Contact Center Specialist

University of North Carolina Charlotte

$39,058 - $48,823

United States, North Carolina, Charlotte

Jun 10, 2025

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 position may be eligible for a telework schedule within 90 days following the completion of training and once onboarding into position is complete and with supervisor approval.

This position is for UNC Charlotte Permanent employees only.

* Please do not apply for this position if you are not a current UNC Charlotte Permanent employee. Your application will not be considered.

Position Information

General Information

Vacancy Open to	UNC Charlotte Employees Only
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 - $48,823
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.
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 will 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 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. University Preferred Qualifications: Graduation from a four-year college or university and two years of administrative or office management experience in the student services or related field; or equivalent. All degrees must be received from appropriately accredited institutions.
Essential Job Duties	Performs a range of student services and related administrative work within the UNC Charlotte Niner Central OneStop. This position is characterized by tasks, which follow prescribed laws and guidelines as well as focusing on student academic, social, and emotional development. 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. 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. 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 accreditation agencies, counterparts and colleagues at other Universities, as well as the campus community and local and/or regional community in order to explain programming options, processes, policies, and procedures. 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). Contribute to administrative decisions regarding labor, budget management, facilities and inventory management, program expenses within current funding levels, as well as projecting future expenses for program continuation, development, and implementation.
Other Work Responsibilities	The successful candidate will demonstrate experience and the following skills, abilities and expertise: Ability to relate to customers in a professional and courteous manner with a warm and friendly 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, 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 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	Bachelor's degree and previous experience in higher education preferred. One to three years of telephone operations in a high-volume inbound contact center environment is essential (multi-channel contact center environment experience is a plus). Extraordinary customer service skills, with experience in a high-performance, high-volume contact center environment. Salesforce experience is a plus. Demonstrated excellent written and verbal communication skills with strong attention to details. Skilled customer service, with experience in a high performance, high volume contact center environment. Demonstrated success managing multiple systems and applications and technical aptitude. Contribute to a healthy workplace and team environment with a positive attitude, professional demeanor, time management, and organizational skills. Ability to successfully adhere to a structured schedule during the operating hours of 7:30 to 5:30 pm (8-hour shift assignments) M-F and on occasions as required for Student Event Days.
Necessary Licenses or Certifications
Work Location	380 Cone Center
Posting date	06/09/2025
Closing date	06/17/2025
Proposed Hire Date	06/30/2025
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 position may be eligible for a telework schedule within 90 days following the completion of training and once onboarding into position is complete and with supervisor approval. This position is for UNC Charlotte Permanent employees only. * Please do not apply for this position if you are not a current UNC Charlotte Permanent employee. Your application will not be considered.

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)
*
This posting is for UNC Charlotte permanent employees only. Are you a current UNC Charlotte permanent part-time or full-time employee?
- No
- Yes
*
How many years of telephone operations experience in a high-volume inbound contact center environment do you have? (multi-channel contact center environment experience is a plus; please ensure that your experience is clearly stated on your application and resume.)
- 0 - 1 years
- 1 - 3 years
- 3 - 5 years
- 5 - 8 years
- 8 - 10 years
- 10 plus years
- Experience also includes multi-channel contact center environment
*
Do you have a Bachelor's degree; or equivalent combination of training and experience.
- Yes - Bachelor's degree or Higher
- Yes - Associate'd degree with at least two years relative experience to the position
- Yes - High School/GED with at least four years relative experience to the position
- No
*
The work schedule for this position is as follows:
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.
Are you available to work this posted schedule with the listed flexibility needed?
- Yes
- No

Applicant Documents

Required Documents

Resume / Curriculum Vitae
Cover Letter / Letter of Interest
Contact Information for References

Optional Documents