Position Title: Customer Service Assistant
Employee Classification: Customer Service Asst
College/Division: DACC Dona Ana CC
Department: 941670-DACC REGISTRATION AND SCHEDULING
Internal or External Search: External - Open to all applicants
Location: Doña Ana Community College
Offsite Location (if applicable): East Mesa Campus
Target Hourly/Salary Rate: $15.45
Appointment Full-time Equivalency: 1.0
Exempt or Non-Exempt: Non-Exempt
Summary: DACC, a responsive, accessible, comprehensive, learning-centered community college that provides education opportunities to a diverse community of learners is inviting candidates to apply for the following vacant position:
Classification Summary:
Serves as a first line contact and provides a range of routine customer service and support to internal and external customers for one or more functional areas of the University. Provides reception service, answers basic questions, provides standard policy/procedure and performs routine problem resolution or referral on matters pertaining to the functional unit. Reviews, processes and routes a wide range of incoming documents related to the functional services provided by the unit. Ensures customer satisfaction by responding to questions, providing information and coordinating customer needs with other functional areas as needed.
Classification Standard Duties:
Assists and advises customers verbally and in writing in the utilization of services, facilities, and/or equipment for the functional area. Oversees and coordinates the collection of documentation submitted by customers. Provides routine information and support to customers of services, schedules activities, answers questions, and resolves or refers day-to-day problems and concerns. May schedule work assignments in order of priority and date received. Researches information, compiles results, gathers and computes various data. Resolves customer requests for adjustments of the services offered by the unit. Reviews monitors, and processes all correspondence to and from customers; coordinates the submission of periodic reports for the unit; initiates/processes work orders for products and services; and follows up with customers on outstanding requests. Performs miscellaneous job-related duties as assigned.
Required Education, Experience, Certification/License, Equivalency
Required Education:High School diploma or GED certificate.; Required Experience:Two (2) years of experience related to the standard duties as outlined.; Equivalency:Completion of a post-secondary degree or certificate may substitute for years of experience.; Required Certification/License:
Knowledge, Skills and Abilities
KNOWLEDGE:Knowledge of principles and processes for providing customer and personal services. Knowledge of phone ettiquete. Knowledge of basic cash management procedures. Inventory management practices and safety procedures as applicable to the job.; SKILLS:Effective communication and basic instructional skills. Strong interpersonal skills, flexibility, and customer service orientation.; ABILITIES:Ability to prepare routine administrative paperwork. Ability to read, sort, check, count, and verify numbers. Ability to resolve difficult or stressful customer service issues. Ability to safely use cleaning equipment and supplies.
Job Duties and Responsibilities
Serves as customer service assistant at DACC’s Information Center by:
• Answering basic questions about Admissions, Advising, Financial Aid, Registration, and the college in general over the phone and in-person.
• Registering students, accepting financial aid and admissions paperwork, and instructing students on college processes and procedures.
Preferred Qualifications
Bilingual (English/Spanish)
Special Requirements of the Position
Department Contact: McKenna Garcia, 575-527-7550, mcgarcia@dacc.nmsu.edu
Contingent Upon Funding: Not Applicable
Bargaining Unit Eligibility: This is a bargaining unit position with American Federation of State, County & Municipal Employees (AFSCME).
Standard Work Schedule: Shift: Other Shift
If Not a Standard Work Schedule: Position located at East Mesa Campus working M-Th 9AM - 6PM, F 8AM - 5PM. Individual schedules will be determined by the employee and the supervisor; individuals will not be required to work more than 40 hours per week without prior notice.
Working Conditions and Physical Effort
Environment: Work is normally performed in a typical interior/office work environment.
Physical Effort: No or very limited physical effort required.
Lifting Requirements: Requires handling of average-weight objects up to 10 pounds or some standing or walking.
Risk: No or very limited exposure to physical risk.