Part-Time College Contact Center Agent

Davidson-Davie Community College (DDCC) is an award-winning institution known for a commitment to excellence and student success. We are dedicated to providing a high quality education designed to prepare students to live and work in an increasingly interconnected world. To this end, we celebrate the value of a diverse faculty and staff and encourage applicants from diverse backgrounds to apply. Davidson-Davie faculty and staff are passionate about equity and our responsibility to work with each unique student to support them in successfully attaining their goals.

Our benefits and other resources make it possible to excel both professionally and personally. We are a dynamic community that supports and celebrates the success of all of its members. The future is here!The Part-time College Contact Center Agent position assists current and prospective students with enrollment procedures and services, general financial aid support, student records support, the NC residency determination process, and other related information technology support. The position involves collaboration with faculty, staff, students, schools, and the community by providing top-notch communication and service to help support enrollment and retention of students at Davidson-Davie Community College. This position reports to the Assistant Director, Enrollment Strategy & Services with the following primary functions:

• Provide exceptional customer service by phone, text, chat, email, and other means to support the college community

• Maintain current knowledge of enrollment services: admissions application processes, financial aid, student records and recordkeeping, and academic and continuing education opportunities at the College

• Provide technical support to complete admissions applications, NC residency process, and financial aid documents along with other processes related to admissions, including making appropriate referrals to College departments from admissions inquiries

• Communicate with students through targeted stages of the enrollment cycle

• Utilize and understand IT systems managed and used by the enrollment area that maintain student data

• Maintain prospective student information and case notes to provide a supported student experience

• Support enrollment services team projects and outreach campaigns

• Maintain confidentiality and compliance with FERPA regulations, carefully monitoring student records at the workstation for security, accuracy, and properly store all student records in compliance with state and federal law

• Participate in professional development appropriate to the functions of the position and professional interests

• Maintains high level of sensitivity, understanding, and respect for a diverse academic environment, inclusive of students, faculty, and staff of varying social, economic, cultural, ideological, and ethnic backgrounds

• Performs other duties as assigned that achieve the mission and initiatives of the college

• Supports the mission, vision, and values of the College and attends College events and meetings

Minimum Qualifications Required:

• Associate's degree from a regionally accredited institution
• 1 to 2 years of experience in a call center or other high call volume environment

Preferred Qualifications:

• Experience in financial aid, admissions or other related student services area within a higher education setting

• Proficiency in Customer Relationship Management (CRM) software or relevant experience utilizing CRM systems.

• Experience using Ellucian Colleague or similar Student Information Software (SIS)

• Spanish language proficiency

• Demonstrated commitment to equity and ability to work with diverse populations

ADA Summary: ADA requirements for this position include critical thinking skills with the ability to process information and exercise good judgment in the collection, evaluation, and analysis of data, and student assessment, curriculum development, and program review.  Other requirements include ease of mobility in supervising students in classroom/lab settings, carrying supplies and other instructional materials, ability to move, climb, or crawl under equipment, use of keyboard, effective use of all forms of communication (oral, written, visual, auditory), and the ability to perform general teaching and office duties and travel to other campus locations.

DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.