Call Center Representative

Call Center RepresentativeIn 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.Posting DetailsWorking Title: Call Center RepresentativeRole Title: Education Support Spec IIRole Code: 29143-FPFLSA: NonexemptPay Band: 03Position Number: 28000140Agency: Northern VA Community CollegeDivision: NV280-Office of Student ServicesWork Location: Fairfax County - 059Hiring Range: $50,000/yrEmergency/Essential Personnel: NoEEO Category: 5-ParaprofessionalsFull Time or Part Time: Full TimeDoes this position have telework options? Telework options are subject to change based on business needs.Does this position have a bilingual or multilingual skill requirement or preference?Work Schedule: 40+ hour work week, Monday through Friday, includes day, evening and some weekends particularly during peak registration and as needed.Sensitive Position: NoJob DescriptionGeneral Description: 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 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: 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 facilitiesSpecial Assignments: May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor.KSA's/Required QualificationsKSAs: 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.Additional Considerations: Fluency in Spanish. Experience in a contact or call center. Experience with data management. Experience working in a higher education setting.Supplemental Questions* I understand that only information provided at the time of the application submission will be considered when determining my qualifications and only responses to Supplemental Questions that can be verified in my application and resume will be credited.* I understand that this position is not telework eligible and I will be required to attend work in-person.* I understand this position is located in Virginia and I will be required to reside in the DMV metro area.* Do you now, or will you in the future, require sponsorship for an employment visa?* Are you applying for this position to satisfy an OPT training requirement for your educational program?* Do you have experience communicating (verbal and written) effectively in a professional setting?* Do you have experience working in a high call volume environment?* Do you have previous experience working in a customer service-related position?* Do you have experience with computers and various software programs, specifically Microsoft Office applications including email and web communications?Applicant DocumentsRequired Documents:ResumeOptional Documents:Cover Letter/Letter of ApplicationOther DocumentAlternative Hiring Process LetterSF-50 (Documentation of involuntary separation from Federal Agency) Virginia's Community Colleges