Central Piedmont is currently accepting applications for the position of
Customer Service Representative - (Student Information Call Center)
Job ID: req5155
Position Closing Date: December 30, 2022 or Open Until Filled

GENERAL FUNCTION AND JOB DUTIES

• COVER LETTER IS REQUIRED FOR THIS POSITION

General Function

Provide customer service via telephone, internet, fax and mail. Assist with general questions, verify student information, refer customers to appropriate departments.

Characteristic Duties and Responsibilities

1. Provides friendly, timely, and accurate customer service and information to students, faculty, staff, and community members.

2. Assesses callers’ basic needs and interests.

3. Helps students navigate onboarding, registration, and college processes.

4. Participates in a case management approach using AVISO to track student progress; communicates and collaborates with students, faculty and staff to ensure student learning and success.

5. Verifies information in master files. and notifies Admissions of any needed updates.

6. Answers calls and discusses course requirements and/or prerequisites.

7. Notifies Director of any updates needed for the Student Affairs Knowledge Base.

8. Verifies important College dates (i.e. beginning of Registration, semester start dates, tuition due dates, drop/add dates, etc.).

9. Responds to email requests as required. Emails relevant information to callers.

10. Other duties as assigned.

Knowledge, Skills, Abilities and Characteristics

Excellent problem-solving skills combined with the ability to deal with sometimes difficult people

Technology skills - Knowledge of keyboarding, software, internet, and e-mail

Excellent marketing, telephone and customer service skills

Excellent written skills

Detailed knowledge of college processes relating to students

Familiarity with student services offered by the college

Communication skills

Ability to work with individuals from diverse backgrounds

Ability to work productively with many different case management teams for individual students

MINIMUM QUALIFICATIONS

• COVER LETTER IS REQUIRED FOR THIS POSITION

Minimum Requirements

Requires High School Diploma or GED plus one year of customer service work experience, preferably in a Call Center environment. English/Spanish bilingual skills are preferred.

REQUIRED DOCUMENTS

• A completed Central Piedmont application must be completed on-line. During the on-line application process, applicants will be prompted to upload or build a cover letter and resume.
• College transcripts (if required for the position) must be attached on-line in the "additional documents" section of the application process.
• Applicants that do not have an electronic copy of their transcripts, or find the electronic copy is rejected on-line due to the file size, may fax their transcripts to (704) 330-6066 for attachment to the on-line application.
• All applications must be received in the Human Resources office by 11:59 p.m. on the closing date posted to be guaranteed for consideration. Applications of qualified candidates received after this date may be considered at the discretion of the hiring manager.

CONDITIONS OF EMPLOYMENT

Salary for this position is $31,473 - $42,000. Pay grade for this position is H. Initial placement for new employees is customarily at entry level through 25% percentile. Contract type is Classified. Ability to work a flexible schedule, which may include off-shift hours, evening and weekend assignments may be required of any position. All positions are subject to budget approval. Central Piedmont offers an excellent benefits package to full-time employees including Health, Dental, Vision, Retirement, Life Insurance, Flexible Spending Accounts, Education Benefits, Disability and more.

ABOUT Central Piedmont

Notice of Nondiscrimination
As a recipient of federal funds, Central Piedmont is required to comply with Title IX of the Higher Education Amendments of 1972, 20 U.S.C. § 1681 et seq. (“Title IX”), which prohibits discrimination on the basis of sex in educational programs or activities. Central Piedmont Community College does not discriminate on the basis of sex in its educational programs or activities, including in the context of admission or employment.