Temporary Contact Center Specialist

Job Overview This is a temporary, six‑month assignment with the possibility for extension depending on departmental needs and budget availability. Compensation Pay Rate: $19.00 per hour. Qualifications Bachelor’s degree or an equivalent combination of education and experience. One to three years of telephone operations and customer service experience in a high‑performance, high‑volume inbound contact center environment (multi‑channel experience is a plus). Ability to work a structured schedule during operating hours of 7:30 am to 5:30 pm, Monday – Friday (8‑hour shift) and occasionally for Student Event Days. Demonstrated technical aptitude with excellent written and verbal communication skills. Professional demeanor and positive attitude when serving customers and collaborating with team members. Responsibilities Provide front‑line student support by assisting with administrative tasks and inquiries related to financial aid, registration, student accounts, and campus life. Execute daily operations following established federal, state, and university guidelines to support student academic and social development. Manage and update student data accurately using specialized software applications and campus technology. Interpret and communicate university policies and procedures clearly to students, parents, faculty, and staff to ensure high‑quality customer service. Collaborate with campus colleagues and counterparts at other institutions to explain programming options, administrative processes, and procedural requirements. Maintain effective working relationships across the university community to facilitate efficient service delivery and problem resolution. Assist with the implementation of student programming and research initiatives as directed to meet evolving university needs. Coordinate student personnel tasks, including basic scheduling and guidance of student workers within the unit. Ensure strict confidentiality of sensitive records in full compliance with FERPA, PCI, and HIPAA regulations. Identify and report patterns in student inquiries to supervisors, recommending practical alternatives to improve the student experience. Additional Work/Responsibilities Professionalism: interact with students, team members, and partners with a warm, courteous, and professional tone in all verbal and written communications. Customer Service Excellence: strong commitment to providing a supportive and “extra mile” experience for students and families. Accuracy & Detail: manage high‑volume requests with precision, ensuring concise documentation and thorough problem‑solving under minimal supervision. Technical Multi‑tasking: exceptional telephone and listening skills, navigate multiple computer applications simultaneously to accurately document student interactions. Operational Support: proficiency in assisting with the revision of internal forms, publications, and procedural updates as directed by permanent staff. Resilience: work effectively under pressure, meet strict deadlines, and maintain meticulous records while handling sensitive information. Adaptability: demonstrate flexibility and professional maturity to respond quickly to changing priorities in a fast‑paced office setting. Collaborative Spirit: willingness to collaborate across teams and receive constructive feedback to ensure continuous improvement in service delivery. Situational Flexibility: readiness to take on additional tasks and responsibilities as assigned to meet the immediate needs of students and their families. Campus Awareness: familiarity with a higher‑education environment is preferred to ensure smooth transition into operations. Employment Conditions Temporary staff employees are ineligible for benefits such as leave, health coverage, and state service credit; they are covered by Worker’s Compensation provisions. Any non‑permanent employee working 30 or more hours per week for at least three months is eligible to enroll in the High Deductible Health Plan within 30 days; employees working fewer than 30 hours may be eligible based on measurement periods. #J-18808-Ljbffr The University of North Carolina