Part-Time Customer Contact Specialist at Northeast Wisconsin Technical College in Green Bay, Wisconsin

Job Description:

We believe every member on our team enriches our diversity by exposing us to a broad range of ways to understand and engage with the world, identify challenges, and to discover, design, and deliver solutions. We value the ability to serve students from a broad range of cultural heritages, socioeconomic backgrounds, genders, abilities, and orientations. Therefore, we seek applicants who demonstrate they understand the benefits of diversity in a higher education community. Consideration will be given to equity-minded individuals committed to collaborating with faculty, staff, administration, students, and community partners who are also committed to closing equity gaps.
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STANDARD HOURS: 24 hours per week; Availability to work afternoon and evening hours until 6:00 p.m. Monday-Thursday, and until 4:00 p.m. on Fridays. Position requires flexibility to work other hours as needed.

MINIMUM STARTING RATE OF PAY: $16.36/hour

*Current benefit eligible employees will be placed within the pay range based on their current rate/range.

POSITION SUMMARY

This position is responsible for providing clear communication and support to customers, while ensuring the customer has a satisfying experience. This position serves as the first point of contact for customers, providing information about admissions, enrollment, student finance, financial aid, and general college information.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)

• Serve as the first point of contact to greet internal and external customers in an appropriate manner utilizing various modalities.


• Create student accounts and update student information in applicable information systems.


• Assist students in establishing and navigating through their self-service portal, applying to a program, understanding admission program requirements, scheduling appointments, enrolling for courses, etc.


• Assist students in understanding the financial aid process and completing required documentation as well as analyzing accounts to determine charges for services, collect payment, arrange for billing, etc.


• Utilize resources and internal systems to resolve customer inquiries.


• Use coaching framework to assess for student needs, offer clear communication of resources and processes, and engage in dialogue to ensure customer understanding of action plan or referrals to other departments as deemed necessary.


• Provide additional support to Enrollment Services department deemed necessary for student success.

POSITION QUALIFICATIONS

Competency Statement(s)

• Values - Demonstrate behaviors and action that support the College's values - Customer Focus, Everyone Has Worth, Passion and Inspiration, Collaboration, Emotional Intelligence, Results and Accountability, Valuing Talent and Well Being, and Ethics.


• Student Success - Demonstrate behaviors and actions that support student recruitment, retention, and student success initiatives.


• Diversity Oriented - Ability to work effectively with people regardless of their age, gender, race, ethnicity, religion, disability, socio-economic background, or job type.


• Accuracy - Ability to perform work accurately and thoroughly.


• Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.


• Communication, Oral - Ability to communicate effectively with others using the spoken word.


• Customer Oriented - Ability to take care of the customers' needs while following company procedures.


• Tactful - Ability to show consideration for and maintain good relations with others.


• Working Under Pressure - Ability to complete assigned tasks under stressful situations.


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SKILLS & ABILITIES

Education: Associates Degree

Experience: Two years related experience

**An equivalent combination of education and work experience may be considered

Computer Skills:

Microsoft Office Suite, OneNote, Instant Messaging, electronic calendar system and data management system (PeopleSoft preferred)

Cultural Competence: Demonstrated commitment to diversity, equity, and inclusion and sensitivity to and understanding of a diverse community of college students, faculty, and staff.

*NWTC welcomes candidates who currently possess the desired skills and experience and are committed to learning and growing.

PHYSICAL DEMANDS

Physical Demands

Lift/Carry

Stand

O (Occasionally)

Walk

O (Occasionally)

Sit

C (Constantly)

Handling / Fingering

N (Not Applicable)

Reach Outward

N (Not Applicable)

Reach Above Shoulder

N (Not Applicable)

Climb

N (Not Applicable)

Crawl

N (Not Applicable)

Squat or Kneel

N (Not Applicable)

Bend

N (Not Applicable)

10 lbs or less

O (Occasionally)

11-20 lbs

N (Not Applicable)

21-50 lbs

N (Not Applicable)

51-100 lbs

N (Not Applicable)

Over 100 lbs

N (Not Applicable)

Push/Pull

12 lbs or less

N (Not Applicable)

13-25 lbs

N (Not Applicable)

26-40 lbs

N (Not Applicable)

41-100 lbs

N (Not Applicable)

N (Not Applicable)

Activity is not applicable to this occupation.

O (Occasionally)

Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day)

F (Frequently)

Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)

C (Constantly)

Occupation requires this activity more than 66% of the time (5.5+ hrs/day)

The College has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the College reserves the right to change this job description and/or assign tasks for the employee to perform, as the College may deem appropriate.

We strive to accommodate any individual who requires adjustments to ensure a fair and equal employment process. If you require specific accommodations during the application and/or screening process due to a disability or other reasons, please contact Talent and Culture at talentandculture@nwtc.edu or 920-498-6286.

Northeast Wisconsin Technical College does not offer H-1B or other work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term. If you have questions regarding this, please contact Talent and Culture.

NWTC does not discriminate on the basis of political affiliation, age, race, creed, marital status, color, religion, sex (including sexual orientation, gender identity, and gender expression), national origin, disability, veteran status, genetic testing or other applicable legislated categories, ("each a protected class"). Inquiries regarding the College's nondiscrimination policies may be directed to the Vice President for Diversity, Equity, and Inclusion at (920) 498-6826 or equity@nwtc.edu.

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