Full-Time Information Helpdesk​/Switchboard Operator

Information Helpdesk & Switchboard Specialist

The Information Helpdesk & Switchboard Specialist serves as a primary point of contact and centralized information resource for Robeson Community College students, prospective students, families, visitors, employees, and community members. Reporting to the Director of Admissions, this position provides professional, welcoming, and student-centered assistance in person and by telephone while helping individuals successfully navigate College programs, services, resources, and processes. The Specialist maintains broad working knowledge of curriculum programs, Continuing Education and Workforce Development, and College services to answer general questions, provide basic student-record guidance within authorized access, assist with routine processes, and connect individuals with the appropriate College department or specialist when additional assistance is required.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as a primary point of contact and College Information Hub for students, prospective students, families, visitors, employees, and community members.
• Greet and assist individuals in a welcoming, professional, and student-centered manner.
• Operate the College's primary telephone/switchboard function, respond to general inquiries, and accurately route calls to appropriate departments and personnel.
• Assess student and visitor inquiries and provide accurate information, assistance, or appropriate referrals.
• Maintain broad working knowledge of RCC academic programs, Continuing Education and Workforce Development programs, departments, student services, campus resources, policies, procedures, locations, and important dates.
• Provide general guidance regarding admissions, NC Residency, transcript submission, financial aid processes, academic advising, registration, student records, orientation, Continuing Education registration, and other common College processes.
• Assist students and visitors with locating forms, webpages, online resources, College offices, and appropriate personnel.
• Provide basic assistance with routine student processes and student-facing technology within established College procedures and authorized access.
• Utilize a warm handoff approach by identifying the individual's need, connecting the individual with the appropriate office or specialist, and explaining next steps when an inquiry cannot be resolved at the Helpdesk.
• Maintain current College directory information, departmental contacts, referral pathways, frequently asked questions, and other Helpdesk resources.
• Protect student information and maintain confidentiality in accordance with FERPA and College policies and procedures.
• Refer specialized matters requiring professional judgment or authorization to the appropriate College personnel.
• Participate in cross-training with College departments to maintain current knowledge of programs, services, processes, and referral pathways.
• Track common inquiries and recurring student navigation concerns to help identify opportunities for improved communication, processes, and service delivery.
• Assist with orientation, registration, recruitment activities, special events, and other College initiatives as assigned.
• Perform other duties consistent with the position as assigned by the Director of Admissions.

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent customer service, interpersonal, verbal, and written communication skills.
• Ability to learn and maintain knowledge of College programs, services, policies, procedures, and resources.
• Ability to explain College processes clearly and in understandable language.
• Strong problem-solving, organizational, and student-navigation skills.
• Ability to determine when an inquiry can be resolved directly and when referral to a specialist is necessary.
• Ability to work effectively with individuals from diverse backgrounds and maintain professionalism in challenging interactions.
• Proficiency with computers, telephone systems, databases, and standard office technology.
• Ability to learn student information systems such as Ellucian Colleague/Datatel.
• Knowledge of or ability to learn FERPA and other student confidentiality…