Call Center Representative

About This Role

This position serves as the primary point of contact for both internal and external customers at Northern Virginia Community College (NVCC), performing Information Center operations. The incumbent will handle a variety of administrative and programmatic duties to support educational programs, managing both inbound and outbound inquiries within the Information Center.

Responsibilities

• Provide informational advising to the public, students, parents, faculty, and staff on programs, activities, and procedures related to admissions, enrollment, and college activities via telephone, email, and online chat
• Assist with completing admission applications, registration, and graduation processes
• Provide information on tuition payment, general financial aid, and student accounts
• Offer updates on college and campus activities
• Explain academic program requirements
• Direct to college departments and personnel
• Assist with accessing online map applications for driving directions to college facilities

Requirements

• Strong customer service orientation, including pleasantness, cooperation, composure, and anger control in difficult situations
• Reliable, responsible, and dependable with thorough completion of work tasks and attention to detail
• Excellent oral and written communication skills
• Ability to learn college programs and policies
• Ability to multi-task and navigate multiple applications simultaneously
• Ability to learn web-based communication applications (e.g., email and online chat)
• Ability to make decisions and work independently
• Ability to work a 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)
• Experience communicating effectively (verbal and written) 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

Nice to have:

• Fluency in Spanish
• Experience in a contact or call center
• Experience with data management