Call Center Representative

Call Center RepresentativeThis 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 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.Additional Considerations - Fluency in Spanish; Experience in a contact or call center; Experience with data management; Experience working in a higher education setting.