Customer Contact Specialist
Northeast Wisconsin Technical College

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. You belong here. See why you will love working at NWTC.

Department: Enrollment Services

Reports To: Manager, Customer Contact

FLSA Status: Non-Exempt

Amount of Travel Required: No travel required

Salary Grade: C

Positions Supervised: None

Workday Job Profile #JC100322

LOCATION: Green Bay

STANDARD HOURS: 37.5 Hours per week; Typical hours Monday-Thursday 8:00 AM - 5:00 PM; Friday 8:00 AM - 4:00 PM; Flexibility required to include other evening and/or weekend hours, as necessary.

PAY RANGE: $22.90 - $24.69 per hour

*Salaries/Wages for all finalists (internal and external) will be based upon education, experiences, current wages, and internal equity.

POSITION SUMMARY

This position is responsible for providing clear communication and support to customers, while ensuring the customer has a high quality experience. Employee will possess knowledge of and educate students and customers on all aspects of Enrollment Services and the College specifically admissions, enrollment, student finance, and financial aid.

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 functions identified in the job description.

Essential Functions Statement(s)

• Serve as the first point of contact to greet customers in an appropriate manner using various methods including in person, on the phone, via email and live chat
• Create student accounts and update student information in applicable information systems.
• Assist students in accessing and navigating 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.
• Use coaching framework to assess student and customer 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.
• Assist in maintaining an accurate team information sharing system. Utilize resources and internal systems to resolve customer inquiries.
• Participate in recruitment and retention of student initiatives.
• Collaborate with cross-functional teams to provide a seamless customer experience.
• 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 college procedures.
• Flexibility - Ability to adjust to changes as necessary.
• Friendly - Ability to exhibit a cheerful demeanor toward others.
• Interpersonal - Ability to get along well with a variety of personalities and individuals.
• Organized - Possessing the trait of being organized or following a systematic method of performing a task.
• Tactful - Ability to show consideration for and maintain good relations with others.
• Working Under Pressure - Ability to complete assigned tasks under stressful situations.

SKILLS & ABILITIES

Education: Associates Degree
Experience: Two years related experience.

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

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.

Computer Skills

Microsoft Office Suite, specifically OneNote and Outlook, Instant Messaging, and data management system (PeopleSoft preferred).

PHYSICAL DEMANDS

Physical Demands

Lift/Carry

Stand

O (Occasionally)

Walk

O (Occasionally)

Sit

C (Consistently)

Handling / Fingering

C (Consistently)

Reach Outward

O (Occasionally)

Reach Above Shoulder

O (Occasionally)

Climb

N (Not Applicable)

Crawl

N (Not Applicable)

Squat or Kneel

O (Occasionally)

Bend

O (Occasionally)

10 lbs or less

O (Occasionally)

11-20 lbs

O (Occasionally)

21-50 lbs

N (Not Applicable)

51-100 lbs

N (Not Applicable)

Over 100 lbs

N (Not Applicable)

Push/Pull

12 lbs or less

O (Occasionally)

13-25 lbs

O (Occasionally)

26-40 lbs

O (Occasionally)

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.