Welcome Center/Switchboard Specialist

General Job Description

The Welcome Center/Switchboard Specialist is a key, front-line representative for the College who provides exemplary customer service to its external and internal customers. The Specialist provides customer service and general coverage for the college's Welcome Center/Switchboard, providing information to students, staff, and visitors on the telephone, electronically, and at the Welcome Center. The Specialist also assists with assigned office processes to support the team.

Duties

Welcome Center/Switchboard

• Greet students/customers and meet their informational needs.

• Interact positively with diverse groups of people with various backgrounds and interests.

• Coordinate student traffic flow.

• Operate the College switchboard during assigned hours, which includes receiving all incoming calls and transferring the calls to the appropriate individuals.

• Responsible for checking the College switchboard voicemail during assigned hours.

• Manage emergency calls such as reporting fire alarms to maintenance staff and fire department, if necessary.

• Responsible for maintaining and updating the procedures manual for operating the College switchboard and alarm panels.

• Serve as radio contact between campus personnel and maintenance, housekeeping, and security personnel.

• Function as the primary receptionist for the College.

• Maintain the college vehicle, gas card, and key inventory for employees.

• Maintain supplies and copier in the department mailroom.

• Process student parking permits and input them in Colleague.

• Maintain the lost and found items for the College.

• Serve as the backup to the Evening Welcome Center/Switchboard Specialist, as needed.

• Scan, index, and quality control check assigned documents in student's permanent files.

• Assist students with online application, FAFSA, student email, and etc.

• Assist with registration activities.

• Work effectively by being able to multi-task and with frequent interruptions.

• Maintain comprehensive knowledge of Randolph Community College's instructional programs, student services processes, events, and off-campus centers.

• Communicate accurate, comprehensive, and timely information to students, potential students, and visitors.

• Maintain a Tier 1 working knowledge of all student services areas.

Administrative

• Maintain adequate supplies of college material for the Welcome Center.

• Use computers and related software for word processing, spreadsheets, and database management.

• Assist students with student forms (e.g., change of address form, financial aid forms, and veterans benefit forms).

• Assist with grouping/preparing financial aid, veterans affairs, and registration & records documents together for back-office staff to review and process.

• Provideclerical assistance as assigned by the supervisor.

• Coordinate and supervise the assigned Federal Work Study position, as needed.

• Assist with managing student communications processes (e.g., texting, email, etc.), as needed.

• Assist with application processing (e.g., CCP applications), as needed.

• Assist with forms processing (e.g., Change of Major), as needed.

Customer Service

• Practice exemplary student customer service skills.

• Practice exemplary colleague customer service skills.

Required and Preferred Qualifications

Required:

• High School diploma or equivalent.

• One year of customer service experience.

Preferred:

• Associate degree from a regionally accredited institution.

• Two years of customer service experience.

• One year of student services experience.

• One year of experience using the North Carolina Community College's student information system.

College Requirements of all Employees

• Demonstrated excellence in written, oral, and interpersonal communication skills.

• Demonstrated commitment to diversity, equal opportunity, and the academic, intellectual, and social development of all students and employees.

• An understanding of and commitment to the comprehensive community college philosophy and mission.

• Treats others respectfully, speaks to others courteously, and behaves in such a way that creates a workplace environment that is marked by trustworthiness, honest but polite communication, and interpersonal interactions that are both personally cordial and professionally appropriate.

• Acts as a team player when working with any and all employees of the College.

• Serves on institutional committees as appointed by the President.

• Performs other duties and responsibilities as needed.

• Annually review all Randolph Community College safety rules and policies and be familiar with all emergency safety procedures.

• Promote good safety habits and be compliant with OSHA safety regulations.

• Randolph Community College conducts a background check and drug screening on all full-time new hires.