"Contact Center Information Specialist"

Job Description

The Contact Center Information Specialist provides accurate and timely information to customers through different communication channels, such as phone, email, or chat. You will focus on promptly resolving inquiries and issues raised by students, staff, faculty, and external customers on a first-contact basis. The Information Specialist I serves as an important resource for individuals looking for information or support related to both internal and external programs, resources, and services offered by CNM. You will maintain customer databases, update records, and collaborate with other departments to address customer needs effectively.

Duties & Responsibilities

• Answer main phone line as college phone operators and respond to incoming calls with accurate information.
• Direct phone calls to different Student Success departments and college divisions including Financial Services Cashier, Bookstore, Learning Center, Testing Center, Center of Workforce Development, and Adult Basic Education.
• Ensure customers needing assistance in the disability resource center are transferred directly to a representative.
• Inform customers about student resources, college events, programs, campus locations, housing, and social support services.
• Direct customers through web-based tutorials to appropriate program staff and assist with CNM website navigation.
• Interact, assist, and communicate with customers online through instant chats, email responses, and teams chat, using MS SharePoint and other communication tools.
• Explain financial aid programs, scholarships, processes, and provide disbursement information to students and parents.
• Provide assistance and information about financial need, indebtedness, and responsibilities associated with obtaining grants, loans, and scholarships.
• Assist 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.
• Initiate outbound call campaigns to improve student experience and support enrollment strategy.
• Perform administrative support tasks, including updating database records, completing online forms, and preparing reports using customer relations management, Banner student system, and Argos.
• Maintain knowledge of institutional and community-based programs and support services.
• Serve as an information resource related to Contact Center operations, systems, and programs, and participates in departmental and division meetings, quality improvement programs, and institutional projects.
• Review and deliver accurate information about student scholarship applications and supports students in financial aid programs.
• Provide direction and assistance to students by supporting the One-Stop.
• Guide prospective students in completing admission documents and refer them to appropriate college personnel.
• Collaborate with Financial Aid department, Financial Services Cashier, and Enrollment Services on several matters.
• Attend regular training sessions, reports suspicious behavior, and assist with campus events and special projects.
• Conduct college business professionally and ethically, communicating effectively with students, employees, faculty, and the general public.
• Performs other related duties as assigned.

Minimum Qualifications:

• High school diploma or equivalent
• AND
• Call center experience
• Upon successful completion of Contact Center Information Specialist Certifications and one (1) year in a Contact Center Information Specialist role with the college, Contact Information Specialist employees are automatically considered for reclassification into a Contact Center Information Specialist II position.
• Preference: Bilingual English and Spanish
• Best Consideration 2/07/26
• Shift Monday-Thursday 10am-7pm Friday 8am-5pm

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