The University of North Carolina at Charlotte Hiring for Contact Center Generalist at 380 Cone Center Full Time

Vacancy Open to:

All Candidates

Employment Type:

Permanent – Full-time

Hours per week:

40

Months per year:

12

Position Number:

001948

NC Salary Grade Equivalency:

GN06

Classification Title:

Administrative Support Specialist – Journey

Working Title:

Contact Center Generalist

Salary Range:

$36,121 – $40,000

Anticipate Hiring Range:

$36,121 – $40,000

FLSA Status:

Non Exempt

Division:

Academic Affairs

Department:

Enrollment Management (Adm)

Work Unit:

Niner Central

Work Schedule:

8:00 am – 5:00 pm; Monday – Friday with occasional evening and weekend hours required, as necessary.

Position may be deemed as ‘mandatory’ during crisis communication events as identified by the Chancellor.

Primary Purpose of Position:

Under general direction and with minimum supervision, this position provides efficient, quality customer service to students/families in a one-stop student services setting. Services encompass three main student offices: Financial Aid, Bursar (Student Accounts), and Registrar, and require general familiarity with these partners and with campus operations. This position provides initial troubleshooting for student and family issues/concerns while managing the Niner Central Student Services phone lines, front desk operations, and on-campus guest relations. Duties include creating a warm and welcoming environment at the front desk and on phone lines, opening and closing front desk activities, conducting effective document review and intake, and providing general instructions regarding various processes including payments, registration, course withdrawal, transcript requests, guest access completion, and FAFSA documentation.

Minimum Education/Experience:

Required Minimum Qualifications:

Graduation from high school and one year of related office experience; or an equivalent combination of education
and experience.

University Preferred Qualifications:

Graduation from high school and demonstrated knowledge, skills, and abilities gained through three years of specialized office experience or an equivalent combination of education and experience.

Essential Job Duties:

• Manages general phone and face-to-face requests for information available on the Niner Central or campus website.
• Completes clerical tasks including but not limited to document intake and scanning, kiosk check-in, ordering and packaging of transcripts, using computer and phone skills, including Google Suite.
• Identifies the root cause of problems and determines the best possible solutions for the customers.
• Documents daily requests and actions taken from students and supporting offices through Salesforce, escalating cases when they need to be managed by a specialist or supporting office.
• Communicates university policies and procedures to guests with minimal intervention.

Other Work Responsibilities:

• Manages incoming mail for the Niner Central Office and distributes to applicable staff.
• Filing and organization of files for Niner Central.
• Distributes aging documents to supporting offices monthly.
• Sorts aging documents for shredding monthly.

Departmental Preferred Experience, Skills, Training/Education:

• Demonstrated knowledge, skills, and abilities gained through two years of specialized office experience, or an equivalent combination of education and experience.
• At least 2 years of over-the-phone or face-to-face customer service experience
• Proficiency in technology learning, computer and phone skills including Google Suite, Banner, Talkdesk, and Salesforce experience preferred.
• Customer service and clerical experience
• Demonstrated problem-solving skills
• Excellent verbal and written communication skills

Work Location:

380 Cone Center

Posting date:

11/17/2023

Closing date:

12/01/2023

Proposed Hire Date:

01/08/2024

Special Notes to Applicants:

UNC Charlotte Benefits Information: https://hr.charlotte.edu/benefits

The finalist will be subject to a Criminal Background Check.

Please upload reference information including names, position titles and company/institutions, phone numbers, and email addresses of at least two current/previous supervisors.

* The Search Committee will not contact references without first verifying permission with the finalist.

Please ensure your full range of knowledge, skills, abilities, experience, and education are listed on your application.

* Do not write ‘see resume’ on your application when completing the job duties section.

When answering the questions at the end of the application, please ensure your application reflects the knowledge, skills, abilities, and experiences to support your answers (see the job duties section of previous employment).

Please submit a resume and cover letter with your application.

* These documents will be used to evaluate your written communication skills as well as supporting documents of your knowledge, skills, abilities, education, and professional experience.