Contact Center Information Specialist

Compensation:

Compensation Type:
Hourly
Employment Type:
Regular
Grade:
NE05
Position Summary
The Contact Center Information Specialist I is responsible for providing accurate and timely information to customers through various communication channels, such as phone, email, or chat. This role focuses on promptly resolving inquiries and issues raised by students, staff, faculty, and external customers on a first-contact basis. The Information Specialist I serves as a vital resource for individuals seeking information, guidance, or support related to both internal and external programs, resources, and services offered by CNM. This position maintains customer databases, update records, and collaborate with other departments to address customer needs effectively.

• Answers main phone line as college phone operators and responds to incoming calls with accurate information.
• Directs phone calls to various Student Success departments and college divisions including Financial Services Cashier, Bookstore, Learning Center, Testing Center, Center of Workforce Development, and Adult Basic Education.
• Ensures customers needing assistance in the disability resource center are transferred directly to a representative.
• Informs customers about student resources, college events, programs, campus locations, housing, and social support services.
• Directs customers through web-based tutorials to appropriate program staff and assists with CNM website navigation.
• Interacts, assists, and communicates with customers online through instant chats, email responses, and teams chat, utilizing MS SharePoint and other communication tools.
• Explains financial aid programs, scholarships, processes, and provides disbursement information to students and parents.
• Provides assistance and information about financial need, indebtedness, and responsibilities associated with obtaining grants, loans, and scholarships.
• Assists students with registration activities, residency information, and online services.
• Screens and assists students in scheduling appointments for advisors, counselors, financial aid, and other division staff.
• Initiates outbound call campaigns to improve student experience and support enrollment strategy.
• Performs administrative support functions, including updating database records, completing online forms, and preparing reports using customer relations management, Banner student system, and Argos.
• Maintains knowledge of institutional and community-based programs, resources, and support services.
• Serves as an information resource related to Contact Center operations, systems, and programs, and participates in departmental and division meetings, quality improvement programs, and institutional initiatives.
• Reviews and delivers accurate information regarding student scholarship applications and supports students in financial aid programs.
• Provides direction and assistance to students by supporting the One-Stop.
• Guides prospective students in completing admission documents and refers them to appropriate college personnel.
• Collaborates with Financial Aid department, Financial Services Cashier, and Enrollment Services on various matters.
• Attends regular training sessions, reports suspicious behavior, and assists with campus events and special projects.
• Conducts college business professionally and ethically, communicating effectively with students, employees, faculty, and the general public.
• Performs other related duties as assigned.

• High school diploma or equivalent and Call center experience
• Upon successful completion of Contact Center Information Specialist Certifications and one (1) year in a Contact Center Information Specialist role with the college, Contact Information Specialist employees are automatically considered for reclassification into a Contact Center Information Specialist II position.
• Preference: Bilingual Spanish and English
• Shift Monday- Thursday 10 am-7 pm, Friday 8 am-5 pm, Occasional Saturday
• Best Consideration 6/9/25