What are the responsibilities and job description for the Information Center- AI Chatbot Specialist position at Northern VA Community College?
Posting Summary
Working Title
Information Center- AI Chatbot Specialist
Role Title
Education Support Spec II
Role Code
29143-FP
FLSA
Exempt
Pay Band
03
Position Number
28000785
Agency
Northern VA Community College
Division
NV280-Office of Student Services
Work Location
Fairfax County - 059
Hiring Range
$50,000-$60,000
Emergency/Essential Personnel
No
EEO Category
F-Admin Supp
Full Time or Part Time
Full Time
Does this position have telework options? -Telework options are subject to change based on business needs-
Does this position have a bilingual or multilingual skill requirement or preference?
Work Schedule
40 hour work week, Monday through Friday, including day, evening and some weekends during peak registration or as needed
Sensitive Position
No
Job Description
Job Description:
The organizational objective of the College Information Center is to assist prospective, new & continuing students with their educational needs through timely, accurate and professional telephone & web based and AI chatbot communication.
The organizational objective of the College Information Center is to assist prospective, new & continuing students with their educational needs through timely, accurate and professional telephone & web based and AI chatbot communication.
Duties and Tasks:
- This position will serve as point of contact for both internal & external customers within the college by performing Information Center operations for NVCC. Contacts include the general public, students, parents, faculty, staff, etc.
- The incumbent will perform a variety of administrative & programmatic duties in support of educational programs.
- This position will lead in primarily providing backup support to the AI Chatbot Manager in updating, tracking and managing NOVA’s AI Chatbot knowledgebase; support in the maintenance of the Information Center knowledgebase to include maintaining all reference and training materials.
- This position will also serve as a lead between SMEs at the college for AI Chatbot program and the backup for College Information Center, soliciting and recording updates to programs, policies, processes and events into Information Center and NOVA AI Chatbot knowledge bases.
- May be required to perform other duties as assigned
Special Assignments
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.
KSA's/Required Qualifications
Required KSAs:
Knowledge:
Knowledge:
- Working knowledge of Microsoft Office Suite particularly Excel and OneNote.
- Knowledge of College programs, policies, processes and procedures;
Skills:
- Strong verbal & written skills
- Strong quality service
- Strong problem solving skills
Abilities:
- Ability to perform at high quality service levels.
- Ability to learn and stay abreast of college programs and policies.
- Ability to make decisions & work independently.
- Ability to provide 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.
- Ability to be reliable, responsible and dependable to thoroughly complete work tasks and fulfill obligations paying attention to details.
- Ability to communicate with students from diverse backgrounds; ability to demonstrate word processing, key board proficiency & proficiency in spreadsheet & database application.
- Ability to work flexible schedule including evenings and weekend.
Minimum Requirements:
- Experience working in a high volume call/contact center
- Experience working with AI chatbots
- Experience working as a supervisor or team lead in a fast paced environment
- Experience working in a fast paced customer service environment
- Experience in student services related areas, i.e. admission/registration and/or financial aid
- Experience resolving and following up on customer issues
- Experience working with web base communication tools
Additional Considerations
Additional Considerations:
- Fluent in Spanish
- Experience working in a college setting
- Experience in database management
Operation of a State Vehicle
No
Supervises Employees
No
Required Travel
None
Posting Detail Information
Posting Number
CLS_3711P
Recruitment Type
General Public - G
Number of Vacancies
1
Position End Date (if temporary)
Job Open Date
04/07/2025
Job Close Date
04/21/2025
Open Until Filled
Agency Website
Contact Name
Email
Phone Number
Special Instructions to Applicants
In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth’s Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter. To request an AHP Letter, use this link:
Additional Information
Background Check Statement Disclaimer
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/
EEO Statement
The Virginia Community College System (VCCS) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, political affiliation, veteran status, sexual orientation, gender identity or other non-merit factors.
ADA Statement
The Virginia Community College System (VCCS) is an Equal Employment Opportunity employer and complies with the Americans with Disabilities Acts (ADA and ADAAA), to provide, reasonable accommodation to applicants in need of access to the application, interviewing, and selection processes when requested.
E-Verify Statement
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.
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