What are the responsibilities and job description for the Coordinator, College Information and Customer Relations position at Guilford Technical Community College?
Job Title Coordinator, College Information and Customer Relations Status Regular Full Time/Part Time Full-time Location Job Description
The Coordinator of College Information and Customer Relations oversees the College Information Center to ensure excellent customer service and accurate information for students and the public. This role includes supervising College Information Center, managing schedules, training, evaluations, and leading customer service initiatives. The coordinator also handles technical services, monitors and recommends process improvements, coordinates with marketing on communications, and participates in meetings, committees, and professional development. The position requires strong knowledge of institutional policies, academic programs, and registration systems, as well as confidentiality and independence. Serving as a liaison within Student Services, the coordinator supports division goals and reports to the Associate Vice President - Student Onboarding and Admissions & Deputy Title IX Coordinator for Students.
Min Salary 54,222.94 Mid Salary 61000.82- We offer a competitive salary package that will be determined based on the candidate's experience level and qualifications related to the job. Compensation will be commensurate with your level of experience. Duties/Functions
Difficult Challenges
Required
The following (compliance) training is required and must be completed within the first 30 days of hire with annual refresher training thereafter:
Physical Activity: Primarily sitting
Environmental Hazard(s): <15%
Lifting: <=20lbs. Posting Type Staff
The Coordinator of College Information and Customer Relations oversees the College Information Center to ensure excellent customer service and accurate information for students and the public. This role includes supervising College Information Center, managing schedules, training, evaluations, and leading customer service initiatives. The coordinator also handles technical services, monitors and recommends process improvements, coordinates with marketing on communications, and participates in meetings, committees, and professional development. The position requires strong knowledge of institutional policies, academic programs, and registration systems, as well as confidentiality and independence. Serving as a liaison within Student Services, the coordinator supports division goals and reports to the Associate Vice President - Student Onboarding and Admissions & Deputy Title IX Coordinator for Students.
Min Salary 54,222.94 Mid Salary 61000.82- We offer a competitive salary package that will be determined based on the candidate's experience level and qualifications related to the job. Compensation will be commensurate with your level of experience. Duties/Functions
Difficult Challenges
- Applying Judgment
- Resolving Conflicts
- Remaining up-to-date with all changes that are made across all the campuses in order to ensure the right information is being provided to customers.
- Dealing with a high volume of calls during periods when deadlines are due or when problems arise that the staff has no control over, such as inclement weather or the website is not working properly.
- Call Center staff
- Customers via phone
- Customers via the reception desk
- Faculty
- Various department personnel across all campuses
- Bachelor's degree from an institutionally accredited college/university
- A bachelor's degree in Business Administration, Computer Information Systems, Education, Psychology, Social Work, or Sociology from a regionally-accredited post-secondary institution
- A minimum of two years of experience in a high-volume call center environment
- Two to five years of experience in a high-volume call center environment in a supervisory role
- One year of previous supervisory experience
- Strong written and oral communication skills
- Excellent interpersonal skills especially those in the areas of collaboration, empathy, conflict resolution, problem solving and decision making
- Proficient computer skills
- Strong organizational skills with the ability to engage in multiple projects at a time
- Confident public speaking and delivering presentations
- Critical thinking and problem-solving
- Time management
- Dependability, creativity, and a strong work ethic
- An inclusive student-centered philosophy of providing services and resources
- Ability to motivate and teach others
- Proficiency in a second language, preferably Spanish
Required
The following (compliance) training is required and must be completed within the first 30 days of hire with annual refresher training thereafter:
- Ethics
- Safety/Shooter on Campus
- Personal Information Protection Training (PIP)
- Anti-Discrimination/Harassment & Title IX
- Other training may be required as determined applicable.
Physical Activity: Primarily sitting
Environmental Hazard(s): <15%
Lifting: <=20lbs. Posting Type Staff
Salary : $54,223 - $61,001