Posting Summary



Working Title
Call Center Specialist


Role Title
Education Support Spec II


Role Code
29143-FP


FLSA
Non-Exempt


Pay Band
03


Position Number
28000735


Agency
Northern VA Community College


Division
NV280-Office of Student Services


Work Location
Fairfax County - 059


Hiring Range
$40,000-$46,000


Emergency/Essential Personnel
No


EEO Category
B-Professional


Full Time or Part Time
Full Time


Does this position have telework options? -Telework options are subject to change based on business needs-
No


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


Work Schedule
40+ hour work week, Monday \xe2\x80\x93 Friday, including day, evening and some weekends during peak registration or as needed


Sensitive Position
No




General Description:
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 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.

Duties and Tasks:

• 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.
• 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
  
  

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

Required KSA\xe2\x80\x99s:

• Excellent oral & written communication skills.
• Knowledge of web communications & Microsoft Office applications specifically Outlook, Excel & Word.
• Ability to learn new systems and adapt to changes in the workplace.
• Must be able to accept feedback and effectively handle high stress situations.
• Ability to communicate with students and customers of diverse backgrounds.
• Must be able to work day and evening shifts, including weekends, and be able to work over time during peak periods.

Minimum Qualifications:

• Associate of Arts (AA), Associate of Science (AS), Associate of Applied Science (AAS); OR an equivalent combination of education, training, and experience.
• Some experience working in a high call volume environment.
• Some 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.

Preferred Qualifications

Preferred Qualifications:

• Fluency in Spanish;
• Experience in a contact or call center
• Experience with data management
• Experience working in a higher education setting

Operation of a State Vehicle
No


Supervises Employees
No


Required Travel
may be required to travel between campuses.


Posting Detail Information



Posting Number
CLS_2070P


Recruitment Type
General Public - G


Number of Vacancies
1


Position End Date (if temporary)



Job Open Date
03/20/2023


Job Close Date
04/03/2023


Open Until Filled
No


Agency Website



Contact Name



Email



Phone Number



Special Instructions to Applicants
In support of the Commonwealth\xe2\x80\x99s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their Certificate of Disability (COD) provided by a Certified Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS). Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS to get their Certificate of Disability. If you need to get a Certificate of Disability, use this link:


Additional Information

Northern Virginia Community College (NOVA) is the largest public institution of higher education in the Commonwealth of Virginia and one of the largest community colleges in the nation. NOVA enrolls nearly 75,000 students on its six campuses in Alexandria, Annandale, Sterling, Manassas, Springfield, and Woodbridge, as well as through NOVA Online and high school dual enrollment programs. The College offers more than 100 affordable associate degree and certificate programs to help our students reach their academic and professional goals in some of the most in-demand careers.

At NOVA, we are deeply committed to fostering an inclusive community for all students, faculty, and staff, and our diverse workforce is representative of this commitment. To this end, we encourage all applicants seeking to add value through their diverse backgrounds, experiences, and interests to consider employment opportunities with NOVA. To learn more about NOVA\xe2\x80\x99s commitment to inclusive excellence, please visit our website.

NOVA offers eligible employees a benefits package that includes a comprehensive health and dental insurance program, generous paid leave, deferred compensation plans, paid parental leave, state employee discounts, and a solid and secure retirement program.

We strive to ensure our employees have the tools and development opportunities to support and promote NOVA\xe2\x80\x99s mission.

For more information about NOVA and its programs and services, please visit our website at

The security of our students, faculty, and staff is very important at NOVA . Please take a moment to review NOVA\xe2\x80\x99s Annual Security Reports.


Background Check Statement Disclaimer The selected candidate\xe2\x80\x99s 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\xe2\x80\x99s 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.