Contact Center Information Specialist

chess; New Mexico; On-site; USD 21,000 - 25,000; Full time

Job summary

Central New Mexico Community College is seeking a Contact Center Information Specialist I to deliver excellent customer service and information about CNM programs. You will resolve issues at first contact for students, staff, faculty and external customers across internal and external resources.

Under supervision, you will support the welcome center, navigate CNM sites, manage inquiries, and assist with enrollment strategies.

Qualifications

• High school diploma or GED and six (6) months of related 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 English and Spanish.
• Shift Monday-Thursday 10 am- 7 pm Friday 8 am- 5 pm

Responsibilities

• Provides information and assistance related to services and programs in the general call queue.
• Ensure that customers needing assistance in the disability resource center are transferred directly to a representative.
• Informs customers about student resources, college events, and programs, campus locations, housing and social support services.
• Directs customers through web-based tutorials to appropriate program staff and assists with CNM web site navigation.
• Interact, assist and communicate with customers online via chats and email; partner with CNM departments and utilize MS SharePoint and other tools.
• Initiate outbound calls campaigns to improve student experience and support enrollment strategy.
• Performs a variety of administrative support functions, updating database records and preparing reports.
• Maintains knowledge of programs and compliance training including FERPA.
• Serves as an information resource related to Contact Center operations, systems and programs; participates in meetings and initiatives.
• Provide direction and assistance to students by supporting the welcome center.

Education

High school diploma or GED

Tools

Banner system

MS SharePoint

CRM

Job description

Compensation:

$15.05 - $18.41

CompensationType:

Hourly

Employment Type:

Regular

Grade:

NE02

Position Summary

Under general supervision of the Contact Center Supervisor, the Contact Center Information Specialist I provides excellent customer service, information and assistance related to a broad range of CNM services and programs. Resolves customer issues to include students, staff, faculty or external customers on a first-contact basis related to internal and external programs, resources and support services.

Duties & Responsibilities

• Provides information and assistance related to services and programs in the general call queue.
• Ensure that customers needing assistance in the disability resource center are transferred directly to a representative.
• Informs customers about student resources, college events, and programs, campus locations, housing and social support services.
• Directs customers through web-based tutorials to appropriate program staff and assists with CNM web site navigation.
• Interact assist and communicate with customers on line with instant chats, email response to customers, partner with CNM departments and utilize the instant message feature to communicate, knowledge of MS SharePoint, and other communication tools.
• Initiate outbound calls campaigns to improve student experience and support enrollment strategy.
• Performs a variety of administrative support functions, which includes updating database records; utilizing customer relation’s management and Banner student system; completing online forms; and preparing reports.
• Maintains current knowledge of institutional and community-based programs, resources and support services available to the CNM community. Completes mandatory training to ensure compliance with federal and college requirements to include FERPA compliance.
• Serves as an information resource related to Contact Center operations, systems and programs; monitors student and community information needs; and participates in a variety of departmental and division meetings, as well as quality improvement programs and processes, and other institutional initiatives.
• Provide direction and assistance to students by supporting the welcome center.
• Performs other related duties as assigned.

Minimum Qualifications

• High school diploma or GED and six (6) months of related 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.

• Best Consideration 10/02/26
• Preference: Bilingual English and Spanish
• Shift Monday-Thursday 10 am- 7 pm Friday 8 am- 5 pm

EEO STATEMENT:

As an EEO employer, Central New Mexico Community College will not discriminate in our employment practices based on an applicant’s race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, serious medical condition or status as a protected veteran or spousal affiliation. Central New Mexico Community College hires only U.S. citizens and individuals lawfully authorized to work in the U.S.