately gather and correctly interpret information from students/families to respond to requests related to admissions, registration, financial aid, billing and payments, and other Enrollment or campus office services. » Multi-task to manage requests in a timely manner with best practices for de-escalation and call management ensuring first-level resolution by communicating instructions clearly and concisely regarding University policies and procedures » Participate and present information at Student Event Days including open houses and orientation sessions. » Research and interpret information from a centralized knowledge-base 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 » Demonstrate practice and the following skills, abilities, and Special Skills: » capability to relate to customers in a professional and courteous manner with a warm, friendly, and supportive tone. » Commitment to service and going the extra mile to create an extraordinary customer practice to support students and families. » capability to convey confidence and manage requests with 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 multiple computer applications accurately and quickly to document information and tasks completed. » Assist with identifying, developing, and improving processes along with creating and/or editing forms and publications. » capability to work calmly under pressure and meet deadlines; keep accurate records and maintain confidentiality. » capability to demonstrate flexibility, collaboration, professional maturity, and teamwork to adjust and respond in a fast-paced environment. » capability to effectively receive feedback and coaching for continuous growth and improvement. » Other tasks and responsibilities may be assigned in support of the needs of students and their families. Departmental Preferred practice, Skills, Training/Education » Bachelor's degree and previous practice in higher education preferred. » One to three years of high-volume phone operations in a fast-paced inbound contact center environment is essential (multi-channel contact center environment practice is a plus). » Extraordinary customer service skills, with practice in a high-performance, high-volume contact center environment. » capability to prosperously adhere to 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 with attention to detail. » Demonstrated success managing multiple systems and applications and technical aptitude. » Salesforce practice is a plus. » Contribute to a healthy workplace and team environment with a positive attitude, professional demeanor, time management, and organizational skills. » Demonstrated practice and success in de-escalation. Necessary Licenses or Certifications Work Location Hybrid teleworking schedule Posting date 08/23/2024 Closing date 09/06/2024 Proposed Hire Date 10/07/2024 Contact Information Special Notes to candidates This posting will be used to fill positions as they become vacant. Please note that contact regarding applicant status may be delayed due to the department's hiring needs. This posting will fill both Permanent - Full-Time and Time-Limited - Full-Time vacancies. » 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. UNC Charlotte Benefits Information: https://hr.charlotte.edu/benefits The finalist will be subject to a Criminal Background Check. Please upload reference information including ?Names (position titles and company/institutions), addresses, phone numbers, and email addresses of at least ?two? current/previous managers. » The Search Committee will not contact references without first verifying permission with the finalist . Please ensure your full range of knowledge, skills, abilities, practice, and education are listed on your application. » Do not write ?see resume' on your application when completing the job tasks section. When answering the questions at the end of the application, please ensure your application reflects the knowledge, skills, abilities, and practices to support your answers (see the job tasks section of previous employment). 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 practice. Posting Specific QuestionsRequired fields are indicated with an asterisk (*).» * How did you hear about this employment opportunity? » UNC Charlotte Website » HERC Job Board » Inside Higher Education » Circa (formerly known as Local JobNetwork) » Another Website » Agency Referral » Advertisement/Publication » Personal Referral » Other » Where did you lgain about this posting? (Open Ended Question) » * What high (50 requests daily) volume contact center organizations have you worked for previously? Please describe your job tasks in the organizations. (Open Ended Question) » * Do you have previous practice in higher education industry? If yes, please explain your practice. (Open Ended Question) » * Do you have 2 years practice in customer service? » No » Yes » * Please describe your customer service skills and your knowledge of ?customer service.? (Open Ended Question) » * Do you have previous practice using Salesforce? » No » Yes Applicant DocumentsRequired Documents» Resume / Curriculum Vitae » Cover Letter / Letter of Interest » Contact Information for ReferencesOptional Documents Skills:
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