What are the responsibilities and job description for the Call Center Representative position at Northern VA Community College?
This position will serve as point of contact for both internal & external customers within the college by performing Call Center operations for Northern Virginia Community College (NVCC). The incumbent will perform a variety of administrative & programmatic duties in support of educational programs. This position will support both inbound and outbound programs within the Call Center.
Duties and Tasks:
- Responsible for providing informational advising to the public, students, parents, faculty & staff on a variety of programs, activities, procedures related to admissions, enrollment, college programs & activities through the telephone, email, and online chat.
- The types of information provided includes:
- How to complete the admission application, registration & graduation process
- Paying for tuition
- General financial aid info and process
- Student account info
- Updates on College and campus activities
- Academic programs requirements
- Location of college departments and personnel
- Accessing online map applications for driving directions to College and facilities.
Employees must reside in Virginia, Maryland or the District of Columbia.
May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor.
- Strong customer service orientation which includes being pleasant with others on the job, displaying cooperative attitude, maintaining composure, controlling anger and avoiding aggressive behavior, even in very difficult situations
- Reliable, responsible, and dependable to thoroughly complete work tasks and fulfill obligations paying attention to details
- Excellent oral & written communication skills
- Ability to learn college programs and policies
- Ability to multi-task and navigate multiple applications simultaneously
- Ability to learn web base communication applications i.e. email and online chat
- Ability to make decisions & work independently
- Ability to work flexible schedule including evenings and weekends
- Ability to take on responsibilities and challenges
- Ability to accept feedback calmly and effectively in high stress situations
- Ability to learn new systems and adapt to positive and negative changes in the workplace
- Ability to communicate with students from diverse backgrounds fluently in English and Spanish
- Ability to use basic office equipment and computer programs; including Microsoft Office suite- Word, Outlook and Excel specifically.
Minimum Qualifications:
- Experience communicating (verbal and written) effectively in a professional setting.
- Experience working in a high call volume environment.
- Experience working in a customer service related position.
- Experience with computers and various software programs, specifically Microsoft Office applications including email and web communications.
- Fluency in Spanish
- Experience in a contact or call center
- Experience with data management
- Experience working in a higher education setting
The selected candidate’s offer is contingent upon the successful completion of a criminal background investigation, which may include: fingerprint checks, local agency checks, employment verification, verification of education, credit checks (relevant to employment). Additionally, selected candidates may be required to complete the Commonwealth’s Statement of Economic Interest. For more information, please follow this link: http://ethics.dls.virginia.gov/
The Virginia Community College System, an EEO employer, welcomes applications from people of all backgrounds and recognizes the benefits of a diverse workforce. Therefore, the VCCS is committed to providing a work environment free of discrimination and harassment. Employment decisions are based on business needs, job requirements and individual qualifications. We prohibit discrimination and harassment on the basis of race, color, religion, sex, national origin, age, sexual orientation, mental or physical disabilities, political affiliation, veteran status, gender identity, or other non-merit factors.
The VCCS is an EOE and Affirmative Action Employer. In compliance with the Americans with Disabilities Acts (ADA and ADAAA), VCCS will provide, if requested, reasonable accommodation to applicants in need of access to the application, interviewing and selection processes.
VCCS uses E-Verify to check employee eligibility to work in the United States. You will be required to complete an I-9 form and provide documentation of your identity for employment purposes.
Salary : $40,000 - $50,000
