32 Contact Center Specialist Jobs in Charlotte, NC
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UNC Charlotte is Hiring a Remote Contact Center Specialist
Ability for flexibility to provide coverage for recruitment and enrollment events throughout the year that are outside of the general working hours for this position.
Can be deemed as mandatory staff positions during crisis communication events as identified by the Chancellor.
The primary purpose of the Niner Central Student Services and Care Management Specialist position is to provide front line counseling, superior customer service and support, and holistic problem resolution in the areas of registration, financial aid, student accounts and general student inquiries. This position will provide information and service relative to policies, processes and procedures to prospective and current students, parents and other visitors, and perform other duties as assigned. The Student Services and Care Management Specialist may also manage escalated issues from Administrative Support Specialists. The position is expected to troubleshoot student issues and resolve complex issues that may cross over several departments. This position is expected to go beyond just simply answering the question a student may ask, and instead holistically review their record and issues and resolve or provide guidance on multiple issues. This position provides essential feedback and recommendations regarding ongoing process management and improvement of the Niner Central department. These vacancies are either time-limited or permanent positions.
Bachelor’s degree; or equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.
University Preferred Qualifications:
Graduation from a four-year college or university and two years of administrative or office management experience in the student services or related field; or equivalent.
All degrees must be received from appropriately accredited institutions.
- Serve as an ambassador for the University presenting a warm, welcoming, approachable, and supportive environment for all our students, their families, and campus guests
- Demonstrate agility and flexibility in a student-focused, inclusive, and diverse team culture
- Contribute to student enrollment, recruitment, and retention goals by delivering an extraordinary service experience and accurately managing a high volume of requests via phone, email, chat, and in-person and virtual meetings.
- Listen effectively, accurately gather and correctly interpret information from students/families to respond to requests related to admissions, registration, financial aid, billing and payments, and other Enrollment or campus office services.
- Multi-task to manage requests in a timely manner with best practices for de-escalation and call management ensuring first-level resolution by communicating instructions clearly and concisely regarding University policies and procedures
- Participate and present information at Student Event Days including open houses and orientation sessions.
- Research and interpret information from a centralized knowledge-base tool and document activities effectively and consistently during service delivery (Salesforce CRM a plus).
- Maintain a high level of productivity and accuracy for performance with a positive and professional demeanor and appearance in a high-volume, high-performance contact center environment.
- Demonstrate experience and the following skills, abilities, and expertise:
- Ability to relate to customers in a professional and courteous manner with a warm, friendly, and supportive tone.
- Commitment to service and going the extra mile to create an extraordinary customer experience to support students and families.
- Ability to convey confidence and manage requests with strong attention to detail, exceptional customer service skills, problem-solving, and critical thinking.
- Excellent telephone listening skills, empathy, and tone with attention to detail while multi-tasking and navigating multiple computer applications accurately and quickly to document information and tasks completed.
- Assist with identifying, developing, and improving processes along with creating and/or editing forms and publications.
- Ability to work calmly under pressure and meet deadlines; keep accurate records and maintain confidentiality.
- Ability to demonstrate flexibility, collaboration, professional maturity, and teamwork to adjust and respond in a fast-paced environment.
- Ability to effectively receive feedback and coaching for continuous growth and improvement.
- Other duties and responsibilities may be assigned in support of the needs of students and their families.
- Bachelor’s degree and previous experience in higher education preferred.
- One to three years of telephone operations in a high-volume inbound contact center environment is essential (multi-channel contact center environment experience is a plus).
- Extraordinary customer service skills, with experience in a high-performance, high-volume contact center environment.
- Ability to successfully adhere to a structured schedule during the operating hours of 7:30 to 5:30 pm (8-hour shift assignments) M-F and on occasions as required for Student Event Days.
- Demonstrated excellent written and verbal communication skills.
- Technical Aptitude.
- Salesforce experience is a plus.
- Contribute to a healthy workplace and team environment with a positive attitude, professional demeanor, time management, and organizational skills. Bachelor’s degree.
- Demonstrated excellent written and verbal communication skills with attention to detail.
- Demonstrated ability to handle fast-paced/high-volume environment.
This posting will fill both Permanent – Full-Time and Time-Limited – Full-Time vacancies.
- For Time-Limited vacancies, additional funding for positions is anticipated but not guaranteed. If the funding is received then the position will continue until approved funding has been exhausted. If the funding is not received then the position will expire at the date communicated by the hiring manager.
- The Search Committee will not contact references without first verifying permission with the finalist.
- Do not write ‘see resume’ on your application when completing the job duties section.
- 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.
Job Summary
Full Time
Colleges & Universities
$36k-46k (estimate)
05/09/2023
05/20/2024
uncc.edu
CHARLOTTE, NC
3,000 - 7,500
1946
Private
PHILIP L DUBOIS
$200M - $500M
Colleges & Universities
Related Companies
About UNC Charlotte
UNC is a research university that offers research-based educational programs.
The job skills required for Contact Center Specialist include Customer Service, Problem Solving, Written Communication, Listening, Verbal Communication, Service Delivery, etc. Having related job skills and expertise will give you an advantage when applying to be a Contact Center Specialist. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Contact Center Specialist. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Contact Center Specialist positions, which can be used as a reference in future career path planning. As a Contact Center Specialist, it can be promoted into senior positions as a Contact Center Representative IV - Inbound that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Contact Center Specialist. You can explore the career advancement for a Contact Center Specialist below and select your interested title to get hiring information.
If you are interested in becoming a Contact Center Specialist, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Contact Center Specialist for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Contact Center Specialist job description and responsibilities
Obtain and verify information for incoming orders. Enter orders into the database with accurate information.
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Maintain the contact center database and update the contact log.
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Provide service by answering customer questions and offering assistance.
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Handle customer complaints under company guidance and seek assistance when needed.
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Offer suggestions for streamlining processes and increasing efficiency.
02/03/2022: Bangor, ME
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Contact Center Specialist jobs
Teach proper call center etiquette.
03/06/2022: Gastonia, NC
Provide knowledge management tools.
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Don’t use vague language in the job description. Instead use action verbs and concrete phrases to display the information with enthusiasm and precision.
02/28/2022: Newport News, VA
Take lots of notes while on calls.
03/02/2022: Rock Island, IL
Measure and analyse customer feedback.
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Step 3: View the best colleges and universities for Contact Center Specialist.
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