Information Helpdesk Switchboard Operator

Department: Admissions & Enrollment Services

Reports To: Director of Admissions and Enrollment Services

Position Type: Full-Time

Robeson Community College is seeking a friendly, knowledgeable, and service-oriented Information Helpdesk & Switchboard Specialist to serve as a primary point of contact for students, prospective students, families, visitors, employees, and community members.

This position provides professional assistance in person and by telephone, answers general questions, helps individuals navigate College programs and services, and connects them with the appropriate department or specialist when additional assistance is needed. The Specialist serves as a central information resource and helps ensure that individuals can receive the assistance they need without having to understand the College's organizational structure.

Essential Duties and Responsibilities

• Serve as a primary point of contact and College information resource for students, prospective students, families, visitors, employees, and community members.
• Provide welcoming, professional, and student-centered customer service in person and by telephone.
• Operate the College's primary telephone/switchboard function and accurately route calls.
• Assess inquiries and provide accurate information, assistance, or referrals.
• Maintain working knowledge of RCC academic programs, Continuing Education and Workforce Development, departments, student services, campus resources, policies, procedures, locations, and important dates.
• Provide general guidance regarding admissions, NC Residency, transcripts, financial aid, advising, registration, student records, orientation, Continuing Education registration, and other common College processes.
• Assist individuals with locating forms, webpages, online resources, offices, and appropriate personnel.
• Provide basic assistance with routine student processes and student-facing technology within established procedures and authorized access.
• Use a warm handoff approach by identifying needs, connecting individuals with the appropriate office or specialist, and explaining next steps.
• Maintain current College directory information, departmental contacts, referral pathways, FAQs, and other Helpdesk resources.
• Protect student information and maintain confidentiality in accordance with FERPA and College policies.
• Refer matters requiring specialized knowledge, professional judgment, or authorization to appropriate College personnel.
• Participate in cross-training to maintain current knowledge of College programs, services, and processes.
• Track common inquiries and recurring student navigation concerns to support improved communication and service delivery.
• Assist with orientation, registration, recruitment activities, special events, and other College initiatives as assigned.
• Perform other related duties as assigned by the Director of Admissions and Enrollment Services.

Knowledge, Skills & Abilities

• Excellent customer service, interpersonal, verbal, and written communication skills.
• Ability to learn and maintain knowledge of College programs, services, policies, procedures, and resources.
• Ability to explain College processes clearly and effectively.
• Strong problem-solving, organizational, and student-navigation skills.
• Ability to determine when an inquiry can be resolved directly and when referral is appropriate.
• Ability to work effectively with individuals from diverse backgrounds and remain professional in challenging situations.
• Proficiency with computers, telephone systems, databases, and standard office technology.
• Ability to learn student information systems such as Ellucian Colleague/Datatel.
• Ability to learn and apply FERPA and other student confidentiality requirements.
• Commitment to student success, service excellence, teamwork, and continuous improvement.

Minimum Qualifications

• Associate degree from a regionally accredited institution.
• Customer service or other public-facing work experience.
• Demonstrated computer and technology skills.
• Effective written and verbal communication skills.

An equivalent combination of education and directly related experience may be considered in accordance with College policy.

Preferred Qualifications

• Bachelor's degree from a regionally accredited institution.
• Experience in higher education, community college, education, government, or another service-oriented environment.
• Experience working directly with students, customers, clients, or the general public.
• Experience with a multi-line telephone or switchboard system.
• Experience with Ellucian Colleague/Datatel or another student information system.
• Knowledge of North Carolina Community College System programs and services.
• Bilingual communication skills based on institutional and community needs.

Service Expectation

The Information Helpdesk & Switchboard Specialist is expected to provide a welcoming and responsive first point of contact that helps individuals successfully navigate Robeson Community College.

LISTEN TO THE NEED. • PROVIDE ACCURATE INFORMATION. • RESOLVE WHAT CAN BE RESOLVED. • CONNECT THE INDIVIDUAL TO THE RIGHT PERSON.

The goal of the Information Helpdesk is to ensure that students, prospective students, families, visitors, and community members receive the assistance they need without having to understand the College's organizational structure.

Physical Demands

The position requires a full range of body motion, including standing/walking, bending/stooping, lifting/handling, carrying, pushing/pulling, balancing, twisting/turning, kneeling/crouching, reaching, manual dexterity, speaking/hearing, tasting/smelling, seeing, and use of hands. Requirements range from occasional to continuous depending on the activity.