JOB
DEFINITION:
The Information Specialist provides exceptional customer service by serving as a central point of contact for prospective and current students, faculty and staff, visitors, and the general public who have questions or need guidance navigating the college. Information Specialists provide support by performing a variety of customer service duties in-person, by phone, and electronically (email, text, live chat). Team members serve as an initial point of contact and provide information regarding CFCC programs, services, admissions steps, registration, general student onboarding support, and directional guidance and assistance for college services, events, and activities. This position greets visitors to Student Services, assists with processing admissions and registration documents, and refers students to appropriate college resources.
SUPERVISION RECEIVED AND EXERCISED:
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Receives immediate supervision and direction from the Director of Student Access and Information Services
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Exercises no supervision.
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May provide direction to student employees.
EXAMPLE OF DUTIES
ESSENTIAL AND OTHER IMPORTANT FUNCTION STATEMENTS—Essential and other important responsibilities and duties may include, but are not limited to, the following:
Essential Functions:
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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);
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Provides information regarding course offerings which requires general familiarity with programs and services offered by the college;
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Assist the public and students at the Student Services front desk, Information Center, and Welcome Center, on the Downtown Campus and/or North Campus;
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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.
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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.
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Assist students with navigating college resources, accessing student schedules, and locating specific offices, departments, and employees.
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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.
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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.
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Verify, review, and process forms and other documents received or requested by Enrollment Services for completeness and conformance with established regulations and procedures;
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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;
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Assist New Student Navigators with event preparation, student appointment scheduling, and other mission critical administrative tasks;
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As needed, operate an extensive call center console; refer and transfer calls to appropriate department personnel;
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Sort and deliver mail for all staff in the Student Services Division.
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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.
Other Important Functions:
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Utilize a computer to complete general clerical or research assignments as needed.
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Provide feedback on customer questions and interactions to the College.
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Responds in a timely and professional manner to student inquiries (phone, written, and in-person support).
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Perform other duties and responsibilities as required.
SUPPLEMENTAL INFORMATION
Special Instructions to Applicants:
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This position REQUIRES UNOFFICIAL TRANSCRIPTS AND/OR TRAINING CERTIFICATIONS be submitted in addition to the application. Please have these documents ready to upload when applying.
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Candidates are required to submit OFFICIAL TRANSCRIPTS for all degrees obtained prior to their first day of work or hire date. If highest level of education is High School diploma or equivalent, proof of completion is required.
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Candidates who have obtained their education outside of the US and its territories must have their academic degree(s) validated, at their own expense, by an outside credential evaluation service as equivalent to the Baccalaureate or Master's degree conferred by a regionally accredited college or university in the United States.
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To claim veterans’ preference, all eligible persons shall submit a DD Form 214, Certificate of Release or Discharge from Active Duty, to Human Resources during the application process. Human Resources will verify eligibility.
