Address
Form of workPosting Details
Posting Summary
Working Title
Customer Service Specialist (Part-Time)
Role Title
Education Support Spec II
Role Code
29143-FP
FLSA
Nonexempt
Pay Band
03
Position Number
280W0151
Agency
Northern VA Community College
Division
NV280-Office of Student Services
Work Location
Fairfax County - 059
Hiring Range
$22.00/hr
Emergency/Essential Personnel
No
EEO Category
E-Paraprofessional
Full Time or Part Time
Part Time
Does this position have telework options? -Telework options are subject to change based on business needs-
Does this position have a bilingual or multilingual skill requirement or preference?
Yes
Work Schedule
29 to 32 hours work week, Monday through Friday , including day, evening and some weekends during peak registration or as needed.
Sensitive Position
No
Job Description
General Description:
This position will serve as point of contact for both internal & external customers within the college by performing Call Center operations for 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
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
RequiredKSA's:
Minimum Qualifications:
Additional Considerations
Additional Considerations:
Operation of a State Vehicle
No
Supervises Employees
No
Required Travel
n/a
Posting Detail Information
Posting Number
WGE_1779P
Recruitment Type
General Public - G
Number of Vacancies
1
Position End Date (if temporary)
Job Open Date
01/22/2024
Job Close Date
02/05/2024
Open Until Filled
No
Agency Website
www.nvcc.edu
Contact Name
Email
Phone Number
Special Instructions to Applicants
In support of the Commonwealth's 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: https://www.vadars.org/drs/cpid/PWContact.aspx , or call DARS at 800- 552-5019.
Additional Information
Background Check Statement Disclaimer
The selected candidate's 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's 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.
Quicklink for Posting
https://jobs.vccs.edu/postings/69493
Posting Summary
Working Title
Customer Service Specialist (Part-Time)
Role Title
Education Support Spec II
Role Code
29143-FP
FLSA
Nonexempt
Pay Band
03
Position Number
280W0151
Agency
Northern VA Community College
Division
NV280-Office of Student Services
Work Location
Fairfax County - 059
Hiring Range
$22.00/hr
Emergency/Essential Personnel
No
EEO Category
E-Paraprofessional
Full Time or Part Time
Part Time
Does this position have telework options? -Telework options are subject to change based on business needs-
Does this position have a bilingual or multilingual skill requirement or preference?
Yes
Work Schedule
29 to 32 hours work week, Monday through Friday , including day, evening and some weekends during peak registration or as needed.
Sensitive Position
No
Job Description
General Description:
This position will serve as point of contact for both internal & external customers within the college by performing Call Center operations for 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
- Make regular outbound calls to persuade prospective students to apply for admission and enroll for College courses.
- Contact current students to inform, remind and encourage them to take appropriate actions to ensure continued enrollment.
- Employ effective verbal and written communications skills in explaining College programs and services thereby increasing students understanding.
- Determine when more in depth information & guidance is needed and refer inquiry to appropriate person or office.
- Strong multi-tasking skills to effectively respond to inbound inquiries and proactively initiate outbound contacts.
- Manage ongoing projects using appropriate project management tools and guidelines to ensure goals and deadlines are met.
- Assists inbound Call Center unit specifically during peak periods by providing general information to general public, students, parents, faculty & staff on a variety of programs, activities, procedures related to admissions, enrollment, college programs & activities through the telephone & web communications.
- Assists general public, students, parents, faculty & staff with referrals to campus personnel as needed.
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
RequiredKSA's:
- Strong Customer Service orientation which includes being 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
- Ability to use basic office equipment and computer programs; including Microsoft Office suite- Word, Outlook and Excel specifically.
Minimum Qualifications:
- Experience in a Customer Service-related position.
- Experience working in a high volume call center or fast-paced environment.
- Experience working with computers and various software programs - specifically Microsoft Office applications including email and web communications.
Additional Considerations
Additional Considerations:
- Fluency in Spanish.
- Experience working 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
n/a
Posting Detail Information
Posting Number
WGE_1779P
Recruitment Type
General Public - G
Number of Vacancies
1
Position End Date (if temporary)
Job Open Date
01/22/2024
Job Close Date
02/05/2024
Open Until Filled
No
Agency Website
www.nvcc.edu
Contact Name
Phone Number
Special Instructions to Applicants
In support of the Commonwealth's 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: https://www.vadars.org/drs/cpid/PWContact.aspx , or call DARS at 800- 552-5019.
Additional Information
Background Check Statement Disclaimer
The selected candidate's 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's 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.
Quicklink for Posting
https://jobs.vccs.edu/postings/69493
