Coordinator, College Information and Customer Relations
Guilford Technical Community College
Location: Jamestown, North Carolina
Internal Number: 6890
Job Description Summary:
The Coordinator of College Information and Customer Relations supports the mission of the College by managing the day-to-day activities of the Student Services Counter and the Call Center to ensure that appropriate customer service and information are provided to students and the general public.
In addition to fulfilling the duties of an Information Assistant, this position supervises the call center staff by assigning work schedules and duties, providing on-going training, monitoring progress, and providing annual evaluations. The person in this position serves as an integral part of the College's front-door team, provides superior customer service to both the institution and external customers, and leads the way in implementing comprehensive customer service training. The Coordinator of College Information and Customer Relations will provide information and technical services necessary while monitoring and recommending changes in processes and policy; act as the primary coordinator for programming and maintenance of the Ocelot Chatbot; attends and participates in staff meetings; serve on teams and committees as assigned; attend training and professional development as required, and participate in projects as assigned.
The Coordinator of College Information and Customer Relations position requires an individual who maintains confidentiality and security of records; works well with minimal supervision; and maintains a thorough knowledge of institutional policy and procedures, curriculum programs, annual catalog, academic regulations, registration data systems, and graduation/degree requirements. This position supports the goals and objectives of the Student Services Division and serves as a liaison to other departments within the division to ensure appropriate services are provided. Fluency in English is required; the ability to communicate in Spanish is highly desired. The Coordinator of College Information and Customer Relations reports to the Director, Student Success & Retention Services.
A bachelor's degree from a regionally-accredited post-secondary institution
A bachelor's degree in Business Administration, Computer Information Systems, Education, Psychology, Social Work, or Sociology from a regionally-accredited post-secondary institution
A minimum of two years of experience in a high-volume call center environment
A minimum of one year of previous supervisory experience
Two to five years of experience in a high-volume call center environment in a supervisory role
Guilford Technical Community College offers more than 80 programs of study and continues to support success through innovative education, training and partnerships. The college offers associate degrees, diplomas and certificates as well as noncredit courses in professional development, personal enrichment, job training, career development and basic education. As the third largest of 58 community colleges in the North Carolina Community College System, GTCC serves more than 40,000 students annually from its Jamestown, Greensboro, High Point, Aviation and Donald W. Cameron campuses as well as its Small Business Center in Greensboro and High Point.