Job Description:The Call Center Representative 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 Tasks: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 processPaying for tuitionGeneral financial aid info and processStudent account infoUpdates on College and campus activitiesAcademic programs requirementsLocation of college departments and personnelAccessing online map applications for driving directions to College and facilities.
Knowledge, Skills & 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 situationsReliable, responsible, and dependable to thoroughly complete work tasks and fulfill obligations paying attention to detailsExcellent 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 weekendsAbility 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 English and SpanishAbility to use basic office equipment and computer programs; including Microsoft Office suite- Word, Outlook and Excel specifically.Minimum Qualifications:Strong verbal and written communication skillsSome experience working in a high call volume environment.Some experience working in a customer service related position.Some experience with computers and various software programs, 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.
