Contact Center Information Specialist at CHESS

Albuquerque, New Mexico, United States -

Full Time

Start Date

Immediate

Expiry Date

20 Mar, 26

Salary

18.41

Posted On

20 Dec, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication, Database Management, Problem Solving, Financial Aid Knowledge, Appointment Scheduling, Collaboration, Administrative Support, Web Navigation, Bilingual Skills, Information Resource, Training Participation, Event Assistance, Ethical Conduct, Quality Improvement, Support Services

Industry

Higher Education

Description

Compensation: $15.05 - $18.41 Compensation Type: Hourly Employment Type: Regular Grade: NE02 Position Summary The Contact Center Information Specialist I provides accurate and timely information to customers through different communication channels, such as phone, email, or chat. You will focus 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 ca necessary resource for individuals trying to find information, guidance, or support related to both internal and external programs, resources, and services offered by CNM. You will maintain customer databases, update records, and collaborate with other departments to address customer needs effectively. Duties & Responsibilities Answer main phone line as college phone operators and respond to incoming calls with accurate information. Direct phone calls to different 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. Inform customers about student resources, college events, programs, campus locations, housing, and social support services. Direct customers through web-based tutorials to appropriate program staff and assist with CNM website navigation. Interact, assist, and communicate with customers online through instant chats, email responses, and teams chat, utilizing MS SharePoint and other communication tools. Explain financial aid programs, scholarships, processes, and provide disbursement information to students and parents. Provide assistance and information about financial need, indebtedness, and responsibilities associated with obtaining grants, loans, and scholarships. Assist 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. Initiate outbound call campaigns to improve student experience and support enrollment strategy. Perform administrative support tasks, including updating database records, completing online forms, and preparing reports using customer relations management, Banner student system, and Argos. Maintain knowledge of institutional and community-based programs, resources, and support services. Serve 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. Review and deliver accurate information regarding student scholarship applications and supports students in financial aid programs. Provide direction and assistance to students by supporting the One-Stop. Guide prospective students in completing admission documents and refer them to appropriate college personnel. Collaborate with Financial Aid department, Financial Services Cashier, and Enrollment Services on various matters. Attend regular training sessions, reports suspicious behavior, and assist with campus events and special projects. Conduct college business professionally and ethically, communicating effectively with students, employees, faculty, and the general public. Performs other related duties as assigned. Minimum Qualifications: 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. Best Consideration date 01/02/2026 Preference: Bilingual in Spanish and English Schedule Monday-Friday 7 am - 4 pm Please be advised: Our offices will be closed for the winter break from December 20th through January 4th. During this time, this job requisition will not be actively monitored, and there will be significant delays in response. Our team will resume communications the week of January 5th. We appreciate your patience. 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. Questions about the role or application process? Call our Talent Acquisition team at 505‑224‑4600. As the institution with the largest undergraduate student body in New Mexico, Central New Mexico Community College (CNM) provides affordable education to over 30,000 students and offers rewarding career opportunities to over 2,000 faculty and staff. Despite our large size, we still think of ourselves as the "CNM Family." Our diverse community of leadership, faculty, and staff work cohesively and collaboratively to make a positive difference in our students' lives, while always exploring ways to improve the institution. CNM staff is our most important resource for achieving our vision of Changing Lives, Building Community. For employees, this vision translates to a comprehensive benefits package that helps them thrive in the workplace and at home. Review our summary of benefits CNM offers a wide range of competitive benefit plans to meet the needs of its employees and families, including: Health, Dental and Vision Insurance Life Insurance Long-Term Disability Flexible Spending Accounts (FSA) Dependent Care Reimbursement Employee Assistance Program Retirement Plans and Savings Generous Paid Time Off Paid Holidays Educational Benefits We support our staff and their families to continue their education, whether at CNM or other educational institutions, through our CNM tuition waivers and tuition reimbursement benefits. Professional Development Our future success depends on internally developing our employees' leadership and professional skills. CNM is committed to providing quality professional development opportunities on an ongoing basis Follow Us on The MUSE!!! Follow Us on FairyGodBoss!!! CNM has consistently ranked among the top five community colleges in the country for the number of associate degrees and certificates awarded to both Hispanics and Native Americans, and consistently ranks among the top 10 for total degrees and certificates awarded. Regardless of your role, whether you're faculty, administration, or support staff, you'll play a pivotal role in instilling students with integrity, leadership, and compassion. Qualities that bring forth capable, confident, and productive citizens who want to make a change for the better.

Responsibilities

The Contact Center Information Specialist I provides accurate information to customers through various communication channels and resolves inquiries on a first-contact basis. Responsibilities include answering calls, directing inquiries, assisting with financial aid, and maintaining customer databases.