Customer Care Specialist

Position Details

Position Information

Position Title
Customer Care Specialist

Job Category
2

Job Type
Administrative/Professional Staff

Supervisor's Title
Manager of Customer Care Center and Continuing Education Registration

Location
DeWitt Career Advancement Center (22)

Job Description

Working as a team, delivers comprehensive customer service to students and potential students, via in-person, telephone, mail and email, including information related to admissions, advising, financial aid, continuing education and credit programs and services.

Benefits package

• Starting annual PTO: 84 hrs vacation, 112 hrs sick and 16 hrs personal time (prorated if starting mid-year)
• 11 Paid Holidays off, Summer additional time off with 36 hour work week
• Retirement plan (TIAA or IPERS (pension with 9.44% employer contribution
• Early retirement option after 10 years of service and age requirement - starting at 50% of salary paid in 1st yr of retirement
• EICC Tuition reimbursement for employees and their dependents
• State employee discounts for phone, hotels, museums, etc.
• Employer paid & voluntary Life insurance
• Employer paid Long Term Disability insurance
• YMCA membership discount as low as $7/month for single plans
• Employee Assistance Program
• Medical, Dental, and Vision coverage
• Additional retirement options

Required Qualifications

Associates degree required. Must possess excellent computer skills including proficiency with Microsoft Office software and have the ability to perform record keeping and scheduling. Ability to engage with a diverse student population as well as the entire community is required. Strong human relations skills, a positive attitude and strong interpersonal communication and customer engagement are required. Must be willing to work a flexible schedule, including some evenings and Saturdays as needed. Must be able to be a self-starter.

Preferred Qualifications

Physical Demands

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Ability to lift up to 10 lbs. occasionally, open filing cabinets and bend or stand as necessary. Prolonged periods sitting at a desk and working on a computer.

Salary
$19.50 hourly

Typical Duties and Responsibilities

1. Provide information to the public and students, regarding EICC credit and non credit programs and services, financial information, policies and procedures. Provide follow up steps, information and services to customers as required.

2. Assist in the maintenance of student records.

3. Assist in processing requests for student transcripts.

4. Utilizes Student Information Systems to locate student - specific information such as application status, bills, financial aid status, registration information, etc.

5. Maintains a comprehensive knowledge of district services and programs.

6. Utilizes district resources (website, catalog, program fact sheets) to provide accurate information to students.

7. Provide quality service by proactively contacting new and existing students via email, texting and phone.

8. Routes calls and emails to appropriate individuals and/or offices as needed for next level call resolution.

9. Provides guidance to students regarding next steps for enrollment, advising, financial aid, payment, and college policies.

10. Handles scheduling of appointments for Advising, Orientations, Testing services and Financial Aid.

11. Assists in providing service to customers at the Urban Center Student Services desk.

12. Receives and processes requests for information. Adds student information to appropriate student information systems including Colleague, Lumens or Recruit CRM.

13. Provides direction to website resources including applications, forms, program information, and loan forms.

14. Responds to website inquiries and student information requests via email, text and phone.

15. Assists in providing fulfillment via email, phone, text and mail for student information requests.

16. Provides support for Admissions and College events.

17. Responsible for electronic files through document imaging. Scans and indexes files including student records and registration materials.

18. Engage in ongoing professional development to keep current with EICC programs, services and procedures.

19. Is committed to providing quality service that meets or exceeds the expectations of internal and external customers.
20. Supports assigned campus location as needed.

21. Other duties as assigned

EICC Non-Discrimination Statement

It is the policy of Eastern Iowa Community College District not to discriminate in its programs, activities, or employment on the basis of race, color, national origin, sex, disability, age, sexual orientation, gender identity, creed, religion, and actual or potential family, parental or marital status, as required by the Iowa Code 216.6 and 216.9, Titles VI and VII of the Civil Rights Act of 1964 (42 U.S.C. 2000d and 2000e), the Equal Pay Act of 1973 (29 U.S.C. 206, et seq.), Title IX (Educational Amendments, 20 U.S.C. ), Section 504 (Rehabilitation Act of 1973, 29 U.S.C. 794), and Title II of the Americans with Disabilities Act (42 U.S.C. 12101, et seq.).

If you have questions or complaints related to compliance with this policy, please contact EICC's Equal Employment Opportunity Officer/Equity Coordinator, Eastern Iowa Community College District, 101 West Third Street, Davenport, Iowa 52801 or the Director of the Office for Civil Rights U.S. Department of Education, John C. Kluczynski Federal Building, 230 S. Dearborn Street, 37th Floor, Chicago, IL , Telephone: Facsimile: 730- 1576, TDD Email: .

Posting Detail Information

Posting Number
S139P

Number of Vacancies
1

Open Date
05/07/2025

Close Date

Open Until Filled
Yes

Special Instructions Summary