Lead Information Specialist

About This Role

This full-time Lead Information Specialist position in the Communication Center is responsible for building and strengthening relationships with the College’s constituents. The role involves providing timely, accurate information about the College’s offerings to target audiences and individuals who contact the Communication Center.

Responsibilities

• Assist the CRM Administrator in the day-to-day operations of the Communication Center
• Maintain frequently asked questions, step-by-step guides, and other documentation
• Collaborate with department leads to ensure the flow of accurate, timely information
• Provide personalized customer service to students and the general public via phone, web chat, text message, and email
• Receive incoming communications, answer questions, troubleshoot problems, handle complaints, and perform research when necessary
• Participate in outreach efforts designed to inform target audiences about the College’s programs, services, and events
• Utilize a CRM system and other applications to review students’ account information and inform them of next steps and other useful information
• Maintain an in-depth knowledge of the College’s offerings, policies, procedures, and deadlines to properly assist students, offer solutions, and recommend resources
• Actively listen to individuals to understand the reason for their communication and identify needs, clarify information, and resolve issues
• Provide accurate information and helpful solutions or route individuals to appropriate resources, keeping customer satisfaction at the core of every action
• Seek to create a positive experience for each individual who contacts the Communication Center, ensuring individuals feel supported and valued
• Play an integral role in communication campaigns, addressing respondents’ questions, tracking responses, and providing reports to marketing staff
• Record details of communications

Benefits

• Benefits eligible

About the Company

Victoria College (VC) is a public community college located in Victoria, Texas, and has been a community partner in the Crossroads region since 1925. It offers quality, affordable educational opportunities, including associate's degrees and transfer programs, to approximately 8,200 students across diverse backgrounds. VC features five academic divisions: Academic Support & Student Success; Allied Health; Career & Technical Education; Arts, Humanities, & Social Sciences; and Science, Mathematics, Engineering, & Physical Education. Additionally, VC offers various programs through the Academy of Lifelong Learning.