Call Center Representative

Call Center Representative

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. This position is not eligible for telework.

Duties and tasks include employing bilingual Spanish/English verbal and written skills and 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 include 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, and accessing online map applications for driving directions to College and facilities.

Minimum qualifications include a strong customer service orientation, reliability, responsibility, excellent oral & written communication skills, ability to learn college programs and policies, ability to multi-task and navigate multiple applications simultaneously, 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, and ability to use basic office equipment and computer programs; including Microsoft Office suite- Word, Outlook and Excel specifically.

Minimum work experience includes 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, and fluency in Spanish.

Additional considerations include experience in a contact or call center, experience with data management, and experience working in a higher education setting.

Each agency within the Commonwealth of Virginia is dedicated to recruiting, supporting, and maintaining a competent and diverse work force. Equal Opportunity Employer.