Call Center Coordinator

Job description

Role Title:

Education Support Spec III

Role Code:

29144-FP

FLSA:

Exempt

Pay Band:

04

Working Title:

Call Center Coordinator

Position Number:

28000773

Agency:

Northern VA Community College

Division:

NV280-Office of Student Services

Work Location:

Fairfax County - 059

Hiring Range:

$50,000 - $59,500

Emergency/Essential Personnel:

No

EEO Category:

B-Professionals

Full Time or Part Time:

Full Time

Does this position have telework options?:

Yes

Does this position have a bilingual or multilingual skill requirement or preference?:

Yes

Work Schedule:

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

Sensitive Position:

No

Job Description:

This position performs a variety of administrative & programmatic duties for the Call Center in support of The Office of Student Services. This position oversees three key Call Center programs: internal technology & emergency support which includes remote support to call center staff; project management; and supervision of call center staff. The incumbent will serve as Coordinator, specialized in college support services including recruitment, admission & registration, financial aid and tuition payment programs.

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:

KSA’s:

•Strong working knowledge of Microsoft Office Suite, computer, and call center technologies, and the internet •Strong verbal & written communication skills, solid supervisory skills, and strong problem-solving skills•Ability to learn and stay abreast of college programs and policies•Ability to learn web base communication applications i.e. email and online chat•Ability to make decisions & work independently•Ability to provide strong customer service orientation which includes being pleasant with others on the job, ability to provide backup supervision of staff as needed•Displaying cooperative attitude, maintaining composure, controlling anger, and avoiding aggressive behavior, even in very difficult situations•Ability to be reliable, responsible, and dependable to thoroughly complete work tasks and fulfill obligations paying attention to details•Ability to communicate with students from diverse backgrounds•Ability to demonstrate word processing, key board proficiency & proficiency in spreadsheet & database application•Ability to work flexible schedule including evenings and weekend.

Required Qualifications:

•Associate degree in information technology, computer science, communications, business, or related field or a combination of training & experience. •Several years’ experience working full time in a high-volume call center.•Several years’ experience working in a fast-paced customer service environment.•Experience in student service-related areas i.e. admission/registration and/or financial aid•Experience in resolving and following up on customer issues. •Experience using call center technology & web base communication tools.

Preferred Qualifications:

•Experience working in a supervisory role in a high call volume environment
•Fluent in Spanish
•Experience working in a college setting
•Experience with People Soft
•Experience working with computer, i.e. Microsoft Excel and cloud storage.

Operation of a State Vehicle:

No

Supervises Employees:

Yes

Required Travel:

No

Posting Number:

CLS_332P

Recruitment Type:

Public

Number of Vacancies:

1

Job Open Date:

03/11/2021

Job Close Date:

04/14/2021

Open Until Filled:

No

Agency Website:

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/32390

 

 

 

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Job No:
Posted: 4/7/2021
Application Due: 4/14/2021
Work Type: Full Time
Salary: