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NEOGOV · 1 month ago

PT Information Specialist

Wilmington - Downtown Campus, NC

Full-time

Hybrid

Entry Level

$15/hr - $15/hr

1+ years exp

NEOGOV is seeking a PT Information Specialist at Cape Fear Community College. The role focuses on providing exceptional customer service to prospective and current students, assisting with admissions, registration, and general inquiries about college services.

GovTechHuman ResourcesInformation TechnologySoftware

Responsibilities

Utilize customer service skills to provide assistance to current and potential students by sharing information regarding student centered processes (including but not limited to admissions information and enrollment steps, records and registration, basic financial aid information, direction to the appropriate employee or department, and other general student questions)

Provides information regarding course offerings which requires general familiarity with programs and services offered by the college

Assist the public and students at the Student Services front desk, Information Center, and Welcome Center, on the Downtown Campus and/or North Campus

Place outbound calls to current or potential Cape Fear Community College students or other internal and external customers of the college for registration and payment reminders, admissions information, and other call campaigns. Assist with the mailing of Student Services correspondence including letters, postcards, and information packets

Provide support to prospective students with items including, but not limited to, admissions applications, residency determinations, student portal access, short-term training class registration, student registration forms (graduation application, change of student information, etc.) and financial aid applications

Assist students with navigating college resources, accessing student schedules, and locating specific offices, departments, and employees

Utilize the college website, student information system (Colleague), and other internal tools and resources to access and share information. Collect and maintain data on services provided and utilize the Customer Relationship Management software to interact with students and internal departments

Respond to requests for information and general college questions via email, text, and live chat in a timely manner, making sure information is up to date and accurate, and by always communicating in a professional manner

Verify, review, and process forms and other documents received or requested by Enrollment Services for completeness and conformance with established regulations and procedures

Process student address changes and other student updates in the Student Information System (Ellucian Colleague), use document imaging software to record receipt of incoming documents

Assist New Student Navigators with event preparation, student appointment scheduling, and other mission critical administrative tasks

As needed, operate an extensive call center console; refer and transfer calls to appropriate department personnel

Sort and deliver mail for all staff in the Student Services Division

Serve as a representative of the College and at all times maintain a pleasant and professional demeanor when speaking with students and members of the community

Utilize a computer to complete general clerical or research assignments as needed

Provide feedback on customer questions and interactions to the College

Responds in a timely and professional manner to student inquiries (phone, written, and in-person support)

Perform other duties and responsibilities as required

Qualification

Customer service skillsColleague (student information system)FERPA lawMicrosoft WordGoogle SuiteMultitaskingWritten communicationOral communicationTeam collaborationProblem solving

Required

High School Diploma

One year of receptionist experience is desirable

Experience in a higher education setting is preferred

Experience in a call center and/or information desk is preferred

Knowledge of FERPA law

Customer service skills

Operational characteristics of an extensive phone console

Modern office procedures, methods and equipment

English usage, spelling, grammar and punctuation

Excellent spelling, grammar and punctuation skills

Ability to provide exceptional customer service and be able to multitask while working in a high-traffic area

Ability to serve multiple campus locations and front-facing spaces, including Student Services front desk, Information Desk, and Welcome Center

Ability to serve as a member of the Recruitment and Onboarding team

Ability to work on projects, share information, and assist other representatives

Ability to establish and maintain cooperative working relationships

Ability to participate in training sessions regarding student recruitment, enrollment, retention, and success

Ability to learn detailed College policies, procedures, events and locations

Ability to operate communication tools (call center, email, texting platform, etc.) as well as related software and equipment

Excellent written and oral communication skills

Ability to work in a fast paced environment

Effective collaboration/critical thinking/team building/problem solving skills

Understanding of and commitment to the open door philosophy of the community college

Ability to respond to requests and inquiries from the general public

Ability to maintain effective audio-visual discrimination and perception needed for making observations, communicating with others, reading and writing, and operating assigned equipment

Ability to maintain physical condition appropriate to the performance of assigned duties and responsibilities

Ability to operate a variety of office equipment including a computer, and familiarity with Microsoft Word, Google Suite, PowerPoint, and other frequently used computer programs

Ability to maintain mental capacity which allows the capability of making sound decisions, answering questions, and demonstrating intellectual capabilities

Ability to respond in an efficient and calm manner in emergencies

Ability to communicate clearly and concisely, both orally and in writing

Flexibility to work modified schedules multiple times throughout the year

Ability to maintain composure, positive attitude, and professional demeanor at all times

Ability to deal efficiently and professionally with difficult callers and stressful situations