Contact Center Information Specialist

Compensation:

$15.76 -$18.91

Compensation Type:

Employment Type:

Regular

Grade:

NE05

Position Summary

Under general supervision of the Contact Center Supervisor, the Contact Center Information Specialist I provides excellent customer service, information and assistance related to a broad range of CNM services and programs. Resolves customer issues to include students, staff, faculty or external customers on a first-contact basis related to internal and external programs, resources and support services.

Duties & Responsibilities

• Provides information and assistance related to services and programs in the general call queue.
• Ensure that customers needing assistance in the disability resource center are transferred directly to a representative.
• Informs customers about student resources, college events, and programs, campus locations, housing and social support services.
• Directs customers through web-based tutorials to appropriate program staff and assists with CNM web site navigation.
• Interact assist and communicate with customers on line with instant chats, email response to customers, partner with CNM departments and utilize the instant message feature to communicate, knowledge of MS SharePoint, and other communication tools.
• Initiate outbound calls campaigns to improve student experience and support enrollment strategy.
• Performs a variety of administrative support functions, which includes updating database records; utilizing customer relation’s management and Banner student system; completing online forms; and preparing reports.
• Maintains current knowledge of institutional and community-based programs, resources and support services available to the CNM community. Completes mandatory training to ensure compliance with federal and college requirements to include FERPA compliance.
• Serves as an information resource related to Contact Center operations, systems and programs; monitors student and community information needs; and participates in a variety of departmental and division meetings, as well as quality improvement programs and processes, and other institutional initiatives.
• Provide direction and assistance to students by supporting the welcome center.
• Performs other related duties as assigned.

Minimum Qualifications:

• High school diploma or GED and six (6) months of related experience.
• Upon successful completion of Contact Center Information Specialist Certifications and one (1) year in a Contact Center Information Specialist role with the college, Contact Information Specialist employees are automatically considered for reclassification into a Contact Center Information Specialist II position.

Preferences:

• Bilingual

Best Consideration Date: 1/17/2024

Department: Student Succes

EEO STATEMENT:

As an EEO employer, Central New Mexico Community College will not discriminate in our employment practices based on an applicant’s race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, serious medical condition or status as a protected veteran or spousal affiliation. Central New Mexico Community College hires only U.S. citizens and individuals lawfully authorized to work in the U.S.