About This Role
This position serves as the primary point of contact for both internal and external customers at Northern Virginia Community College (NVCC), handling Information Center operations. The representative provides bilingual Spanish/English service to a diverse customer base and performs various administrative and programmatic duties to support educational programs, including both inbound and outbound communications.
Responsibilities
- Employ bilingual Spanish/English verbal and written skills
- Provide informational advising to the public, students, parents, faculty, and staff on a variety of programs, activities, and procedures related to admissions, enrollment, college programs, and activities through telephone, email, and online chat
- Provide information on completing the admission application, registration, and graduation process
- Provide information on paying for tuition
- Provide general financial aid information and process details
- Provide student account information
- Provide updates on college and campus activities
- Provide academic program requirements
- Provide location of college departments and personnel
- Provide access to online map applications for driving directions to the college and facilities
Requirements
- Strong customer service orientation, including being pleasant with others, displaying a cooperative attitude, maintaining composure, controlling anger, and avoiding aggressive behavior, even in difficult situations
- Reliable, responsible, and dependable to thoroughly complete work tasks and fulfill obligations, paying attention to details
- 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, including 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 specifically)
- 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
