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Assistant, Information Center

Below you will find the details for the position including any supplementary documentation and questions you should review before applying for the opening.  To apply for the position, please click the Apply for this Job link/button.

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Please see Special Instructions for more details.

1. Official transcript(s) are required to be received a minimum of two business weeks before the first day of work. Failure to comply may result in revocation of the job offer.

Posting Details

Position Summary Information

Position Title Assistant, Information Center
Position Type Part Time Regular
Contract Length N/A
Expected Work Schedule Standard
Anticipated Days Monday-Friday and occasional Saturdays
Anticipated Hours Monday through Thursday, between the hours of 8:00 a.m. and 7:00 p.m.; Friday, between the hours of 8:00 a.m. and 5:00 p.m.
Anticipated Hours per Week 25
Job Description Summary

The primary function of this position is to assist persons inside and outside the College to obtain accurate and timely information regarding Admissions, Financial Aid, the Business Office, academic programs, schedules and other general College information. This position takes inbound calls, emails, and web chats and makes outbound calls as needed to follow up with prospective students, applicants, and other selected populations. Candidate must be able to sit for prolonged periods of time.

Duties

Customer Service:
1. Answer phone calls and provide appropriate information regarding Admissions, Financial Aid, the Business Office, programs, schedules and general College information to students, the community, and College employees;
2. Serve as a representative of the College and demonstrate excellent customer service at all times to both internal and external constituents; minimize the transfer of calls to other departments and personnel;
3. Use good judgment and appropriately manage escalated calls or recommend further escalation if deemed necessary.

Information Management and Technical Support:
1. Assist in obtaining and organizing accurate information for inclusion in the College’s knowledge base website and other Information Center resources;
3. Perform data entry as needed using information gathered via phone, email, and web chat;
4. Utilize Colleague software, the web, and any other online resources needed to locate accurate information quickly;
5. Provide customers with technical support in accessing online student accounts and various A-B Tech websites.

Written Communications:
1. Respond to questions and address customer concerns via email and live web chat;
2. Utilize professional writing skills in updating various written materials and web pages, including internal reference and training materials and a knowledge base website.

Outbound Calling:
1. Perform outbound calling to prospective students, applicants, and other targeted populations as needed;

Other duties associated with the position may be assigned.
All responsibilities will be conducted within the parameters of the Family Educational Rights and Privacy Act (FERPA).

Minimum Requirements

1. Associate’s degree;
2. One or more years of experience working in a Call Center environment, working in a college Student Services environment, OR providing direct customer service over the phone;
3. Computer proficiency including knowledge of Excel, Word, and common software applications.

Preferred Qualifications

1. Bachelor’s degree;
2. Three or more years of experience working in a Call Center OR college Student Services environment;
3. Experience working with college software programs, including Colleague, student databases, and online class scheduling tools;
4. One year or more of experience assisting customers in written format;
5. Ability to assist customers in Spanish.

Special Instructions to Applicants

1. Official transcript(s) are required to be received a minimum of two business weeks before the first day of work. Failure to comply may result in revocation of the job offer.

Posting Detail Information

Applicant Review 09/06/2017
Start Date 09/18/2017
Keep Open Until Filled Yes
Salary Range $14.85 - $16.70

Posting Specific Questions

Required fields are indicated with an asterisk (*).

  1. * How did you learn of this employment opportunity?
    • A-B Tech website
    • Current or former A-B Tech employee
    • Family member or friend
    • HERC
    • HigherEd Jobs
    • Inside HigherEd
    • Job Fair
    • LocalJobs.com
    • Mountain Xpress
    • Newspaper
    • Publication
    • Other
    • Western North Carolina Diversity Engagement Coalition
    • Urban News
    • La Voz
  2. * Do you have at least an Associate degree?
    • Yes
    • No
  3. * Do you have one or more years of experience working in a Call Center environment, working in a college Student Services environment, OR providing direct customer service over the phone?
    • Yes
    • No
  4. * Do you have computer proficiency, including knowledge of Excel, Word, and common software applications?
    • Yes
    • No
  5. * Do you have a Bachelor’s Degree?
    • Yes
    • No
  6. * Do you have three or more years of experience working in a Call Center OR college Student Services environment?
    • Yes
    • No
  7. * Do you have experience working with college software programs, including Colleague, student databases, and online class scheduling tools?
    • Yes
    • No
  8. * Do you have at least one year or more of experience assisting customers in written format?
    • Yes
    • No
  9. * Do you have the ability to assist customers in Spanish?
    • Yes
    • No

Applicant Documents

Required Documents
  1. Cover Letter
  2. Resume
  3. Unofficial Transcripts
Optional Documents
  1. Other Document