The Part-Time Contact Center & Admissions Specialist serves as a primary point of contact for prospective students, current students, families, employees, and community members seeking information and assistance from Davidson-Davie Community College. As part of the College's One Front Door experience, the specialist provides responsive, welcoming, and accurate support through telephone, text, chat, email, and other approved communication channels. The position is primarily responsible for Contact Center operations and first-level assistance. The specialist answers questions, helps individuals navigate College processes and technology, documents interactions and next steps, conducts appropriate follow-up, and provides warm handoffs when specialized support is needed. The position also supports selected admissions functions, including assisting with applications, reviewing and processing enrollment documents, maintaining prospective student records, and communicating with students during targeted stages of the enrollment process. This role supports enrollment, retention, and student success by creating an accessible, coordinated, efficient, and student-centered experience.

Essential Job Functions:

Serve as a primary point of contact for prospective students, current students, families, employees, and community members contacting the College. Provide exceptional customer service through telephone, text, chat, email, virtual, in-person, and other approved communication methods. Respond to general questions, identify the individual's needs, provide accurate information, and resolve inquiries at the first point of contact whenever possible. Provide warm handoffs to the appropriate College office or employee when an inquiry requires specialized assistance, approval, or decision-making. Maintain current working knowledge of College programs, services, policies, procedures, events, deadlines, and enrollment pathways, including Curriculum, Continuing Education, and College & Career Readiness. Provide general information about admissions, financial aid, residency determination, student records, registration, orientation, academic programs, continuing education, and student support services. Assist students with accessing and navigating the College's application, North Carolina Residency Determination Service, student portals, document-submission tools, and other enrollment-related systems. Support selected admissions functions, including reviewing applications and enrollment records for completeness, processing documents, identifying missing information, and communicating next steps to students. Assist students with the College's One Application and support Continuing Education and College & Career Readiness students entering through approved Fast Track processes. Communicate with prospective and current students at targeted stages of the inquiry, application, admission, enrollment, and onboarding process. Conduct outbound calls, texts, emails, and other outreach to support College enrollment, onboarding, retention, and student-success initiatives. Accurately document inquiries, services provided, referrals, follow-up needs, and student next steps in Slate and other approved College systems. Maintain accurate prospective student information and case notes to support a coordinated experience across College departments. Use Contact Center, customer relationship management, student information, knowledge-management, and other College systems necessary to perform assigned responsibilities. Monitor assigned communication queues and respond to inquiries within established service expectations. Use approved scripts, knowledge resources, and established procedures to provide consistent and accurate information. Identify recurring questions, barriers, or service concerns and share observations with the appropriate supervisor to support continuous improvement of the One Front Door experience. Support Enrollment Services projects, communication campaigns, recruitment activities, onboarding events, and other outreach initiatives as assigned. Maintain the confidentiality, accuracy, security, and appropriate handling of student information and records in accordance with FERPA, College policies, and applicable state and federal requirements. Participate in cross-training and professional development related to Contact Center operations, admissions, enrollment services, College technology, customer service, and the responsibilities of the position. Support the mission, vision, values, and strategic priorities of the College and attend College events, trainings, and meetings as required. Perform other duties as assigned that support Contact Center operations, Enrollment Services, and the mission of the College.

Your attributes:

Minimum Qualifications Required:

Associate's degree from a regionally accredited institution 1 to 2 years of experience in a high volume call center or customer service-centered environment

Preferred Qualifications:

Experience in financial aid, admissions or other related student services areas within a higher education setting. Experience working at a community college. Knowledge of FERPA and best practices related to records retention, data integrity, and compliance. Proficiency in Customer Relationship Management (CRM) software or relevant experience utilizing CRM systems. Experience using Ellucian Colleague or similar Student Information Software (SIS) Spanish language proficiency