Customer Contact Specialist - Sturgeon Bay
Northeast Wisconsin Technical College

Job Info

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We believe every member on our team enriches our diversity by exposing us to a broad range of ways to understand and engage with the world, identify challenges, and to discover, design, and deliver solutions. We value the ability to serve students from a broad range of cultural heritages, socioeconomic backgrounds, genders, abilities, and orientations. Therefore, we seek applicants who demonstrate they understand the benefits of diversity in a higher education community. Consideration will be given to equity-minded individuals committed to collaborating with faculty, staff, administration, students, and community partners who are also committed to closing equity gaps. You belong here. See why you will love working at NWTC.

Department: Enrollment Services, Sturgeon Bay

Reports To: Regional Manager

FLSA Status: Non-Exempt

Amount of Travel Required: 1-2 times per month

Salary Grade: C

Positions Supervised: None

Job Profile #: JC100322

LOCATION: Sturgeon Bay

STANDARD HOURS: 37.5 Hours per week; Typical hours Monday-Thursday 8:30 a.m. - 4:30 p.m. and Friday 8:00 a.m. - 4:00 p.m.; Flexibility required to include other evening and/or weekend hours, as necessary.

PAY RANGE: $22.90 - $24.69 per hour

*Salaries/Wages for all finalists (internal and external) will be placed within the range based upon education, experiences, current wages, and internal equity.

POSITION SUMMARY

Interact with customers to provide information in response to inquiries about the College, enrollment, student finance, financial aid, appointments, etc.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the functions identified in the job description.

Essential Functions Statement(s)

• Serve as the first point of contact to greet internal and external customers, in an appropriate manner utilizing various modalities and referring to other departments as necessary.
• Serve as liaison with Green Bay bookstore and assist with ordering or notifying of needed inventory. Stock the bookstore as needed. Serve as a liaison with Green Bay Career Services to administer Career Assessments and support student Career Development.
• Manage the Sturgeon Bay Admissions and Prospect Tracking spreadsheets completing all necessary student follow up and routinely analyzing and sharing relevant data with the Sturgeon Bay team.
• Collaborate with a variety of departments including recruitment, advising, support services, admissions and learning by attending virtual meetings and implementing outcomes appropriately.
• Attend, participate, and facilitate internal and external events, activities, committees and meetings.
• Collaborate with faculty and staff to create and maintain social media materials to promote events, programs and the campus. Maintain NWTC brand guidelines and work with the central social media team.
• Assist students in establishing and navigating a self-service account, understanding program requirements, applying to a program, paying for services and understanding the financial aid process with required documentation and scholarships. Create student accounts, enroll students and update student information as needed.
• Assist and troubleshoot basic student technology issues.
• Contribute to a positive student experience by participating in recruitment and retention activities including tours and shadows and resource fairs, maintaining Shared Harvest resources, and connecting students with internal and external resource partners.

POSITION QUALIFICATIONS

Competency Statement(s)

• Values - Demonstrate behaviors and action that support the College's values - Customer Focus, Everyone Has Worth, Passion and Inspiration, Collaboration, Emotional Intelligence, Results and Accountability, Valuing Talent and Well Being, and Ethics.
• Student Success - Demonstrate behaviors and actions that support student recruitment, retention, and student success initiatives.
• Diversity Oriented - Ability to work effectively with people regardless of their age, gender, race, ethnicity, religion, disability, socio-economic background, or job type.
• Accuracy - Ability to perform work accurately and thoroughly.
• Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Customer Oriented - Ability to take care of the customers' needs while following company procedures.
• Flexibility - Ability to adjust to changes as necessary.
• Friendly - Ability to exhibit a cheerful demeanor toward others.
• Interpersonal - Ability to get along well with a variety of personalities and individuals.
• Organized - Possessing the trait of being organized or following a systematic method of performing a task.
• Problem Solving - Ability to find a solution for or to deal proactively with work related-related problems.

SKILLS & ABILITIES

Education: Associates Degree
Experience: Two years related experience.

**An equivalent combination of education and work experience may be considered.

Cultural Competence: Demonstrated commitment to diversity, equity, and inclusion and sensitivity to and understanding of a diverse community of college students, faculty, and staff.

*NWTC welcomes candidates who currently possess the desired skills and experience and are committed to learning and growing.

Computer Skills

Microsoft Office Suite, OneNote, Instant Messaging, electronic calendar system and data management system.

Other Requirements

Ability to type 30 words per minute with 95 percent accuracy.

PHYSICAL DEMANDS

Physical Demands

Lift/Carry

Stand

O (Occasionally)

Walk

O (Occasionally)

Sit

C (Consistently)

Handling / Fingering

C (Consistently)

Reach Outward

O (Occasionally)

Reach Above Shoulder

O (Occasionally)

Climb

N (Not Applicable)

Crawl

N (Not Applicable)

Squat or Kneel

O (Occasionally)

Bend

O (Occasionally)

10 lbs or less

O (Occasionally)

11-20 lbs

O (Occasionally)

21-50 lbs

N (Not Applicable)

51-100 lbs

N (Not Applicable)

Over 100 lbs

N (Not Applicable)

Push/Pull

12 lbs or less

O (Occasionally)

13-25 lbs

O (Occasionally)

26-40 lbs

O (Occasionally)

41-100 lbs

N (Not Applicable)

N (Not Applicable)

Activity is not applicable to this occupation.

O (Occasionally)

Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day)

F (Frequently)

Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)

C (Constantly)

Occupation requires this activity more than 66% of the time (5.5+ hrs/day)

The College has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the College reserves the right to change this job description and/or assign tasks for the employee to perform, as the College may deem appropriate.

We strive to accommodate any individual who requires adjustments to ensure a fair and equal employment process. If you require specific accommodations during the application and/or screening process due to a disability or other reasons, please contact Talent and Culture at talentandculture@nwtc.edu or 920-498-6286.

Northeast Wisconsin Technical College does not offer H-1B or other work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term. If you have questions regarding this, please contact Talent and Culture.

NWTC does not discriminate on the basis of political affiliation, age, race, creed, marital status, color, religion, sex (including sexual orientation, gender identity, and gender expression), national origin, disability, veteran status, genetic testing or other applicable legislated categories, ("each a protected class"). Inquiries regarding the College's nondiscrimination policies may be directed to the Vice President for Diversity, Equity, and Inclusion at (920) 498-6826 or equity@nwtc.edu.

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