Position Information
General Information
Vacancy Open to All Candidates
Employment Type Time Limited - Full-time
If time-limited, note appointment end date 06/30/2023
Hours per week 40
Months per year 12
Position Number CCS001
NC Salary Grade Equivalency GN07
Classification Title Student Services Specialist - Journey
Working Title Contact Center Specialist
Salary Range $40,165 - $46,000
Anticipate Hiring Range $40,165 - $46,000
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.
Ability for flexibility to provide coverage for recruitment and enrollment
events throughout 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 throughout 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 duties 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 review their record and issues in a
holistic manner and resolve or provide guidance on multiple issues. This
position provides essential feedback and recommendations regarding ongoing
process management and improvement of the Niner Central department. These
vacancies are either time-limited or permanent positions.
Minimum Education/Experience
Required Minimum Qualifications:
Bachelor's degree; or equivalent combination of training and experience. All
degrees must be received from appropriately accredited institutions.
University Preferred Qualifications:
Graduation from a four-year college or university and two years of
administrative or office management experience in the student services or
related field; or equivalent.
Essential Job Duties
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:
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 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
The successful candidate will demonstrate experience and the following skills,
abilities and expertise:
Ability 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 experience to support students and families.
Ability 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.
Ability to work calmly under pressure and meet deadlines; keep accurate
records and maintain confidentiality.
Ability to demonstrate flexibility, collaboration, professional maturity
and teamwork to adjust and respond in fast-paced environment.
Ability to effectively receive feedback and coaching for continuous growth
and improvement.
Other duties and responsibilities may be assigned in support of the needs
of students and their families.
Familiarity with higher education environment is a plus but not required.
Departmental Preferred Experience, Skills, Training/Education
One to three years of telephone operations in a high volume inbound
contact center environment required; (multi-channel contact center
environment experience is a plus).
Skilled customer service, with experience in a high-performance, high
volume contact center environment.
Ability to successfully 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.
Technical Aptitude.
Salesforce experience a plus.
Contribute to a healthy workplace and team environment with a positive
attitude, professional demeanor, time management and organizational
skills.
Preferred Bachelor's degree.
Necessary Licenses or Certifications
Work Location Hybrid teleworking schedule
Posting date 01/01/2023
Closing date 06/30/2023
Proposed Hire Date
Contact Information
Special Notes to Applicants
As positions become available those applicants deemed as most qualified for
the vacant positions in Niner Central will be contacted for interviews.
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 supervisors.
The Search Committee will not contact references without first verifying
permission with the finalist .
Please ensure your full range of knowledge, skills, abilities, experience, and
education are listed on your application.
Do not write ‘see resume' on your application when completing the job
duties section.
If you answer the questions at the end of the application, please ensure your
application reflects the knowledge, skills, abilities, and experiences to
support your answers (see job duties section of previous employment).
Failure to answer the questions at the end of the application will not
preclude your application from being considered but may result in your
application not receiving full consideration of your knowledge, skills,
and abilities.
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 experience.
Posting Specific Questions
Required 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 learn about this posting?
(Open Ended Question)
What high (50 requests daily) volume contact center organizations have you worked for previously? Please describe your job duties in the organizations.
(Open Ended Question)
Do you have previous experience in higher education industry? If yes, please explain your experience.
(Open Ended Question)
Do you have 2 years experience in customer service?
No
Yes
Do you have previous experience using Salesforce?
No
Yes
Applicant Documents
Required Documents
Resume / Curriculum Vitae
Contact Information for References
Cover Letter / Letter of Interest
Optional Documents
