Lead Information Specialist: Student Services & CRM

Victoria College; Victoria (TX); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Benefits eligible

Job summary

Victoria College is seeking a full-time Lead Information Specialist in the Marketing Department's Communication Center. The role focuses on providing timely, accurate information about the College’s offerings to students and the general public, building relationships and ensuring excellent customer service.

Responsibilities include assisting the CRM Administrator, maintaining FAQs, guiding users through systems, and supporting outreach campaigns.

Qualifications

• Associate degree required.
• Two years of relevant experience in customer service or technical support required.
• Exceptional customer service, active listening, troubleshooting, and problem-solving skills.
• Strong verbal and written communication skills.
• Fast and accurate typing and data entry skills along with good spelling and grammar.
• Ability to think critically, understand data, and explain information clearly and concisely.
• Must possess a positive, friendly, professional, and empathetic attitude.
• Ability to multitask, manage time effectively, and work independently and under pressure in a fast-paced environment.
• Computer skills – Adept in using Microsoft Office, search tools, Internet browsers, email, instant messaging, and online calendars.
• Team player who is dependable, punctual, organized, detail oriented, and adaptable.
• Ability to quickly learn and retain in-depth knowledge of the College’s offerings, technology systems, applications, websites, policies, procedures, and deadlines.
• Adaptability to different personality types and ability to treat all people with respect under all circumstances.
• Ability to recognize signs of disgruntled individuals and to diffuse tense situations.
• Ability to react calmly and effectively to stressful situations and during emergencies.
• Familiarity with CRM systems, communication software, and multiline phone systems preferred.
• Previous experience with or knowledge of the College’s offerings preferred.
• Fluency in English and Spanish preferred.

Responsibilities

• Assist the CRM Administrator in the day-to-day operations of the Communication Center.
• Maintain frequently asked questions, step-by-step guides, and other documentation.
• Collaborate with department leads to ensure the flow of accurate, timely information.
• Provide personalized customer service to students and the general public via phone, web chat, text message, and email.
• Receive incoming communications, answer questions, troubleshoot problems, handle complaints, and perform research when necessary.
• Participate in outreach efforts designed to inform target audiences about the College’s programs, services, and events.
• Utilize a CRM system and other applications to review students’ account information and inform them of next steps and other useful information.
• Maintain an in-depth knowledge of the College’s offerings, policies, procedures, and deadlines to properly assist students, offer solutions, and recommend resources.
• Actively listen to individuals to understand the reason for their communication and identify needs, clarify information, and resolve issues.
• Provide accurate information and helpful solutions or routes individuals to appropriate resources, keeping customer satisfaction at the core of every action.
• Seek to create a positive experience for each individual who contacts the Communication Center, ensuring individuals feel supported and valued.
• Play an integral role in communication campaigns, addressing respondents’ questions, tracking responses, and providing reports to marketing staff.
• Record details of communications, inquiries, and actions taken according to standard operating procedures.
• Operate numerous technology systems, including: Asana - Project management system; Cisco - VOIP; Regroup – mass notification; Element451/TargetX – CRM system.
• Guide potential and current students through navigating and troubleshooting the College website, portal, and other applications and technology systems.
• Recognize, document, and notify management of common threads, trends, or key information gathered through communication exchanges.
• Maintain pre-written content used to quickly respond to frequently asked questions.
• Create positive working relationships with key personnel and obtain important information from relevant sources.
• De-escalate situations involving dissatisfied individuals.
• Train student workers at the Admissions’ Information Desk and act as a point of contact for continued guidance.
• Maintain confidentiality of information.
• Perform functions which require a high level of keyboarding accuracy.
• Other duties as assigned.

Skills

Customer service

Active listening

Troubleshooting

Problem solving

Communication skills

Typing

Data entry

Microsoft Office

Team player

Multitasking

Calm under pressure

Bilingual English/Spanish

Education

Associate degree

Tools

Asana

Cisco VOIP

Regroup

Element451/TargetX

Job description

Victoria College is seeking a full-time Lead Information Specialist in the Marketing Department's Communication Center. The role focuses on providing timely, accurate information about the College’s offerings to students and the general public, building relationships and ensuring excellent customer service.

Responsibilities include assisting the CRM Administrator, maintaining FAQs, guiding users through systems, and supporting outreach campaigns.