Contact Center Specialist
Please see Special Instructions for more details.
- The finalist will be subject to a Criminal Background Check and/or a Motor Vehicle Report
- The Search Committee will not contact references without first verifying permission with the finalist.
- Please ensure your application reflects the knowledge, skills, abilities, and experiences to support your answers to the supplemental questions.
- Do not write 'see resume' on your application when completing the job duties section.
- UNC Charlotte Benefits Information: https://hr.charlotte.edu/benefits/benefits-overview/
This is a multi- position positing
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 |
001943 |
| NC Salary Grade Equivalency |
GN07 |
| Classification Title |
Student Services Specialist - Journey |
| Working Title |
Contact Center Specialist |
| Salary Range |
$39,058 - $47,380 |
| Anticipate Hiring Range |
$39,058 - $47,380 |
| FLSA Status |
Non Exempt |
| Division |
Academic Affairs |
| Department |
Enrollment Management (Adm) |
| Work Unit |
Niner Central |
| Work Schedule |
Structured schedule during the operating hours of 7:30 am to 5:30 pm Monday - Friday (8-hour shift) and on occasions weekends and nights as required for Student Event Days. Hybrid teleworking schedule.
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.
This is a multi-position posting
|
| Primary Purpose of Position |
The primary purpose of the Niner Central Student Services 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 Niner Central Administrative Support Specialists and student staff escalate issues of first and second level support to the Student Services Specialist. 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 review their record and issues in a holistic manner and resolve problems or provide guidance on multiple issues. This position provides essential feedback and recommendations regarding ongoing process management and improvement of the Niner Central department. |
| Minimum Education/Experience |
Required Minimum Qualifications:
Bachelor's degree; or equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions. |
| Essential Job Duties |
Employee performs a range of student services and related administrative work within
UNC Charlotte Niner Central Student Services. This position is characterized by tasks, which follow prescribed laws and guidelines as well as focusing on student academic, social, and emotional development.
- Work includes managing, administering, directing, promoting, and leading activities in the areas of financial aid, registration, student accounts, campus life, and other administrative units dedicated to student service.
- Employee is responsible for managing data using a variety of technology and software applications, making independent decisions within federal, state, and university policies, interpreting, communicating, and adhering to policies and procedures, developing and establishing adequate internal controls to support legislation, evaluating patterns and recommending alternatives, student personnel management and scheduling, student development, developing and maintaining effective working relationships with and among students, parents, faculty, and staff, and other external entities and providing excellent customer service.
- This work may also include research, planning, development, and implementation of student programming in response to student and university needs.
- Work will often require extensive contact with counterparts and colleagues at other Universities, as well as the campus community to explain programming options, processes, policies, and procedures.
- Employee is required to exercise confidentiality in accordance with policy and applicable state, federal and local laws such as FERPA (Family Educational Rights and Privacy Act), PCI (Payment Card Industry), and HIPAA (Health Insurance Portability and Accountability Act).
|
| Other Work Responsibilities |
The successful candidate will demonstrate experience and the following skills, abilities and expertise:
- Ability to relate to customers, team members and partners in a professional and courteous manner with a warm and friendly verbal and written tone
- Commitment to service and going the extra mile to create an extraordinary customer experience to support students and families navigating the college environment
- Ability to convey confidence and manage requests with a strong attention to detail, concise documentation, 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 through multiple computer applications accurately and quickly to document information and tasks completed.
- Assist with developing, revising, and updating processes along with creating and/or editing forms and publications
- Ability to work under pressure and meet deadlines; keep accurate records and maintain confidentiality
- Ability to demonstrate flexibility, collaboration, and professional maturity to adjust and respond in a fast-paced operation
- Ability and willingness to receive feedback effectively for continuous improvement
- Other duties and responsibilities may be assigned in support of the needs of students and their families
- Familiarity with higher education environment is a plus but not required
|
| Departmental Preferred Experience, Skills, Training/Education |
- Experience working in higher education preferred.
- Telephone operations and customer service experience in a high performance, high volume inbound contact center environment required; (multi-channel contact center environment experience is a plus).
- Demonstrated technical aptitude with excellent written and verbal communication skills.
- Demonstrated professional demeanor and positive attitude when serving customers and collaborating with team members.
- Demonstrated success managing multiple systems and applications and technical aptitude; Salesforce experience is a plus.
|
| Necessary Licenses or Certifications |
|
| Work Location |
380 Cone Center |
| Posting date |
11/25/2025 |
| Closing date |
12/03/2025 |
| Proposed Hire Date |
01/05/2026 |
| Contact Information |
|
| Special Notes to Applicants |
- The finalist will be subject to a Criminal Background Check and/or a Motor Vehicle Report
- The Search Committee will not contact references without first verifying permission with the finalist.
- Please ensure your application reflects the knowledge, skills, abilities, and experiences to support your answers to the supplemental questions.
- Do not write 'see resume' on your application when completing the job duties section.
UNC Charlotte Benefits Information: https://hr.charlotte.edu/benefits/benefits-overview/
This is a multi- position positing |
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 a Bachelors Degree or equivalent combination of training and experience?
- Yes - I have a Bachelor Degree or higher
- Yes - I have an Associates degree and at least two (2) years of experience related to position
- Yes - I have a High School Diploma/GED and at least four (4) years of experience related to position
- No
- *
What high (50 requests daily) volume contact center organizations have you worked for previously? Please describe your job duties in the organizations.
(Open Ended Question)
- *
Do you have previous experience in higher education industry? If yes, please explain your experience.
(Open Ended Question)
- *
Do you have customer service experience as it relates to this role? If so, please explain your your experience.
(Open Ended Question)
- *
Please describe your customer service skills and your understanding of "customer service."
(Open Ended Question)
- *
Do you have previous experience using Salesforce?
Required Documents
- Resume / Curriculum Vitae
- Cover Letter / Letter of Interest
- Contact Information for References
Optional Documents
|
University of North Carolina Charlotte
$39,058 - $47,380
Nov 25, 2025