Information Center Technician

Job Description Summary

Serve as initial point of contact for prospective students, current students, and visitors who contact the college via the telephone, in-person, or on the internet. Responsible for telemarketing initiatives and providing data and reports reflecting volume and activities.

Minimum Qualifications

• High School diploma, GED, or equivalent required.
• Three years of related experience or required course work/certification and or specialized skills/training.
• Experience working in a call center or a high-volume customer service company, business, or higher education institution preferred
• Associate degree preferred.

Essential Duties

• Serves as the initial point of contact for students who utilize the telephone, or internet for general information about the college.
• Provides support for students attempting to use the college’s online registration system, owl link, owl mail by helping them understand the online process and by researching obstacles encountered by the students in their efforts to enroll at a distance.
• Answers questions and provides pertinent information to prospective and current students, parents and others making inquiries and makes appropriate referrals to other college departments and offices.
• Provides exemplary customer service by maintaining a broad knowledge base of the college and its offerings in order to deal effectively with a diverse student body and college community.
• Projects a positive image of the college in general and of the Student Services cluster.
• Assists prospective and current students with form completion, scheduling and other tasks related to completion of the enrollment process.
• Supports other college departments as necessary with activities designed to increase college enrollment and retention.
• Maintains computer proficiency in a networked PC environment in order to assist with the support of web-based registration services to credit and non-credit students.
• Explains procedures to students requesting any related services provided by the office such as transcripts, enrollment verification, demographic updates and processes appropriate paperwork to accomplish these tasks.
• Works collaboratively with other offices, such as Advising and Student Accounting, to assist in the resolution of student problems and to expedite the enrollment process whenever possible.
• Assists with the office’s documentation of activities by generating reports and data in a systematic way as requested on a weekly, monthly, and annual timeline.
• Performs other related duties as assigned