Lead Information Specialist - Student Services & Help Center

Victoria College; Victoria (TX); Sur place; USD 42 000 - 62 000; Plein temps

Avantages offerts par ce poste

Benefits eligible

Résumé du poste

Victoria College is seeking a Lead Information Specialist to support the Communication Center by delivering accurate information about the College’s offerings to students and the public. This full-time position emphasizes building relationships with constituents while maintaining high service standards and knowledge of College policies.

The role requires strong communication, problem-solving, and multitasking abilities, along with experience using CRM systems and other software tools.

Qualifications

• Associate degree required.
• Two years of relevant experience in customer service or technical support.
• Exceptional customer service, active listening, troubleshooting, and problem-solving skills.
• Strong verbal and written communication.
• Fast and accurate typing and data entry skills.
• Ability to multitask and work under pressure in a fast-paced environment.
• Fluency in English and Spanish preferred.

Responsabilités

• Assists the CRM Administrator in the day-to-day operations of the Communication Center
• Maintains frequently asked questions, step-by-step guides, and other documentation
• Provides personalized customer service to students and the general public via phone, web chat, text message, and email
• Receives incoming communications, answers questions, troubleshoots problems, handles complaints, and performs research when necessary
• Participates in outreach efforts designed to inform target audiences about the College’s programs, services, and events
• Utilizes a CRM system and other applications to review students’ account information and inform them of next steps and other useful information
• Maintains an in-depth knowledge of the College’s offerings, policies, procedures, and deadlines to properly assist students, offer solutions, and recommend resources
• Actively listens to individuals to understand the reason for their communication and identify needs, clarify information, and resolve issues
• Provides accurate information and helpful solutions or routes individuals to appropriate resources, keeping customer satisfaction at the core of every action
• Seeks to create a positive experience for each individual who contacts the Communication Center, ensuring individuals feel supported and valued
• Plays an integral role in communication campaigns, addressing respondents’ questions, tracking responses, and providing reports to marketing staff
• Records details of communications, inquiries, and actions taken according to standard operating procedures
• Operates numerous technology systems, including: Asana, Cisco, Regroup, Element451/TargetX
• Guides potential and current students through navigating and troubleshooting the College website, portal, and other applications and technology systems
• Recognizes, documents, and notifies management of common threads, trends, or key information gathered through communication exchanges
• Maintains pre-written content used to quickly respond to frequently asked questions
• Creates positive working relationships with key personnel and obtains important information from relevant sources
• De-escalates situations involving dissatisfied individuals
• Trains student workers at the Admissions’ Information Desk and acts as a point of contact for continued guidance
• Maintains confidentiality of information
• Performs functions which require a high level of keyboarding accuracy
• Other duties as assigned

Connaissances

Customer service excellence

Active listening

Troubleshooting

Problem-solving

Verbal communication

Written communication

Formation

Associate degree

Outils

Asana

Cisco VOIP

Regroup

Element451/TargetX CRM

Description du poste

Victoria College is seeking a Lead Information Specialist to support the Communication Center by delivering accurate information about the College’s offerings to students and the public. This full-time position emphasizes building relationships with constituents while maintaining high service standards and knowledge of College policies.

The role requires strong communication, problem-solving, and multitasking abilities, along with experience using CRM systems and other software tools.