Part-time College Contact Center Agent

The Part-time College Contact Center Agent position assists current and prospective students
with enrollment procedures and services, general financial aid support, student records
support, the NC residency determination process, and other related information technology
support. The position involves collaboration with faculty, staff, students, schools, and the
community by providing top-notch communication and service to help support enrollment
and retention of students at Davidson-Davie Community College. This position reports to the
Assistant Director, Enrollment Strategy & Services with the following primary functions:
● Provide exceptional customer service by phone, text, chat, email, and other means to
support the college community
● Maintain current knowledge of enrollment services: admissions application processes,
financial aid, student records and recordkeeping, and academic and continuing
education opportunities at the College
● Provide technical support to complete admissions applications, NC residency process,
and financial aid documents along with other processes related to admissions,
including making appropriate referrals to College departments from admissions
inquiries
● Communicate with students through targeted stages of the enrollment cycle
● Utilize and understand IT systems managed and used by the enrollment area that
maintain student data● Maintain prospective student information and case notes to provide a supported
student experience
● Support enrollment services team projects and outreach campaigns
● Maintain confidentiality and compliance with FERPA regulations, carefully monitoring
student records at the workstation for security, accuracy, and properly store all
student records in compliance with state and federal law
● Participate in professional development appropriate to the functions of the position
and professional interests
● Maintains high level of sensitivity, understanding, and respect for a diverse academic
environment, inclusive of students, faculty, and staff of varying social, economic,
cultural, ideological, and ethnic backgrounds
● Performs other duties as assigned that achieve the mission and initiatives of the
college
● Supports the mission, vision, and values of the College and attends College events and
meetings

Minimum Qualifications Required:
● Associate’s degree from a regionally accredited institution
● 1 to 2 years of experience in a high volume call center or customer service-centered
environment

Preferred Qualifications:
● Experience in financial aid, admissions or other related student services areas within a
higher education setting.
● Experience working at a community college.
● Knowledge of FERPA and best practices related to records retention, data integrity, and
compliance.
● Proficiency in Customer Relationship Management (CRM) software or relevant
experience utilizing CRM systems.
● Experience using Ellucian Colleague or similar Student Information Software (SIS)
● Spanish language proficiency.

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