Job Description
Position Information
Position Title
Information Center Technician
Position Type
Staff
Department
STUDENT AFFAIRS
FLSA
Non-Exempt
Union/Non Union
Union
Full Time or Part Time
Part Time
Grade
7
Salary Range
Hiring Salary Range
$19.20-$21.12/Annually
Fixed Term/Tenure Track (Faculty Only)
Regular or Temporary
Regular
Job Description Summary
Serve as initial point of contact for prospective students, current students, and visitors who contact the college via the telephone, in-person, or on the internet. Responsible for telemarketing initiatives and providing data and reports reflecting volume and activities.
Minimum Qualifications
EDUCATION AND EXPERIENCE
- High School diploma, GED, or equivalent required.
- Three years of related experience or required course work/certification and or specialized skills/training.
- Experience working in a call center or a high-volume customer service company, business, or higher education institution preferred
- Associate degree preferred.
Criteria
CRITERIA The following criteria, which are not the sole criteria used in the final hiring decision, will be used to review the applications of those persons who meet the stated minimum qualifications and to select those qualified applicants who will be interviewed. Other information and observations made during the interview process may be considered in the selection process. A Resume/CV and cover letter are required with the application. Please ensure that your documents address the criteria listed below for this position.
ESSENTIAL DUTIES
- Serves as the initial point of contact for students who utilize the telephone, or internet for general information about the college.
- Provides support for students attempting to use the college’s online registration system, owl link, owl mail by helping them understand the online process and by researching obstacles encountered by the students in their efforts to enroll at a distance.
- Answers questions and provides pertinent information to prospective and current students, parents and others making inquiries and makes appropriate referrals to other college departments and offices.
- Provides exemplary customer service by maintaining a broad knowledge base of the college and its offerings in order to deal effectively with a diverse student body and college community.
- Projects a positive image of the college in general and of the Student Services cluster.
- Assists prospective and current students with form completion, scheduling and other tasks related to completion of the enrollment process.
- Supports other college departments as necessary with activities designed to increase college enrollment and retention.
- Maintains computer proficiency in a networked PC environment in order to assist with the support of web-based registration services to credit and non-credit students.
- Explains procedures to students requesting any related services provided by the office such as transcripts, enrollment verification, demographic updates and processes appropriate paperwork to accomplish these tasks.
- Works collaboratively with other offices, such as Advising and Student Accounting, to assist in the resolution of student problems and to expedite the enrollment process whenever possible.
- Assists with the office’s documentation of activities by generating reports and data in a systematic way as requested on a weekly, monthly, and annual timeline.
- Performs other related duties as assigned
KNOWLEDGE, SKILLS AND ABILITIES
- Knowledge of producing typewritten materials accurately and in a timely manner.
- Ability to perform detailed work independently, as well as, in a team environment.
- Demonstrated good customer relations skills.
- Ability to maintain accurate records and files.
- Demonstrated knowledge in the use of Microsoft Office Suite (including Word, PowerPoint, Access and Excel).
- Data entry skills.
- Ability to work under pressure.
- Demonstrated maturity in judgment.
- Ability to develop and maintain cordial, cooperative working relationships.
Job Requirements
PHYSICAL REQUIREMENTS
Must have the use of sensory skills in order to effectively communicate and interact with other employees and the public through the use of the telephone and personal contact as normally defined by the ability to see, read, talk, hear, handle, or feel objects and controls. Physical capability to effectively use and operate various items of office related equipment, such as, but not limited to a, personal computer, calculator, copier, and fax machine. No significant climbing, stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, or grasping.
SPECIAL REQUIREMENTS
- Must be able to work a flexible work schedule. Flexible work schedule includes evening and weekends.
- Ability to communicate effectively in spoken and written standard English.
- As required by the 1986 Immigration Act, be prepared to present acceptable documentation showing your identity and that you are a U.S. citizen or an alien who is authorized to work.
- A background investigation will be conducted prior to the offer of employment. A signed authorization for the release of personal information will be required if selected for an interview.
ACCOMMODATIONS
To perform this job successfully, an individual must be able to satisfactorily perform each essential job duty. Prince George’s Community College provides reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. Accommodation determinations are made on a case-by-case basis. If reasonable accommodation is needed, please contact the ECT department
Is Background Check Required?
Yes
Is the incumbent responsible for working with minor children or directly engaging with minor children on campus?
No
