Contact Center Specialist

UNC Charlotte

Part-Time
Closes on Saturday, April 12, 2025

Job Description

As a Student Services 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:
  • Successfully complete approx 12 weeks as scheduled for an instructor-led and online, collaborative training plan and successfully 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 experience and accurately managing a high volume of requests via phone, email, chat, and in-person and virtual meetings.
  • Listen effectively, accurately gather and interpret information from students/families to respond to admissions, registration, financial aid, billing and payments requests, and other Enrollment or campus office services.
  • Multi-task to manage requests promptly 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.
UNC Charlotte
Contact Center Specialist - 145214