Call Center Representative

Virginia AG; Fairfax, Northern (VA, KY); Hybrid; USD 45,000 - 55,000; Full time

Job summary

Northern Virginia Community College (NVCC) seeks a Call Center Representative to serve as the first point of contact for students and the public at the Information Center. The role supports admissions, enrollment, tuition and college programs through phone, email, and chat.

Responsibilities include informational advising, guiding inquiries to appropriate departments, and maintaining courteous, detailed communication in a high-volume environment. On-site position with no telework option.

Qualifications

• Experience in high call volume environments.
• Excellent verbal and written communication skills.
• Ability to learn college programs and policies.

Responsibilities

• Serve as information center contact for students, parents, staff and public via phone, email and online chat.
• Provide information on admissions, enrollment, tuition, financial aid and campus programs.
• Assist with locating departments and guiding inquiries within NVCC.

Skills

Customer service

Oral communication

Written communication

Spanish fluency

Tools

Microsoft Office (Word/Outlook/Excel)

Job description

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

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 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

• 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.

Additional Considerations

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