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Customer Service Team Lead
- Fairfax County, Virginia, United States
- Hold for NV280-VP Student Affairs
- Northern VA Community College
Title: Customer Service Team Lead
Agency: Northern VA Community College
Location: Fairfax County - 059
FLSA: Nonexempt
Hiring Range: $55,000 - $65,000
Full Time or Part Time: Full Time
Additional Detail
Job Description:
General Description:
The organizational objective of the call center is to assist prospective, new & continuing students with their educational needs through timely, accurate and professional telephone & web based communication.
Duties and Tasks:
The organizational objective of the call center is to assist prospective, new & continuing students with their educational needs through timely, accurate and professional telephone & web based communication.
Duties and Tasks:
- This position will serve as point of contact for both internal & external customers within the college by performing Information Center operations for NVCC. Contacts include the general public, students, parents, faculty, staff, etc.
- The incumbent will perform a variety of administrative & programmatic duties in support of educational programs.
- This position will lead in maintaining all reference materials for the Information Center department .
- This position will serve as a liaison between key college departments and the College Information Center, soliciting and recording updates to programs, processes and events into Information Center knowledge base.
Required KSAs:
- Knowledge:
- Working knowledge of Microsoft Office Suite;
- Skills:
- Strong verbal & written skills; strong problem solving skills
- Abilities:
- Ability to learn and stay abreast of college programs and policies;
- Ability to learn web base communication applications i.e. email and online chat;
- Ability to make decisions & work independently;
- Ability to provide 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;
- Ability to be reliable, responsible and dependable to thoroughly complete work tasks and fulfill obligations paying attention to details; ability to communicate with students from diverse backgrounds;
- Ability to demonstrate word processing, key board proficiency & proficiency in spreadsheet & database application; ability to work flexible schedule including evenings and weekend.
Minimum Work Experience:
- Experience communicating (verbal and written) effectively in a professional setting.
- Experience working in a high volume call center.
- Experience in a customer service environment.
- Experience in student service related areas i.e. admission/registration and/or financial aid.
- Experience in resolving and following up on customer issues.
- Experience using web base communication tools.
Additional Considerations:
- Experience working as a team lead in a high call volume environment, fluent in Spanish;
- Experience working in a college setting, knowledge of People Soft, working knowledge of Microsoft Excel.
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