"Contact Center Specialist"

Contact Center Specialist

Posted: 01-Feb-26

Location: Charlotte, North Carolina

Categories: Admissions, Staff/Administrative

Internal Number: 65290

Position Number: 001943

Department: Enrollment Management (Adm)

Employment Type: Permanent - Full-time

Months Per Year: 12

Essential Duties and Responsibilities:

Employee performs a range of student services and related administrative work within UNC Charlotte Niner Central Student Services. This position is characterized by tasks, which follow prescribed laws and guidelines as well as focusing on student academic, social, and emotional development.

• Work includes managing, administering, directing, promoting, and leading activities in the areas of financial aid, registration, student accounts, campus life, and other administrative units dedicated to student service.
• Employee is responsible for managing data using a variety of technology and software applications, making independent decisions within federal, state, and university policies, interpreting, communicating, and adhering to policies and procedures, developing and establishing adequate internal controls to support legislation, evaluating patterns and recommending alternatives, student personnel management and scheduling, student development, developing and maintaining effective working relationships with and among students, parents, faculty, and staff, and other external entities and providing excellent customer service.
• This work may also include research, planning, development, and implementation of student programming in response to student and university needs.
• Work will often require extensive contact with counterparts and colleagues at other Universities, as well as the campus community to explain programming options, processes, policies, and procedures.
• Employee is required to exercise confidentiality in accordance with policy and applicable state, federal and local laws such as FERPA (Family Educational Rights and Privacy Act), PCI (Payment Card Industry), and HIPAA (Health Insurance Portability and Accountability Act).

Minimum Experience / Education:

Required Minimum Qualifications:

Bachelor's degree; or equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.

Preferred Education Skills and Experience:

• Experience working in higher education preferred.
• Telephone operations and customer service experience in a high performance, high volume inbound contact center environment required; (multi-channel contact center environment experience is a plus).
• Demonstrated technical aptitude with excellent written and verbal communication skills.
• Demonstrated professional demeanor and positive attitude when serving customers and collaborating with team members.
• Demonstrated success managing multiple systems and applications and technical aptitude; Salesforce experience is a plus.