Instructor, Customer Service Representative, Quick Careers

Description

Teaching faculty at Guilford Technical Community College are responsible for supporting student success by creating an optimum learning environment, responding to student needs, managing effective instructional activities, modeling employability skills, demonstrating professionalism, developing cooperative work relationships with other faculty and staff, supporting college administrative requirements, and maintaining competency in their instructional field.

He / she will be responsible for quality instruction and for effective participation and interest in the total affairs of the college.

Under general supervision, this individual will prepare and teach students the necessary required workplace skill set to serve as a Customer Service Representative.

Coursework includes, but is not limited to, customer service terminology, concepts, & principles, developing a positive attitude, problem solving, listening skills, and handling complaints.

The adjunct faculty member must be able to instruct across all the required areas of instruction.

Duties / Functions

Teaching

Prepare & teach departmental courses to include :

• developing learner centered lesson plans
• employing teaching strategies & instructional materials for different learning styles
• incorporating, as pedagogically appropriate, current technology in classroom, distance learning and laboratory environments
• creating and modeling a quality learning environment that supports a diverse student population
• preparing, distributing and utilizing instructional support materials, including course syllabi, supplementary materials, instructional media and other devices as appropriate
• conducting appropriate assessment of student learning outcomes in courses and programs / general education as appropriate

Professional Development

Maintain a professional status that supports the instructional mission by :

• participating in professional development activities to maintain currency in field; maintaining current credentials or licensures as required by program or accreditation
• participating in professional development opportunities to advance teaching skills and strategies

Administration

Provide daily & ongoing oversight of facilities, equipment and student records to include :

• maintaining classroom and laboratory spaces including upkeep of assigned equipment
• providing for the security of facilities, equipment and instructional materials and maintaining safe working conditions
• maintaining student records (e.g., grades and attendance) in accordance with established deadlines using a variety of technology-based programs (e.

g., Colleague, WebAdvisor, Moodle)

complying with all applicable college, state and federal rules and regulations

Student Support

Provide an environment conducive to student success to include :

• addressing student concerns in a timely manner
• promoting retention / persistence by assisting students to develop strategies for success
• referring students to campus and community resources when appropriate

Demonstrate and model the College’s employability skills : adaptability, communication, information processing, problem solving, responsibility and teamwork.

Additional Duties and Responsibilities :

Perform all duties as assigned by supervisor.

Difficult Challenges

Contacts

Education Required

Associate’s Degree in Office Administration or another related field from a regionally accredited post-secondary institution.

Education Preferred

Bachelor’s degree in Business Administration or related field from a regionally accredited post-secondary institution.

Experience Required

• Three years of recent experience working in a call center as a Team Lead and / or Manager.
• Post-secondary teaching and / or industry training experience.

Experience Preferred

• Greater than three years of recent work experience working in a call center as a Team Lead and / or Manager.
• Community College teaching experience.
• Experience with assessment of student learning outcomes.
• Experience with distance learning and / or alternate instructional delivery systems.

KSA Required

The Instructor shall possess an understanding of and commitment to the nature and role of the Community College, particularly its open door policy.

He / she shall have demonstrated personal and professional competence for the responsibilities assigned. The Instructor must be able to :

1. Multi-task

2. Respect Diversity

3. Adapt to changing procedures, protocols or assignments.

4. Create and maintain a learner centered environment

5. Communicate effectively

6. Ability to effectively implement and apply technology solutions.

KSA Preferred

Department / Job Specific Requirements

Mandatory GTCC Trainings (upon initial hire) and annual updates as required; other required trainings may be added as needed) :

1. Reporting Requirements

2. Discrimination & Anti-Harassment (within 30 days of hire; annual refresher thereafter)

3. Shooter on Campus (within 30 days of hire; annual refresher thereafter)

4. Personal Information Protection (within 30 days of hire; annual refresher thereafter)

5. Ethics and Social Responsibility (within 30 days of hire; annual refresher thereafter)

6. Linking Student Learning Outcomes (within 30 days of hire)

7. Moodle Certification (if teaching online or hybrid within 30 days of hire)

Physical Demands

1. May include teaching day and evening and / or weekend hours.

2. Typical settings specific to discipline classroom, computer lab space or shop space.

3. May include teaching on the Greensboro, Jamestown, High Point or Cameron Campus, as assigned.

4. Physical Requirements

a. Stand for extended periods of time.

b. Lift at least 25 pounds.

Other :

1. Criminal history checks, with acceptable results, are required.