Information Specialist

DEFINITION

The Information Specialist provides exceptional customer service by serving as a central point of contact for prospective and current students, faculty and staff, visitors, and the general public who have questions or need guidance navigating the college. Information Specialists provide support by performing a variety of customer service duties in-person, by phone, and electronically (email, text, live chat). Team members serve as an initial point of contact and provide information regarding CFCC programs, services, admissions steps, registration, general student onboarding support, and directional guidance and assistance for college services, events, and activities.

This position greets visitors to Student Services, assists with processing admissions and registration documents, and refers students to appropriate college resources.

• Receives immediate supervision and direction from the Director of Student Access and Information Services
• Exercises no supervision
• May provide direction to student employees

• Utilize customer service skills to provide assistance to current and potential students by sharing information regarding student-centered processes (including admissions information and enrollment steps, records and registration, basic financial aid information, direction to the appropriate employee or department, and other general student questions)
• Provide information regarding course offerings with general familiarity of college programs and services
• Assist the public and students at the Student Services front desk, Information Center, and Welcome Center at the Downtown Campus and/or North Campus
• Place outbound calls to current or potential CFCC students or other internal and external customers for registration and payment reminders, admissions information, and other call campaigns; assist with mailing of Student Services correspondence
• Provide support to prospective students with items including admissions applications, residency determinations, student portal access, short-term training class registration, student registration forms, and financial aid applications
• Assist students with navigating college resources, accessing student schedules, and locating offices, departments, and employees
• Utilize the college website, student information system (Colleague), and other internal tools to access and share information; collect and maintain data on services provided and use CRM software to interact with students and internal departments
• Respond to information requests via email, text, and live chat in a timely and accurate manner, maintaining a professional tone
• Verify, review, and process forms and documents for completeness and regulatory conformance
• Process student address changes and other updates in the Student Information System (Ellucian Colleague) and use document imaging software to record receipt of documents
• Assist New Student Navigators with event preparation, student appointment scheduling, and other administrative tasks
• Operate an extensive call center console as needed; refer and transfer calls to appropriate department personnel
• Sort and deliver mail for staff in the Student Services Division
• Represent the College with a pleasant and professional demeanor in all interactions

• Utilize a computer to complete general clerical or research assignments as needed
• Provide feedback on customer questions and interactions to the College
• Respond to student inquiries (phone, written, and in-person) in a timely and professional manner
• Perform other duties and responsibilities as required

Knowledge of:

• FERPA law
• Customer service skills
• Operational characteristics of an extensive phone console
• Modern office procedures, methods and equipment
• English usage, spelling, grammar and punctuation

Ability to:

• Provide exceptional customer service and multitask in a high-traffic environment
• Serve multiple campus locations and front-facing spaces (e.g., Student Services front desk, Information Desk, Welcome Center) based on schedule and department needs
• Be a member of the Recruitment and Onboarding team and interact with colleagues in a positive manner
• Work on projects, share information, and assist other representatives
• Establish and maintain cooperative working relationships with those contacted in the course of work
• Participate in training on student recruitment, enrollment, retention, and success
• Learn detailed College policies, procedures, events and locations
• Operate communication tools (call center, email, texting platform) and related software/equipment

• Excellent written and oral communication, ability to work in a fast-paced environment, and strong collaboration/critical thinking/problem-solving skills
• Understanding of and commitment to the open-door philosophy of the community college

• Respond to requests and inquiries from the general public
• Maintain effective audio-visual discrimination and perception for observations, communication, reading/writing, and operating…