Serves as first point of contact for Graduate School reception and phone support, handling an average of 65 calls/day with a range of topics;
Monitors Graduate School customer service agent lines and ensures adequate coverage during business hours;
The position requires an in-depth knowledge of all Graduate School policies, procedures, and processes, as well as a working knowledge of University resources for students;
Educates customers on use of graduate school website;
Keeps reception area neat and program flier receptacles stocked;
Find options or solutions to address routine challenges relating to programmatic requirements, which includes acting as first point of contact when screening calls and assisting walk-in customers;
Requires the use of critical thinking skills to anticipate solutions and offer options to unsatisfied customers, and requires the ability to remain calm and professional while allowing the customer to explain his/her situation;
Maintains consistent communication with all units of the Graduate School to stay current on graduate admissions, academic, student affairs, and graduate program specifics;
Prepares various routine and ad-hoc reports, as needed or requested by supervisor, including required research within the graduate application system, Banner, eGA, etc.; and
This position manages work processes and supervises student and temporary employees assigned to reception and customer support.
Minimum Experience / Education:
Required Minimum Qualifications:
Bachelor's degree; or equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.
University Preferred Qualifications:
Graduation from a four-year college or university and two years of administrative or office management experience in the student services or related field; or equivalent.
All degrees must be received from appropriately accredited institutions.
Preferred Education Skills and Experience:
Two or more years of in a customer service role, preferably at in a college/university setting;
Ability to work independently and have critical thinking and decision-making skills.
Advanced knowledge of Microsoft Word and Excel; and
UNC Charlotte is North Carolina's urban research institution. Our campus is located in the piedmont of North Carolina, just two hours from the mountains and three hours from the Atlantic Ocean. A large public university with a small college feel, more than 27,200 students consider UNC Charlotte’s 1,000-acre campus their home away from home.