Information Center Representative

Posting Details

Position Information

Position Title: Information Center Representative

Requisition Number: SCL00415

General Description

Under the supervision of the Associate Director, Customer Service and Retention, the Information Center Representative position provides tactical, administrative, and operational support in the College’s Contact Center. Primary responsibilities include providing outstanding customer service via electronic communications, in-person, and/or telephone (inbound and outbound) in a timely, professional and efficient manner; assisting callers by providing general College information; scheduling placement tests and registration sessions; researching and resolving issues, or escalating complex issues, as needed.

College Intro

Success starts at Community College of Philadelphia. Innovators and difference makers work at Community College of Philadelphia. Diversity thrives at Community College of Philadelphia. We are a college that is committed to promoting a work environment that attracts and retains talented and diverse faculty and staff. We challenge each other and ourselves to achieve at the highest level while contributing to the mission of the College and the betterment of Philadelphia. We value and support an intellectually dynamic community to prepare our students for global citizenship. Join us and become a part of a community that has long been and will continue to be generators of generational chance in this city and beyond.

Community College of Philadelphia is an open-admission, associate-degree-granting institution which provides access to higher education for all who may benefit. Its programs of study in the liberal arts and sciences, career technologies, and basic academic skills provide a coherent foundation for college transfer, employment and lifelong learning. The College serves Philadelphia by preparing its students to be informed and concerned citizens, active participants in the cultural life of the city, and enabled to meet the changing needs of business, industry and the professions. To help address broad economic, cultural and political concerns in the city and beyond, the College draws together students from a wide range of ages and backgrounds and seeks to provide the programs and support they need to achieve their goals.

Specific Responsibilities

• Provides quality customer service, information, and assistance to prospective students and other members of the College community regarding the various steps involved in the admissions and enrollment process, redirecting to other College offices as needed.
• Assists incoming students with navigating the website, applying to the College, scheduling placement tests, and attending registration sessions using Banner, MyCCP and the customer relationship management (CRM) system.
• Resolves basic questions and/or problems regarding admissions, financial aid, registration, and academic support services.
• Provides excellent customer service over telephone, in person, and via electronic communications through active listening, verifying instructions, and asking questions to clarify understanding and seeking additional clarification as needed.
• Assists with outgoing phone calling projects to include appointment reminders and recruitment/enrollment campaigns and follows up on escalated or research related issues.
• Assists the Manager in data collection needed to evaluate the current state of doing business by offering recommendations to improve the operation of the Information Center.
• Adheres to established benchmarks for calls answered compared to calls presented.
• Conducts telephone and email follow-up, in a professional manner, with incoming students through information received from inquiry and applicant pools.
• Performs assigned duties in a manner consistent with the mission, goals, and core values of the College.
• Maintains sensitivity, understanding and respect for a diverse academic environment, inclusive of students, faculty and staff of varying social, economic, cultural, ideological and ethnic backgrounds.
• Perform other duties as assigned.

• A high school diploma or GED required; Any and all degree(s) must be from an accredited institution of higher learning.
• One (1) year of work experience in a call center, help desk, or information center required.
• Ability to work in a quality-controlled, performance-measured work environment required.
• Demonstrated ability to handle multiple tasks simultaneously required.
• Ability to communicate well both verbally and in writing required.
• Ability to give and receive feedback in a constructive manner required.
• Demonstrated ability to handle conflict situations in a calm, courteous manner required.
• Demonstrated ability to adapt to a rapidly changing environment required.
• Demonstrated ability to provide excellent customer service to a diverse community of internal and external stakeholders (e.g. students, parents, faculty, and community partners) by effectively using cross-cultural skills and abilities required.

• Associates degree preferred.
• One (1) year of face-to-face customer service experience preferred.
• Related work experience providing customer service to students in a higher education setting via telephone, electronic communications and face to face strongly preferred.
• Bilingual or multilingual capabilities strongly preferred.
• Proficiency using an enterprise-wide system (i.e. Ellucian Banner), a customer relationship management (CRM) system, MS Word and MS Excel preferred.

Benefits Summary

Benefits:

“Success Starts Here” at Community College of Philadelphia. We recognize that our success as a college and the success of our students starts with our employees. Our employees are vital to our success. Our total compensation package includes a comprehensive offer of benefits that are unrivaled by most.

Full-time faculty and staff benefits include:

• College-paid medical, dental, drug, life and disability insurance
• Tuition remission (for classes at the college)
• Forgivable tuition loan (for classes at any accredited academic institution)
• 403(b) retirement plan with 10% College contribution with employee contribution 5%
• Flexible spending accounts
• Paid vacation, holiday and personal time
• Partial remote work schedule for remote work eligible positions

Additional College benefits:

• Winter break: 1 week around the third week in December and New Years
• Spring Break: 1 week in March
• Summer Hours: 4-day work week (closed on Fridays) from the 2nd week in May through the 3rd week in August

For More information about the College benefits and eligibility based on employee class, please visit:

Salary Grade or Rank: 6

Min Salary: $25.00

Max Salary: $38.25

Job Posting Open Date: 02/20/2026
Type of Position: Classified
Employment Status: Full-Time

Special Instructions to Applicants

Applicant Testing Required: Customer Service Mindset Survey, Call Center Telephone Etiquette

• Cover Letter of interest and resume required.
• Name and contact information of 3 references required.
• Employment offers are contingent upon successful completion of background checks in accordance with PA Child Protective Services Law.
• Must be legally eligible to work in the U.S.

Community College of Philadelphia is an equal opportunity employer and does not discriminate on the basis of race, sex, sexual orientation, gender identity, religion, color, national or ethnic origin, age, disability, status as a Vietnam Era Veteran or disabled veteran or any other status protected by law, in matters pertaining to employment.

Supplemental Questions

Required fields are indicated with an asterisk (*).

1. * How did you hear about Community College of Philadelphia?
   • CareerBuilder.com
   • Higheredjobs.com
   • LinkedIn
   • The Chronicle
   • Veterans Job Fair
   • Professional & Technology Diversity Career Fair
   • AL DIA - Diversity Career Fair
   • Community College of Philadelphia Website
   • Indeed.com
   • Other
2. * If your answer to the above question is Other, please note the source below. If this question does not apply to you, enter N/A.

   (Open Ended Question)

3. * What is the highest level of education you have completed?
   • No Response
   • High School/GED
   • Associates Degree
   • Bachelor's Degree
   • Master's Degree
   • Doctorate
   • Other
4. * Do you have at least one (1) year of work experience in a call center, help desk, or information center?
   • Yes
   • No
5. * Do you have at least one year of face-to-face customer service interaction?
   • Yes
   • No
6. * Do you have previous work experience providing customer service to students in a higher education setting?
   • Yes
   • No
7. * Do you have bilingual or multilingual capabilities?
   • Yes
   • No
8. * Do you have previous experience using a customer relationship management (CRM) system?
   • Yes
   • No

Documents Needed to Apply

Required Documents

1. Resume
2. Cover Letter/Letter of Application

1. References

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