Contact Center Specialist

Enrollment Operations Specialist

The Enrollment Operations Specialist plays a key role in providing administrative support for all Enrollment Operations departmental functions. The specialist also contributes to departmental initiatives through report development, cross-training, and collaboration with academic and student services teams.

Receives direct supervision from the Assistant Director of Enrollment Operations. Exercises no supervisory duties.

Duties & Responsibilities (Essential Functions)

• Daily report processing and distribution
• Process registrations and contracts related to canceled, combined, or adjusted course sections.
• Monitor daily waitlist activity and registration trends across curriculum course sections.
• Support student enrollment by identifying open seats and reaching out to students on waitlists via phone, email, or CRM platforms.
• Work collaboratively with advising, academic departments, and the section-building team to ensure accurate section data and optimal course availability.
• Assist in the preparation and processing of adjunct and overload contracts for curriculum and continuing education (Economic and Workforce Development) courses.
• Assist in monitoring and tracking contract completion.
• Maintain accurate documentation and records for contracts, registrations, and other assigned tasks.
• Review and prepare daily and weekly enrollment-related reports to inform planning and decision-making.
• Support data entry and tracking needs for department initiatives, including outreach campaigns, enrollment trends, and course demand analytics.
• Assist the Payroll department in reviewing and reconciling the monthly audit of instructional contracts.
• Assist in the reconciliation of room conflicts between curriculum, continuing education (Economic and Workforce Development), events, and meetings.
• Participate in student outreach campaigns to support key enrollment milestones, including but not limited to payment reminders and enrollment verification completion.
• Assist with additional departmental outreach campaigns aligned with enrollment goals and student success initiatives.
• Participate in ongoing training to support the accurate building of course sections and understanding of department systems and workflows.
• Provide administrative support for enrollment campaigns, departmental communications, and special projects.
• Contribute to the ongoing improvement of workflow processes, documentation, and student-centered procedures.
• Support the Virtual Learning Community (VLC) and other department initiatives as assigned.
• Participate in relevant committees and working groups
• Engage in professional development and training opportunities
• Perform other related duties as assigned

Qualifications

Knowledge of:

• College enrollment and registration procedures
• Student services practices and workflow coordination
• Basic principles of data review and reporting
• Effective communication and customer service practices
• Recordkeeping and office management systems

Ability to:

• Receive direction and interpret and apply the policies and procedures of the function to which assigned
• Perform general administrative support activities, including the maintenance of appropriate files and compiling information for reports
• Type and process words at a speed and accuracy necessary for successful job performance
• Respond to routine inquiries and requests for information
• Communicate clearly and openly in a collaborative working environment
• Work independently in the absence of supervision
• Establish and maintain cooperative working relationships with those contacted in the course of work
• Interpret and apply CFCC goals, objectives, policies, procedures, rules, and regulations
• Draw solutions from both formal training and experience

Maintain effective audio-visual discrimination and perception needed for:

• Making observations
• Reading and writing
• Communicating with others
• Operating assigned equipment
• Handling varied tasks simultaneously

Maintain physical condition appropriate to the performance of assigned duties and responsibilities, which may include the following:

• Operating assigned equipment
• Handling varied tasks simultaneously

Maintain mental capacity, which allows the capability of:

• Making sound decisions
• Responding to questions
• Demonstrating intellectual capabilities

Minimum Education/Training:

• High School credential

Minimum Experience:

• 1-2+ years of experience in an institutional setting acting in an administrative support capacity involving internal and external customer service and the performance of technical tasks associated with data entry, database management, report creation, and filing and record keeping in a deadline-driven environment.

Preferred Education/Training, Experience, Skills:

• Associate's Degree or higher with a combination of equivalent experience.
• 2-3+ years related experience in an administrative support role, preferably in an educational or institutional environment.

Supplemental Information

This position REQUIRES UNOFFICIAL TRANSCRIPTS AND/OR TRAINING CERTIFICATIONS be submitted in addition to the application. Please have these documents ready to upload when applying.

Candidates are required to submit OFFICIAL TRANSCRIPTS for all degrees obtained prior to their first day of work or hire date. If highest level of education is High School diploma or equivalent, proof of completion is required.

Candidates who have obtained their education outside of the US and its territories must have their academic degree(s) validated, at their own expense, by an outside credential evaluation service as equivalent to the Baccalaureate or Master's degree conferred by a regionally accredited college or university in the United States.

To claim veterans' preference, all eligible persons shall submit a DD Form 214, Certificate of Release or Discharge from Active Duty, to Human Resources during the application process. Human Resources will verify eligibility.

STATEMENT OF NON-DISCRIMINATION

Cape Fear Community College, its faculty and staff, and the Board of Trustees are fully committed to the principles and practice of equal employment and educational opportunities. The College does not discriminate against applicants, students, or employees in any programs and activities provided on the basis of race, color, national origin, sex (including pregnancy and sexual orientation), gender (including gender identity and status as a transgender or transsexual individual), disability, religion, age, genetic information, veteran status or any other protected status as required by Title IX of the Educational Amendments of 1972, Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964 and any other applicable statutes and CFCC policies.