Role Title:

Education Support Spec II

Role Code:

29143-FP

FLSA:

Non-Exempt

Pay Band:

03

Working Title:

Customer Service Specialist/Call Center Rep

Position Number:

28000140

Agency:

Northern VA Community College

Division:

NV280-Office of Student Services

Work Location:

Fairfax County - 059

Hiring Range:

$35,000 - $43,000

Emergency/Essential Personnel:

No

EEO Category:

E-Paraprofessionals

Full Time or Part Time:

Full Time

Work Schedule:

40+ hour work week, Monday through Friday, includes day, evening and some weekends particularly during peak registration and as needed.

Sensitive Position:

No

Job Description:

This position will serve as point of contact for both internal & external customers within the college by performing Call 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 Call Center.

This position 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 to college departments and personnel, accessing online map applications for driving directions to College and facilities

Special 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 Qualifications:

Knowledge, Skills & Abilities:

•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.

Required qualifications:

•Associate of Arts (AA), Associate of Science (AS), Associate of Applied Science (AAS) or a combination of education, training, and experience•Experience working in a high call volume environment•Several years of experience working in a customer service-related position•Experience with computers and various software programs; specifically, Microsoft Office applications including email and web communications.

Preferred Qualifications:

•Fluency in Spanish
•Experience in a community college
•Experience with data management
•Experience working in a higher education setting

Operation of a State Vehicle:

No

Supervises Employees:

No

Required Travel:

No

Salary:

$35,000 - $43,000

Posting Number:

CLS_269P

Recruitment Type:

Public

Number of Vacancies:

1

Job Open Date:

02/15/2021

Job Close Date:

04/19/2021

Open Until Filled:

No

Agency Website:

www.nvcc.edu

Background Check Statement Disclaimer:

The selected candidate’s offer is contingent upon the successful completion of a criminal background investigation, which may include: fingerprint checks, local agency checks, employment verification, verification of education, credit checks (relevant to employment). Additionally, selected candidates may be required to complete the Commonwealth’s Statement of Economic Interest. For more information, please follow this link: http://ethics.dls.virginia.gov/

EEO Statement:

The Virginia Community College System, an EEO employer, welcomes applications from people of all backgrounds and recognizes the benefits of a diverse workforce. Therefore, the VCCS is committed to providing a work environment free of discrimination and harassment. Employment decisions are based on business needs, job requirements and individual qualifications. We prohibit discrimination and harassment on the basis of race, color, religion, sex, national origin, age, sexual orientation, mental or physical disabilities, political affiliation, veteran status, gender identity, or other non-merit factors.

ADA Statement:

The VCCS is an EOE and Affirmative Action Employer. In compliance with the Americans with Disabilities Acts (ADA and ADAAA), VCCS will provide, if requested, reasonable accommodation to applicants in need of access to the application, interviewing and selection processes.

E-Verify Statement:

VCCS uses E-Verify to check employee eligibility to work in the United States. You will be required to complete an I-9 form and provide documentation of your identity for employment purposes.

Quicklink for Posting:

https://jobs.vccs.edu/postings/31706