General Description:The Customer Service Specialist will serve as point of contact for both internal & external customers within the college by performing Call Center operations for 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 TasksMake regular outbound calls to persuade prospective students to apply for admission and enroll for College courses.Contact current students to inform, remind and encourage them to take appropriate actions to ensure continued enrollment.Employ effective verbal and written communications skills in explaining College programs and services thereby increasing students understanding.Determine when more in depth information & guidance is needed and refer inquiry to appropriate person or office.Strong multi-tasking skills to effectively respond to inbound inquiries and proactively initiate outbound contacts.Manage ongoing projects using appropriate project management tools and guidelines to ensure goals and deadlines are met.Assists inbound Call Center unit specifically during peak periods by providing general information to general public, students, parents, faculty & staff on a variety of programs, activities, procedures related to admissions, enrollment, college programs & activities through the telephone & web communications.Assists general public, students, parents, faculty & staff with referrals to campus personnel as needed.
Required KSA's: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 skillsAbility to learn college programs and policiesAbility to multi-task and navigate multiple applications simultaneouslyAbility to learn web base communication applications i.e. email and online chatAbility to make decisions & work independentlyAbility to work flexible schedule including evenings and weekends; ability to take on responsibilities and challengesAbility to accept feedback calmly and effectively in high stress situationsAbility to learn new systems and adapt to positive and negative changes in the workplaceAbility to communicate with students from diverse backgrounds fluently in EnglishAbility to use basic office equipment and computer programs; including Microsoft Office suite- Word, Outlook and Excel specifically.Minimum Qualifications:Some experience in a customer service-related position.Some experience working in a high volume call center or fast-paced environment.Some experience working with computers and various software programs â“ specifically Microsoft Office applications including email and web communications.
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.