Job Summary
Reporting to the Coordinator of the Information Center, the Information Center Assistant is responsible for helping new to college prospects and current students by providing excellent customer care in enrollment and technical support within a contact center environment.
Primary Duties And Responsibilities
Essential Performance Requirements*
- Provides phone, email and chat support within a contact center environment
- Ensures excellent customer care delivery through attitude, attention, passion and the ability to connect with prospects and students
- Accurately creates, escalates, and closes customer cases
- Effectively collaborates and communicates with co-workers by submitting updates and event announcements
- Accurately creates and edits knowledge base articles
Service Excellence
- Attends the workplace regularly, reports to work punctually, and follows a work schedule to keep up with the demands of the worksite
- Completes all required training and professional development sessions sponsored through Tarrant County College (TCC)
- Supports the mission, values, goals, and principles of the College
Supervision
Works under the general supervision of the Coordinator of the Information Center
- Performs Other Related Tasks as Required
The duties listed are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
Required Minimum Qualifications
- High School diploma or General Equivalency Diploma (GED)
- One (1) year's working experience in customer service
Preferred Qualifications
- Associate's degree or 60 college hours from a regionally accredited college or university
- At least one (1) year's working experience at TCC or another institution of higher learning
- At least one (1) year's working experience in a contact or call center
- Bilingual in English and French, Spanish, Vietnamese, or other foreign language in both written and verbal communications
Knowledge, Skills and Abilities
- Skilled in professional telephone etiquette with excellent oral and written communication skills
- Skilled in detail-oriented tasks
- Skilled using computerized applications and enterprise systems, including Windows and Mac OS operating systems; superb navigation skills utilizing various browser applications
- Ability to multi-task and follow procedures
- Ability to think independently and make decisions
Physical Demands and Work Environment
Physical Demands
The physical demands described here are representatives of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee is occasionally required to stand, walk, and climb or balance. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Work Environment
The work environment characteristics described here are representatives of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee occasionally works near moving mechanical parts and is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually quiet.
Accommodations
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.
Special Instructions Summary
Typical office hours for this position are as follows Monday Thursday 10:00 am 7:00 pm, Friday 8:00 am 5:00 pm, and Occasional Saturdays 9:00 am 1:00 pm. Summer Hours (mid-May to July): Monday Thursday 8:30 am -7:00 pm and Closed Friday.
Posted 07/01/2024
