New

Contact Center Generalist

University of North Carolina Charlotte

$35,608 - $44,510

United States, North Carolina, Charlotte

Feb 21, 2025

Contact Center Generalist

Please see Special Instructions for more details.

UNC Charlotte Benefits Information: https://hr.charlotte.edu/benefits

The finalist will be subject to a Criminal Background Check.

Please upload reference information including names, position titles and company/institutions, phone numbers, and email addresses of at least two current/previous supervisors.

* The Search Committee will not contact references without first verifying permission with the finalist.

Please ensure your full range of knowledge, skills, abilities, experience, and education are listed on your application.

* Do not write 'see resume' on your application when completing the job duties section.

When answering the questions at the end of the application, please ensure your application reflects the knowledge, skills, abilities, and experiences to support your answers (see the job duties section of previous employment).

Please submit a resume and cover letter with your application.

* 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.

Position Information

General Information

Vacancy Open to	All Candidates
Employment Type	Permanent - Full-time
If time-limited, note appointment end date
Hours per week	40
Months per year	12
Position Number	001948
NC Salary Grade Equivalency	GN06
Classification Title	Administrative Support Specialist - Journey
Working Title	Contact Center Generalist
Salary Range	$35,608 - $44,510
Anticipate Hiring Range	$35,608 - $40,170
FLSA Status	Non Exempt
Division	Academic Affairs
Department	Enrollment Management (Adm)
Work Unit	Niner Central
Work Schedule	8:00 am - 5:00 pm; Monday - Friday with occasional evening and weekend hours required, as necessary. Position may be deemed as 'mandatory' during crisis communication events as identified by the Chancellor.
Primary Purpose of Position	Under general direction and with minimum supervision, this position provides efficient, quality customer service to students/families in a one-stop student services setting. Services encompass three main student offices: Financial Aid, Bursar (Student Accounts), Registrar and require general familiarity with these partners and with campus operations. This position provides initial troubleshooting for student and family issues/concerns while managing the Niner Central Student Services general phone lines, front desk operations, and on-campus guest relations. Duties include creating a warm and welcoming environment at the front desk and on phone lines, opening and closing front desk activities, administrative tasks, conducting effective document review and intake, and providing general instructions regarding various processes including payments, registration, course withdrawal, transcript requests, guest access completion, and FAFSA documentation.
Minimum Education/Experience	Required Minimum Qualifications: Graduation from high school and one year of related office experience; or an equivalent combination of education and experience. University Preferred Qualifications: Graduation from high school and demonstrated knowledge, skills, and abilities gained through three years of specialized office experience or an equivalent combination of education and experience.
Essential Job Duties	The representative researches, analyzes, interprets and assists students and families at the front desk and on Niner Central generalist phone lines with instructions regarding various processes including but not limited to kiosk check in, form intake, payments, registration, financial aid, course withdrawal, transcript requests, guest access completion, and FAFSA documentation. Assists all students (Undergrad, Grad, Senior Citizen, International) with questions by researching and explaining policies/procedures for students. Assists guests with completing requests for official and unofficial transcripts. Assists students with processes on My Charlotte student portal including accepting financial aid, entrance counseling, exit counseling, master promissory note, FAFSA, obtaining tax return transcripts, and other documents needed for Financial Aid. Provides students with information regarding various administrative processes using Banner, Salesforce and the available Knowledge Base. Manages general requests for information available on the Niner Central or campus website. Documents interaction activity, action taken, and solution provided. Using customer-focused communication skills, manages all general inquiries for multiple channels including in person, general phone lines, email, and mail. Identifies whether any inquiry needs to be escalated to a Niner Central Specialist or the appropriate office on campus. Receives, reviews, scans and documents receipt of paperwork from guests turning in or mailing in various forms and documentation. Escalates review for completion when needed. The representative must analyze and troubleshoot questions using a knowledge base and different information systems and explain complex scenarios using easily understood terms to students/parents. The representative must resolve a student's issue or assess whether the inquiry needs to be escalated to a Niner Central Specialist or the appropriate office on campus. Provides office administrative support on a variety of projects and assignments.
Other Work Responsibilities	Demonstrated expertise/familiarity with technology including Salesforce, Banner and Google suite. Ability to produce spreadsheets, reports and/or documents using current software applications (i.e. Microsoft Excel, Google Sheets, Google Docs, etc.) High-level interpersonal and communication skills to interact effectively with a variety of audiences and situations. Excellent verbal and written communication skills (i.e. able to probe in order to effectively understand intended questions and actual needs). Detailed-oriented; able to pay attention to detail for accurate completion of tasks and assignments. Ability to work in a continuously changing environment and meet response timelines in a fast-paced, high volume, and confidential contact center environment. Ability to multitask.
Departmental Preferred Experience, Skills, Training/Education	Bachelor's degree or completion of a technical specialty program of two years or more is preferred. Two years of specialized office experience. Minimum of two (2) years of high volume over-the-phone or face-to-face customer service experience. Proficiency in technology learning, computer skills including Google Suite, Excel, Banner, Talkdesk, and Salesforce experience preferred. Demonstrated problem-solving skills and experience working in a fast-paced environment desired. Excellent verbal and written communication skills needed for the position. Strong attention to details.
Necessary Licenses or Certifications
Work Location	380 Cone Center
Posting date	02/20/2025
Closing date	02/27/2025
Proposed Hire Date	03/10/2025
Contact Information
Special Notes to Applicants	UNC Charlotte Benefits Information: https://hr.charlotte.edu/benefits The finalist will be subject to a Criminal Background Check. Please upload reference information including names, position titles and company/institutions, phone numbers, and email addresses of at least two *current/previous supervisors.* * The Search Committee will not contact references without first verifying permission with the *finalist. Please ensure your full range of knowledge, skills, abilities, experience, and education are listed on your application. Do not write 'see resume' on your application when completing the job duties section. When answering the questions at the end of the application, please ensure your application reflects the knowledge, skills, abilities, and experiences to support your answers (see the job duties section of previous employment). Please submit a resume and cover letter with your application. * 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.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

*
How did you hear about this employment opportunity?
- UNC Charlotte Website
- HERC Job Board
- Inside Higher Education
- Circa (formerly known as Local JobNetwork)
- Another Website
- Agency Referral
- Advertisement/Publication
- Personal Referral
- Other
Where did you learn about this posting?

(Open Ended Question)
*
Do you have any experience working with a contact prospect management software such as Salesforce?
- No
- Yes, a contact prospect management software other than Salesforce.
- Yes, Salesforce contact prospect management software.
*
Do you have high volume, of at least 50 requests daily, of customer service organization experience? If so, state the customer service organization and briefly explain your experience.

(Open Ended Question)
*
Do you have professional experience with Microsoft Office including Excel and Google Suite? If so, please rate your proficiency with both programs as either (Beginner, Intermediate or Advanced).

(Open Ended Question)

Applicant Documents

Required Documents

Resume / Curriculum Vitae
Cover Letter / Letter of Interest
Contact Information for References

Optional Documents