Northern Virginia Community College (NOVA) is the second largest community college in the United States and the largest public educational institution in Virginia. NOVA has more than 71,000 students and 2,600 faculty and staff members. As one of the most internationally diverse colleges in the United States, with a student body consisting of individuals from more than 180 countries, NOVA is committed to creating a diverse, inclusive, and equitable Virginia by fostering excellence in higher education. As an Achieving the Dream âœLeader College,â NOVA is committed to the principles of access, opportunity, student success, and excellence by meeting the educational and training needs of the region and its people with excellent and affordable courses and programs, offered by an inspired and committed diverse faculty and support staff.Â With six unique locations throughout our region, each conveniently located within 40 miles of Washington D.C, we have Northern Virginia covered. NOVAâ™s Alexandria Campus is located seven miles from the nationâ™s capital, just across the Potomac River from Washington DC; the Annandale Campus, with its urban feel and suburban appeal, is ranked as the most diverse in Virginia and boasts a thriving Koreatown; the Loudoun Campus is located in a comfortable suburb steeped in colonial history; the Manassas Campus is located next to Manassas Battlefield Park, site of the first major battle of the Civil War; the Woodbridge Campus is home to municipal parks, state parks, and national wildlife refuges; and the Medical Education Campus, located in Springfield, is a uniquely specialized campus that stands apart from what most community colleges can offer, with the area boasting an abundance of hiking and biking trails, and parks with nature and wildlife areas.Â NOVA offers an opportunity to make a difference with outstanding career opportunities and competitive total rewards benefits, including 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 system. NOVA embraces opportunities to create a college community that is a welcoming and inclusive place to learn and work. We do this by fostering a sense of belonging and ensuring equity while maintaining an open, civil, and safe environment for our students, faculty, staff, and guests. In so doing, NOVA fulfills its mission to offer world-class teaching and learning to the Commonwealth of Virginia.Â The security of our students, faculty, and staff is very important at NOVA. Please take a moment to review NOVAâ™s Annual Security Reports.General Description: The organizational objective of the call center is to assist prospective, new & continuing students with their educational needs through timely, accurate and professional telephone & web based communication.Duties and Tasks: This position will serve as point of contact for both internal & external customers within the college by performing Call Center operations for NVCC. Contacts include the general public, students, parents, faculty, staff, etc. The incumbent will perform a variety of administrative & programmatic duties in support of educational programs. This position will lead in maintaining all reference materials for the Call Center department . This position will serve as a liaison between key college departments and the College Call Center, soliciting and recording updates to programs, processes and events into Call Center knowledge base.
Required KSAs: Knowledge: Working knowledge of Microsoft Office Suite; Skills: strong verbal & written skills; strong problem solving skills Abilities: ability to learn and stay abreast of college programs and policies; ability to learn web base communication applications i.e. email and online chat; ability to make decisions & work independently; ability to provide 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; ability to be reliable, responsible and dependable to thoroughly complete work tasks and fulfill obligations paying attention to details; ability to communicate with students from diverse backgrounds; ability to demonstrate word processing, key board proficiency & proficiency in spreadsheet & database application; ability to work flexible schedule including evenings and weekend.Minimum Qualifications: Associates degree with emphasis in communications, business, marketing or related field ORÂ a combination of training, education & experience. Some experience working in a high volume call center; several years working in a fast paced customer service environment; experience in student service related areas i.e. admission/registration and/or financial aid; experience in resolving and following up on customer issues. Experience using web base communication tools.
Virginia's Community College's educate 240,000 credit students annually and over 170,000 non-credit students at 23 Community Colleges with over 40 campus locations throughout the Commonwealth. Our mission is to provide comprehensive higher education and workforce training programs and services of superior quality. These programs are financially and geographically accessible to meet the individual, business, and community needs of the Commonwealth.