As a Contact Center 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:
Manage a high volume of student and family service requests via inbound telephone calls, email, in person and virtual meetings.
Continuously learn and respond to questions regarding University policies and procedures related to admissions, registration, financial aid, billing and payments, other Enrollment or campus office services.
Gather information from students and families to effectively understand and evaluate individual circumstances ; interpret relevant policies, procedures and guidelines to identify and explain required next steps for students and families to successfully navigate the college experience.
Communicate instructions clearly and concisely to help students solve issues with applying for and accepting financial aid, billing and payment issues and registration problems in person, on the phone and in written responses to emails.
Present a warm, welcoming and approachable environment for all campus guests and serve as an ambassador for the University on a daily basis.
Participate in Student Event Days including open houses and orientation sessions and presentations.
Research and interpret information from a centralized knowledge based 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.
Minimum Experience / Education:
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.
Preferred Education Skills and Experience:
Preferred Bachelor's degree.
One to three years 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 work 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.
Salesforce experience a plus.
Portrays a positive attitude and professional demeanor.
UNC Charlotte is North Carolina's urban research institution. Our campus is located in the piedmont of North Carolina, just two hours from the mountains and three hours from the Atlantic Ocean. A large public university with a small college feel, more than 27,200 students consider UNC Charlotte’s 1,000-acre campus their home away from home.