Contact Center Specialist Position Available In Mecklenburg, North Carolina

Contact Center Specialist
Position Information
General Information
Vacancy Open to UNC Charlotte Employees Only
Employment Type Permanent

• Full-time
  If time-limited, note appointment end date Hours per week 40
  Months per year 12
  Position Number 001943
  NC Salary Grade Equivalency GN07
  Classification Title Student Services Specialist
• Journey
  Working Title Contact Center Specialist
  Salary Range $39,058
• $48,823
  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.
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 The primary purpose of the Niner Central Student Services 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 Niner Central Administrative Support Specialists will escalate issues of first and second level support to the Student Services Specialist. 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.

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.
All degrees must be received from appropriately accredited institutions.
Essential Job Duties Performs a range of student services and related administrative work within the UNC Charlotte Niner Central OneStop.
This position is characterized by tasks, which follow prescribed laws and guidelines as well as focusing on student academic, social, and emotional development.
Managing, administering, directing, promoting, and leading activities in the areas of financial aid, registration, student accounts, campus life, and other administrative units dedicated to student service.
Responsible for managing data; using a variety of technology and software applications.
Making independent decisions within federal, state, and university policies.
Interpreting, communicating, and adhering to policies and procedures.
Developing and establishing adequate internal controls to support legislation.
Evaluating patterns and recommending alternatives.
Student personnel management and scheduling, student development.
Developing and maintaining effective working relationships with and among students, parents, faculty, and staff, and other external entities and providing excellent customer service.
May also include research, planning, development, and implementation of student programming in response to student and university needs.
Work will often require extensive contact with accreditation agencies, counterparts and colleagues at other Universities, as well as the campus community and local and/or regional community in order to explain programming options, processes, policies, and procedures.
Required to exercise confidentiality in accordance with policy and applicable state, federal and local laws such as FERPA (Family Educational Rights and Privacy Act), PCI (Payment Card Industry), and HIPAA (Health Insurance Portability and Accountability Act).
Contribute to administrative decisions regarding labor, budget management, facilities and inventory management, program expenses within current funding levels, as well as projecting future expenses for program continuation, development, and implementation.
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 and friendly tone
Commitment to service and going the extra mile to create an extraordinary customer experience to support students and families navigating the college environment
Ability to convey confidence and manage requests with a 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 through multiple computer applications accurately and quickly to document information and tasks completed.
Assist with developing, revising, and updating processes along with creating and/or editing forms and publications
Ability to work under pressure and meet deadlines; keep accurate records and maintain confidentiality
Ability to demonstrate flexibility, collaboration, and professional maturity to adjust and respond in a fast-paced operation
Ability to receive feedback effectively for continuous 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 Bachelor’s degree and previous experience in higher education preferred.
One to three years of telephone operations in a high-volume inbound contact center environment is essential (multi-channel contact center environment experience is a plus).
Extraordinary customer service skills, with experience in a high-performance, high-volume contact center environment.
Salesforce experience is a plus.
Demonstrated excellent written and verbal communication skills with strong attention to details.
Skilled customer service, with experience in a high performance, high volume contact center environment.
Demonstrated success managing multiple systems and applications and technical aptitude.
Contribute to a healthy workplace and team environment with a positive attitude, professional demeanor, time management, and organizational skills.
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.
Necessary Licenses or Certifications Work Location 380 Cone Center
Posting date 06/09/2025
Closing date 06/17/2025
Proposed Hire Date 06/30/2025
Contact Information Special Notes to Applicants The finalist will be subject to a Criminal Background Check and/or a Motor Vehicle Report
The Search Committee will not contact references without first verifying permission with the finalist.
Please ensure your application reflects the knowledge, skills, abilities, and experiences to support your answers to the supplemental questions.
Do not write ‘see resume’ on your application when completing the job duties section.

UNC Charlotte Benefits Information:

/benefits-overview/
This position may be eligible for a telework schedule within 90 days following the completion of training and once onboarding into position is complete and with supervisor approval.
This position is for UNC Charlotte Permanent employees only.

• Please do not apply for this position if you are not a current UNC Charlotte Permanent employee.

Your application will not be considered.