Call Center Representative

Title: Call Center Representative

Agency: Northern VA Community College

Location: Fairfax County - 059

FLSA: Nonexempt

Hiring Range: $50,000/yr

Full Time or Part Time: Full Time

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 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.***

• 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.

• 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.

• 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