Part-Time Customer Contact Specialist
LOCATION: Green Bay Campus
STANDARD HOURS: 24 hours per week; Monday-Thursday 11 am – 5pm. May also include one 12-6 shift during the week.
Flexibility required to meet the needs of our students
MINIMUM STARTING RATE OF PAY: $16.00/hour
Required online application available on website: www.nwtc.edu/jobs
The College is seeking to attract ethnically diverse instructors and staff who can inspire our increasingly diverse student population. 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.
POSITION SUMMARY
This position is responsible for providing clear communication and support to customers, while ensuring the customer has a satisfied 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. The Bilingual Customer Contact Specialist will assist with interpreting verbal communications, translating and creating documents to non-English speaking clients.
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 for customers regarding College services.
- Create student accounts and update student information in applicable information systems.
- Assist students in applying to a program, understanding admission program requirements, enrolling for courses, etc.
- Assist students in understanding the financial aid process and completing required documentation.
- Assist students in navigating through their self-service portal.
- Assist students in analyzing accounts to determine charges for services; collect payment or arrange for billing.
- Utilize resources and internal systems to resolve customer inquiries.
- Relay information and questions from non-English speaking clients to staff both in-person, on the phone and via email/text/chat.
- Provide additional support to Enrollment Services department deemed necessary for student success.
POSITION QUALIFICATIONS
Competency Statements (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)
Other Requirements
Bilingual – fluent in English and Somali.
NWTC does not discriminate on the basis of age, race, color, disability, sex, gender, sexual orientation, gender identity, national origin or other protected classes. Inquiries regarding the College’s nondiscrimination policies may be directed to the Chief Officer for Diversity, Equity, and Inclusion at (920) 498-6826 or equity@nwtc.edu.