Call Center Representative

Virginia's Community College System; Richmond (VA); On-site; USD 45,000 - 55,000; Full time

Benefits offered by this job

Health and dental insurance

Paid leave

Retirement plan

Parental leave

Job summary

Northern Virginia Community College (NOVA) seeks a Call Center Representative to serve as a bilingual information center expert for students, parents, and staff. You will handle admissions, enrollment, and tuition inquiries via phone, email, and online chat, delivering excellent service in Spanish and English.

You will support both inbound and outbound programs, assist with financial aid questions, and help navigate college resources, with a schedule that may include evenings and weekends during

Qualifications

• Strong customer service orientation.
• Excellent oral and written communication.
• Ability to learn college programs and policies.
• Ability to multi-task and use multiple applications (email, chat).
• Fluency in English and Spanish.

Responsibilities

• Provide bilingual Spanish/English informational advising via phone, email, and online chat.
• Explain admissions, registration, graduation steps and college programs.
• Assist with tuition payments and general financial aid information.
• Share campus updates and locate college departments and personnel.

Skills

Customer service

Communication

Dependability

Multitasking

Spanish/English bilingual

Flexible schedule

Independent work

Stress management

Technical aptitude

Adaptability

Diversity awareness

Office software

Tools

MS Office (Word/Outlook/Excel)

Job description

Working Title Call Center Representative Role Title Education Support Spec II Role Code 29143-FP FLSA Nonexempt Pay Band 03 Position Number 28000882 Agency Northern VA Community College Division NV280-Office of Student Services Work Location Fairfax County - 059 Hiring Range $50,000 Emergency/Essential Personnel No EEO Category 5-Paraprofessionals Full Time or Part Time Full Time Does this position have telework options? -Telework options are subject to change based on business needs- No 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.

General Description

Sensitive Position No Job 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.

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.

KSAs

KSA's/Required Qualifications

• 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

Operation of a State Vehicle No Supervises Employees No Required Travel

N/A

Posting Number CLS_4793P Recruitment Type General Public - G Number of Vacancies 1 Position End Date (if temporary) Job Open Date 10/07/2026 Job Close Date 11/08/2026 Open Until Filled No Agency Website www.nvcc.edu 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: https://www.dars.virginia.gov/drs/cpid/PWContact.aspx or call DARS at 800-552-5019, or DBVI at 800-622-2155

Additional Information

Northern Virginia Community College (NOVA) is the largest public institution of higher education in the Commonwealth of Virginia and one of the largest community colleges in the nation. NOVA enrolls nearly 75,000 students on its six campuses in Alexandria, Annandale, Sterling, Manassas, Springfield, and Woodbridge, as well as through NOVA Online and high school dual enrollment programs. The College offers more than 100 affordable associate degree and certificate programs to help our students reach their academic and professional goals in some of the most in-demand careers.

At NOVA, we are deeply committed to fostering an inclusive community for all students, faculty, and staff, and our diverse workforce is representative of this commitment. To this end, we encourage all applicants seeking to add value through their diverse backgrounds, experiences, and interests to consider employment opportunities with NOVA. To learn more about NOVA’s commitment to inclusive excellence, please visit At a Glance | Northern Virginia Community College.

NOVA offers eligible employees a benefits package that includes a comprehensive health and dental insurance program, generous paid leave, deferred compensation plans, paid parental leave, state employee discounts, and a solid and secure retirement program.

We strive to ensure our employees have tools and development opportunities to support and promote NOVA’s mission. For more information about NOVA and its programs and services, please visit our website at www.nvcc.edu.

The security of our students, faculty, and staff is very important at NOVA. Please take a moment to review NOVA’s Annual Security Reports.

Employees must reside in Virginia, Maryland or District of Columbia.

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.

Quicklink for Posting

https://jobs.vccs.edu/postings/101961