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Customer Service Specialist/Call Center Rep

Employer
Northern Virginia Community College
Location
Annandale, VA
Closing date
Sep 17, 2019

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Industry
Other
Function
Customer Service
Hours
Full Time
Career Level
Experienced (Non-Manager)
Position Summary Information Basic Function This position will serve as point of contact for both internal & external customers within the college by performing Call 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 Call Center. Duties and Responsibilities This position 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, student account info, updates on College and campus activities, academic programs requirements, location to college departments and personnel, accessing online map applications for driving directions to College and facilities. Minimum Qualifications *Associate of Arts (AA), Associate of Science (AS), Associate of Applied Science (AAS) or a combination of education, training, and experience. *Experience working in a high call volume environment *Several years of experience working in a customer service related position *Experience with computers and various software programs; specifically Microsoft Office applications including email and web communications. Preferred Qualifications *Fluency in Spanish. *Experience in a community college setting *Experience with data management *Experience working in a higher education setting Required Knowledge, Skills, and Abilities *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. *Being 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 ie 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. Operation of a State Vehicle No Posting Detail Information Open Date 09/12/2019 Close Date 09/26/2019 Open Until Filled No Special Instructions to Applicants Background Check Statement The selected candidate's offer is contingent upon the successful completion of an extensive criminal background investigation, which may include: fingerprint checks, local agency checks, employment verification, verification of education, credit checks (relevant to employment), and other checks requested by the VCCS and NOVA such as I-9 and E-Verify requirements. Additionally, selected candidates may be required to complete the Commonwealth's Statement of Economic Interest. Additional Information

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