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
The DACC Information Center Customer Service Assistant (CSA) serves as DACC’s vital first point of contact by:

• Managing multi-line phone systems and efficiently routing calls to the appropriate personnel.
• Accurately answering a wide range of general questions about DACC and delivering outstanding customer service to all visitors.
• Providing exceptional in-person service for inquiries related to Admissions, Advising, Financial Aid, Registration, and all other DACC departments.
• Guiding students through various college processes and procedures.
• Meticulously reviewing documents for completeness and accuracy.
• Providing clear direction to appointments, campus events, and other locations.
• Supporting student registration processes.
• Guiding prospective students through the admissions application and requirements
• Facilitating student connection with Academic Advising.
• Thoroughly reviewing Financial Aid documentation, providing essential assistance with FSA ID and FAFSA applications, and addressing fundamental Financial Aid inquiries.

This position demands exceptional communication, proactive problem-solving, strong organizational skills, and a professional demeanor to consistently serve as a knowledgeable resource and create a positive first impression for Doña Ana Community College.

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: Information Center hours of operation are 8 AM-6 PM, M-Th, and 8 AM-5 PM, F. 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: Light physical effort. Effort applies to no more than two (2) hours per day.

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.