Title: Assistant I, Information Center

Department: DT Student Affairs

Campus Location: Trinity River Campus

Employee Classification: CLR - Clerical

Position Type: FT - Regular

Grant Funded: No 

Compensation Details:  Starting Pay - $37,900

Work Hours: Monday- Thursday 10 a.m. to 7 p.m. and Friday 8 a.m. to 5 p.m.
Required: Occasional Saturday shift 9 a.m. to 1 p.m.

Remote Eligible: This position is not eligible for remote work

Special Instructions to Applicant:

Job Summary:

This role 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 assigned department leader

*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 GED
⦁ One (1) year's working experience related to the Essential Performance Requirements

Preferred Qualifications:

⦁ Associate's degree or 60 college hours
⦁ At least one (1) year's working experience learning in student or academic services in a college or university setting
⦁ At least one (1) year's working experience in a dedicated call center position
⦁ Bilingual in English, Spanish, 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 representative 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 representative 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.

Accommodation/EEO Statement:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.