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:
Receives immediate supervision and direction from the Director of Student Access & Information Services
Exercises no supervision.
May provide direction to student employees.
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.
QUALIFICATIONS
Knowledge of:
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FERPA law.
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Customer service skills.
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Operational characteristics of an extensive phone console.
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Modern office procedures, methods and equipment.
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English usage, spelling, grammar and punctuation.
Excellent spelling, grammar and punctuation skills.
Ability to:
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Provide exceptional customer service and be able to multitask while working in a high-traffic area.
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This position requires the ability to serve multiple campus locations and front-facing spaces, including Student Services front desk, Information Desk, and Welcome Center (based on assigned schedule and department needs).
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Serve as a member of the Recruitment and Onboarding team, including frequent interaction with other team members in a pleasant and positive manner.
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Work on projects, share information, and assist other representatives.
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Establish and maintain cooperative working relationships with those
contacted in the course of work. -
Participate in training sessions regarding student recruitment, enrollment, retention, and success.
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Learn detailed College policies, procedures, events and locations.
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Operate communication tools (call center, email, texting platform, etc.) as well as related software and equipment.
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Excellent written and oral communication, ability to work in a fast paced environment, effective collaboration/critical thinking/team building/problem solving skills.
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Understanding of and commitment to the open door philosophy of the community college.
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Respond to requests and inquiries from the general public.
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Maintain effective audio-visual discrimination and perception needed for:
-making observations
-communicating with others
-reading and writing
-operating assigned equipment
Maintain physical condition appropriate to the performance of assigned duties and
responsibilities which may include the following:
-sitting for extended periods of time
-operating assigned equipment
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Operate a variety of office equipment including a computer, and familiarity with Microsoft Word, Google Suite, PowerPoint, and other frequently used computer programs.
Maintain mental capacity which allows the capability of:
-making sound decisions
-answering questions
-demonstrating intellectual capabilities
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Respond in an efficient and calm manner in emergencies.
Communicate clearly and concisely, both orally and in writing.
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Flexibility to work modified schedules multiple times throughout the year, as determined by enrollment activities and special events at the College, and when coverage is needed (i.e. during registration, new student orientation, before the start of a new semester, during recruitment events, etc.).
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Maintain composure, positive attitude, and professional demeanor at all times.
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Deal efficiently and professionally with difficult callers and stressful situations.
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Other duties as assigned.
EXPERIENCE AND TRAINING GUIDELINES
Minimum Education Required:
High School Diploma
Experience:
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.
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
STATEMENT OF NON-DISCRIMINATION
Cape Fear Community College, its faculty and staff, and the Board of Trustees are fully committed to the principles and practice of equal employment and educational opportunities. The College does not discriminate against applicants, students, or employees in any programs and activities provided on the basis of race, color, national origin, sex (including pregnancy and sexual orientation), gender (including gender identity and status as a transgender or transsexual individual), disability, religion, age, genetic information, veteran status or any other protected status as required by Title IX of the Educational Amendments of 1972, Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964 and any other applicable statutes and CFCC policies.
