Contact Center Specialist
UNC Charlotte
Part-Time
Closes on Saturday, April 12, 2025
Job Description
- 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.