Contact Center Information Specialist

Duties & Responsibilities

• Answers main phone line as college phone operators and responds to incoming calls with accurate information.
• Directs phone calls to various Student Success departments and college divisions including Financial Services Cashier, Bookstore, Learning Center, Testing Center, Center of Workforce Development, and Adult Basic Education.
• Serves as a liaison between customers needing assistance in the disability resource center and representatives.
• Informs customers about student resources, college events, programs, campus locations, housing, and social support services.
• Interacts, assists, and communicates with customers online through instant chats, email responses, and teams chat, utilizing MS SharePoint and other communication tools.
• Explains financial aid programs, scholarships, processes, and provides disbursement information to students and parents.
• Assists students with registration activities, residency information, and online services.
• Screens and assists students in scheduling appointments for advisors, counselors, financial aid, and other division staff.
• Initiates outbound call campaigns to improve student experience and support enrollment strategy.
• Performs administrative support functions, including updating database records, completing online forms, and preparing reports using customer relations management, Banner student system, and Argos.
• Maintains knowledge of institutional and community-based programs, resources, and support services.
• Serves as an information resource related to Contact Center operations, systems, and programs, and participates in departmental and division meetings, quality improvement programs, and institutional initiatives.
• Reviews and delivers accurate information regarding student scholarship applications and supports students in financial aid programs.
• Provides direction and assistance to students by supporting the One-Stop.
• Guides prospective students in completing admission documents and refers them to appropriate college personnel.
• Collaborates with Financial Aid department, Financial Services Cashier, and Enrollment Services on various matters.
• Attends regular training sessions, reports suspicious behavior, and assists with campus events and special projects.
• Conducts college business professionally and ethically, communicating effectively with students, employees, faculty, and the general public.
• Performs other related duties as assigned.

Minimum Qualifications

• A high school diploma or equivalent AND Call center experience.
• One (1) year in a Contact Center Information Specialist role with the college.

Best Consideration

07/18/26

Preference

Bilingual English and Spanish

Shift

Monday-Thursday 10 am- 7 pm
Friday 8 am- 5 pm