Job Number 2108066
Specialist, Adult Education Information Center
Closing Date: 09/17/2021
Take me to ACC’s online application.
Eastview CampusNote: Eastview or Highland campus with some remote work
40 hours/week including some evenings and weekends
Specialist 6/118 ($33,982.00 – $48,545.00)
Supervisor, AE Enrollment and Outreach
Criminal Background Check
Pre-employment criminal background checks are required for all Staff and Faculty positions. Pre-employment urinalyses drug screens are also required for all top candidates considered for positions in ACC’s College Police department.
General Statement of Job
To interact with students, applicants, and community stakeholders in a call center environment to provide and process information and support in response to inquiries, concerns, and requests about Austin Community College (ACC) Adult Education services, AE applications in Salesforce, and other services and procedures.
Description of Duties and TasksEssential duties and responsibilities include the following. Other duties may be assigned.
Responds to requests for customer support and information via phone, email, and web regarding Adult Education (AE) including student application (Salesforce), enrollment, current AE student information, and other related AE and ACC information.
Utilizes problem and change management processes to perform root cause analysis, and make recommendations to eliminate the root cause.
Coordinates and dispatches second and third level work requests when requests cannot be completed at the first level.
Enters all requests into the AE communication systems and software, and monitors progress through to resolution.
Contacts customers within the specified time frame to confirm problem resolution as well as degree of satisfaction with work completed.
Documents and publishes self-help procedures, hardware and software installation and setup procedures, and lists of ACC supported software and hardware.
Advises customers of scheduled and unscheduled down times.
Provides technical support for AE students in-person and remotely.
Assists with AE events and the AE admissions desk.
KnowledgeMust possess required knowledge and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
Help desk policies, standards, and protocols.
Help desk action request systems.
Hardware and software installation and setup procedures.
Customer service principles and practices.
Relevant computer applications.
SkillsMust possess required skills and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
Maintaining an established work schedule.
Analyzing problems and making recommendations in relation to change management processes.
Effectively using listening skills, adaptability, and initiative.
Effectively using both oral and written communication skills.
Ability to cope with stressful situations.
Effectively using interpersonal and communications skills including tact and diplomacy.
Effectively using organizational and planning skills with attention to detail and follow-through.
Maintaining confidentiality of work-related information and materials.
Establishing and maintaining effective working relationships.
Use a variety of spreadsheet, word processing, database, and presentation software including Microsoft and Google suites.
Familiarity with Salesforce or other CRM software.
Us of multi-line hard and/or soft phones.
Keyboarding skills with an emphasis on speed and accuracy.
Ability to navigate multiple operating systems and browsers and ability to cross-reference across multiple databases and resource materials.
Required Work Experience
One year related work experience.
High school diploma or educational equivalent.
Other Preferred Qualifications
Bilingual in English/Spanish.
Work safely and follow safety rules. Report unsafe working conditions and behavior. Take reasonable and prudent actions to prevent others from engaging in unsafe practices.
HR Use Only
ACC Benefits Overview
Full-time Faculty and Staffing Table employees who work in full-time and/or part-time positions at the College are eligible for ACC medical benefits effective the first of the month after their first 60 days of employment. Benefits include medical, dental, life insurance, short and long term disability, retirement plans and AD&D.
ACC does not participate in Social Security. ACC participates in the Teacher Retirement System of Texas (TRS) and the Optional Retirement Program (ORP-Faculty Only). Part-time and Hourly employees participate in the ACC Money Purchase Plan (ACCMPP) as a retirement program required by Federal law.
The above description is an overview of the job. It is not intended to be an all-inclusive list of duties and responsibilities of the job, nor is it intended to be an all-inclusive list of the skills and abilities required to do the job. Duties and responsibilities may change with business needs. ACC reserves the right to add, change, amend, or delete portions of this job description at any time, with or without notice. Employees may be required to perform other duties as requested, directed, or assigned. In addition, reasonable accommodations may be made by ACC as its discretion to enable individuals with disabilities to perform the essential functions.
Austin Community College provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
As required by the US Department of Education, employees are required to report violations under the Title IX and, under the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act), select individuals are required to report crimes. If this position is identified as a Campus Security Authority (Clery Act), you will be notified, trained, and provided resources for reporting.