Call Center Representative

Title: Call Center Representative

Agency: Northern VA Community College

Location: Fairfax County - 059

FLSA: Nonexempt

Hiring Range: $50,000

Full Time or Part Time: Full Time

Additional Detail

Job Description:

General Description:

This position will serve as point of contact for both internal & external customers within the college by performing Information Center operations for Northern Virginia Community College (NVCC). The incumbent will provide bilingual Spanish/English exceptional service to our diverse customer base. 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 Information Center.

• This position is not eligible for telework.*

Duties and Tasks:

• This position employs bilingual Spanish/English verbal and written skills and is 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.

Minimum Qualifications:

KSAs:

• 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 Work Experience:

• 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

Additional Considerations:

• Experience in a contact or call center
• Experience with data management
• Experience working in a higher education setting