Call Center Representative, Annandale

Call Center Representative
Description of Position:
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 provide bilingual Spanish/English exceptional service to our diverse customer base.
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.
Description of Duties:
This position employs bilingual Spanish/English verbal and written skills and 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 of college departments and personnel
Accessing online map applications for driving directions to College and facilities.
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Knowledge, Skills & Abilities:
Fluent in both Spanish and English (written and verbal) to effectively respond to inbound inquiries via phone, live chat and emails.
Ability to be 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 Qualifications:
Experience communicating (verbal and written) effectively in a professional setting
Fluent in English and Spanish
Experience working in a high call volume environment.
Experience working in a customer service related position.
Some experience with computers and various software programs, specifically Microsoft Office applications including email and web communications.
Additional Qualifications:
Experience in a contact or call center
Experience with data management
Experience working in a higher education setting
For further information and to Apply:

VCCS is an Equal Employment Opportunity employer.
Salary/Compensation: $50,000 per year
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