The Information Specialist provides exceptional customer service by serving as a central point of contact for prospective and current students, faculty and staff, visitors, and the general public who have questions or need guidance navigating the college. Information Specialists provide support by performing a variety of customer service duties in-person, by phone, and electronically (email, text, live chat). Team members serve as an initial point of contact and provide information regarding CFCC programs, services, admissions steps, registration, general student onboarding support, and directional guidance and assistance for college services, events, and activities. This position greets visitors to Student Services, assists with processing admissions and registration documents, and refers students to appropriate college resources.
Receives immediate supervision and direction from the Director of Student Access & Information Services. Exercises no supervision. May provide direction to student employees.
Essential and other important responsibilities and duties may include, but are not limited to, the following:
Other important functions include utilizing a computer to complete general clerical or research assignments as needed, providing feedback on customer questions and interactions to the College, responding in a timely and professional manner to student inquiries (phone, written, and in-person support), and performing other duties and responsibilities as required.
Qualifications include knowledge of FERPA law, customer service skills, operational characteristics of an extensive phone console, modern office procedures, methods and equipment, English usage, spelling, grammar and punctuation. Ability to provide exceptional customer service and be able to multitask while working in a high-traffic area, serve multiple campus locations and front-facing spaces, serve as a member of the Recruitment and Onboarding team, work on projects, share information, and assist other representatives, establish and maintain cooperative working relationships with those contacted in the course of work, participate in training sessions regarding student recruitment, enrollment, retention, and success, learn detailed College policies, procedures, events and locations, operate communication tools (call center, email, texting platform, etc.) as well as related software and equipment, excellent written and oral communication, ability to work in a fast paced environment, effective collaboration/critical thinking/team building/problem solving skills, understanding of and commitment to the open door philosophy of the community college, respond to requests and inquiries from the general public, maintain effective audio-visual discrimination and perception needed for making observations, communicating with others, reading and writing, operating assigned equipment, maintain physical condition appropriate to the performance of assigned duties and responsibilities which may include the following: sitting for extended periods of time, operating assigned equipment, operate a variety of office equipment including a computer, and familiarity with Microsoft Word, Google Suite, PowerPoint, and other frequently used computer programs, maintain mental capacity which allows the capability of making sound decisions, answering questions, demonstrating intellectual capabilities, respond in an efficient and calm manner in emergencies, communicate clearly and concisely, both orally and in writing, flexibility to work modified schedules multiple times throughout the year, as determined by enrollment activities and special events at the College, and when coverage is needed (i.e. during registration, new student orientation, before the start of a new semester, during recruitment events, etc.), maintain composure, positive attitude, and professional demeanor at all times, deal efficiently and professionally with difficult callers and stressful situations, and other duties as assigned.
Minimum education required is a high school diploma. One year of receptionist experience is desirable. Experience in a higher education setting is preferred. Experience in a call center and/or information desk is preferred.
Special instructions to applicants include requiring unofficial transcripts and/or training certifications to be submitted in addition to the application. Candidates are required to submit official transcripts for all degrees obtained prior to their first day of work or hire date. If highest level of education is High School diploma or equivalent, proof of completion is required. Candidates who have obtained their education outside of the US and its territories must have their academic degree(s) validated, at their own expense, by an outside credential evaluation service as equivalent to the Baccalaureate or Master's degree conferred by a regionally accredited college or university in the United States. To claim veterans' preference, all eligible persons shall submit a DD Form 214, Certificate of Release or Discharge from Active Duty, to Human Resources during the application process. Human Resources will verify eligibility.