Position Details
Information Center Specialist Apply
F005955 Position Status Full Time Assignment Length This field only applies to Faculty Grant Funded No Category Clerical Class Code 31 Starting Pay $22.85 Special Note Location District Department DT Student Affairs Job Summary
Reporting to the Coordinator of the Information Center, the Information Center Specialist is responsible for providing coaching and second-tier support to the Tarrant County College (TCC) Information Center. They are also responsible for working closely with the department to monitor and report key performance indicators.
Primary Duties and Responsibilities Essential Performance Requirements*
- Creates and updates knowledge-based articles for the web
- Delivers timely email and chat support to prospects and students
- Provides coaching and second-tier support to Information Center Assistants
- Assists with recruiting, tracking, and reporting of prospective students
- Contributes relevant metrics and qualitative feedback for reporting
- Cultivates and fosters a winning, customer centric atmosphere where everyone feels welcome and safe
- Establishes and maintains working relationships with partner organizations within the College
Service Excellence
- Attends the workplace regularly, reports to work punctually, and follows a work schedule to keep up with the demands of the worksite
- Completes all required training and professional development sessions sponsored through Tarrant County College (TCC)
- Supports the values of the College: diversity, teaching excellence, student success, innovation, creativity, and service to the College
- Supports the mission, values, goals, and principles of the College
Supervision
Works under the general supervision of the Coordinator of the Information Center
- Performs Other Related Tasks as Required
The duties listed are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
Required Minimum Qualifications - Associates degree or 60 college hours completed and two (2) years working experience related to the Essential Performance Requirements; or an equivalent combination of education and working experience
- Bachelors degree
- Working experience providing customer service to multiple contact channels (i.e., phone, email, chat, community, social media)
- Working experience with content management systems
- Working experience with customer relations management systems or help desk systems
- Skilled in excellent customer service and interpersonal skills with diverse populations
- Skilled using computerized applications and enterprise systems, including word processing, spreadsheet, and presentation software
- Skilled in oral, electronic, and written communications
- Ability to work effectively in a collaborative environment and a setting that is diverse and urban
- Ability to think critically to effectively solve and communicate problems in a fast-paced environment where the demands for work are varied, and unpredictable in scope and volume
- Ability to analyze data and provide sound recommendations based on policy, procedure, practice, and existing regulations
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.
Special Instructions Summary Typical office hours for this position are as follows: Monday Thursday 10:00 am 7:00 pm and Friday 8:00 am 5:00 pm. Occasional Saturday hours, with adjusted weekly hours.
Posted 02/02/2024 Posting Contact Summary
Should you have questions specific to this position please contact the following individual
Contact
Ophelia Bacon
ophelia.bacon@tccd.edu
yes
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