Call Center Representative

Call Center Representative

In support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth's Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter. To request an AHP Letter, use this link or call DARS at View phone number on click.appcast.io, or DBVI at View phone number on click.appcast.io.

This position will serve as point of contact for both internal & external customers within the college by performing Information Center operations for Northern Virginia Community College (NVCC). The incumbent will provide bilingual Spanish/English exceptional service to our diverse customer base. 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 Information Center.

Duties and Tasks: This position employs bilingual Spanish/English verbal and written skills and 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 and process, student account info, updates on College and campus activities, academic programs requirements, location of college departments and personnel, accessing online map applications for driving directions to College and facilities.

KSA's/Required Qualifications - KSAs: 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 skills. Ability to learn college programs and policies. Ability to multi-task and navigate multiple applications simultaneously. Ability to learn web base communication applications i.e. 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. Minimum Work Experience: Experience communicating (verbal and written) effectively in a professional setting. Experience working in a high call volume environment. Experience working in a customer service-related position. Experience with computers and various software programs, specifically Microsoft Office applications including email and web communications. Fluency in Spanish.

Additional Considerations - Experience in a contact or call center. Experience with data management. Experience working in a higher education setting.