Information Specialist

Lead Information SpecialistThe Marketing Department is recruiting for one full time Lead Information Specialist to work in the Communication Center. This position is responsible for building and strengthening relationships with the College's constituents by providing timely, accurate information about the College's offerings to target audiences as well as individuals who contact the Communication Center.This position is benefits eligible. For more information on Victoria College's excellent benefits package, click the benefits tab. About Our Institution Victoria College (VC) is a vital public community college located in Victoria, Texas and has been a respected community partner in the Crossroads region since 1925 and continues to offer quality, affordable educational opportunities to help our students achieve their dreams. VC offers a variety of high-quality associate's degrees and transfer programs, preparing students for success in their chosen fields. The college fosters a close-knit community, serving approximately 8,200 students across diverse backgrounds and learning styles, including full-time, part-time, online, veterans, and adult learners. VC features five academic divisions:Academic Support & Student SuccessAllied HealthCareer & Technical EducationArts, Humanities, & Social SciencesScience, Mathematics, Engineering, & Physical EducationAdditionally, VC offers various programs through the Academy of Lifelong Learning, catering to the educational needs of the community. Living in the Area Victoria, a charming city with a population of around 67,000, provides a welcoming and affordable environment. Residents enjoy a variety of benefits, including diverse culinary experiences, a rich cultural scene with museums and art galleries, and ample opportunities for outdoor recreation. Victoria boasts over 50 parks and green spaces, including Riverside Park and Spring Creek Greenway, offering scenic walking and biking trails. The city is well-connected with regional transportation networks, including Victoria Regional Airport and multiple bus services. Victoria's cost of living is significantly lower than the national average, making it an attractive option for students and families alike.Duties & ResponsibilitiesAssists the CRM Administrator in the day-to-day operations of the Communication CenterMaintains frequently asked questions, step-by-step guides, and other documentationCollaborates with department leads to ensure the flow of accurately, timely informationProvides personalized customer service to students and the general public via phone, web chat, text message, and emailReceives incoming communications, answers questions, troubleshoots problems, handles complaints, and performs research when necessaryParticipates in outreach efforts designed to inform target audiences about the College's programs, services, and eventsUtilizes a CRM system and other applications to review students' account information and inform them of next steps and other useful informationMaintains an in-depth knowledge of the College's offerings, policies, procedures, and deadlines to properly assist students, offer solutions, and recommend resourcesActively listens to individuals to understand the reason for their communication and identify needs, clarify information, and resolve issuesProvides accurate information and helpful solutions or routes individuals to appropriate resources, keeping customer satisfaction at the core of every actionSeeks to create a positive experience for each individual who contacts the Communication Center, ensuring individuals feel supported and valuedPlays an integral role in communication campaigns, addressing respondents' questions, tracking responses, and providing reports to marketing staffRecords details of communications, inquiries, and actions taken according to standard operating proceduresOperates numerous technology systems, including:Asana - Project management systemCisco - Voiceover internet protocol (VOIP) systemRegroup – Cloud-based mass notification system and emergency communication softwareElement451/TargetX – Customer relationship management (CRM) systemGuides potential and current students through navigating and troubleshooting the College website, portal, and other applications and technology systemsRecognizes, documents, and notifies management of common threads, trends, or key information gathered through communication exchangesMaintains pre-written content used to quickly respond to frequently asked questionsCreates positive working relationships with key personnel and obtains important information from relevant sourcesDe-escalates situations involving dissatisfied individualsTrains student workers at the Admissions' Information Desk and acts as a point of contact for continued guidanceMaintains confidentiality of informationPerforms functions which require a high level of keyboarding accuracyOther duties as assignedQualificationsAssociate degree requiredTwo years of relevant experience in customer service or technical support requiredExceptional customer service, active listening, troubleshooting, and problem-solving skillsStrong verbal and written communication skillsFast and accurate typing and data entry skills along with good spelling and grammarAbility to think critically, understand data, and explain information clearly and conciselyMust possess a positive, friendly, professional, and empathetic attitudeAbility to multitask, manage time effectively, and work independently and under pressure in a fast-paced environmentComputer skills – Adept in using Microsoft Office, search tools, Internet browsers, email, instant messaging, and online calendarsTeam player who is dependable, punctual, organized, detail oriented, and adaptableAbility to quickly learn and retain in-depth knowledge of the College's offerings, technology systems, applications, websites, policies, procedures, and deadlinesAdaptability to different personality types and ability to treat all people with respect under all circumstancesAbility to recognize signs of disgruntled individuals and to diffuse tense situationsAbility to react calmly and effectively to stressful situations and during emergenciesFamiliarity with CRM systems, communication software, and multiline phone systems preferredPrevious experience with or knowledge of the College's offerings preferredFluency in English and Spanish preferredPhysical DemandsWhile performing the duties of this job, the employee is regularly required to use hands and fingers to handle controls, key pads, etc. Will be required to sit and reach with hands and arms as well as, sit, stand, walk, push, pull, bend and stoop while lifting boxes of files and displays. The employee will seldom lift and/or move up to 50 pounds while loading office supplies, displays and paper. Specific vision abilities required include close vision, some color vision, and the ability to adjust focus from documents to computer screen. Hearing of light to moderate sound is required by this job. The noise level in the work environment is usually moderate.