What are the responsibilities and job description for the Information Center Coordinator position at Northern VA Community College?
Title: Information Center Coordinator
Agency: Northern VA Community College
Location: Fairfax County - 059
FLSA: Exempt
Hiring Range: $65,000-$75,000
Full Time or Part Time: Full Time
Additional Detail
Job Description:
General Description:
This position performs a variety of administrative & programmatic duties for the Information Center in support of the Student Affairs Division. This position oversees three key Information Center programs: internal technology & emergency support which includes remote support to Information Center staff; project management; and supervision of Information Center staff. The incumbent will serve as Coordinator, specialized in college support services including admission & registration, financial aid and tuition payment programs.
Duties and Tasks:
- Respond to inbound inquiries and provide information to general public, students, parents, faculty & staff on programs, activities, procedures related to admissions, enrollment, college programs & activities through the telephone, live chat and email
- Supervise the day to day work performance of Information Center reps by responding to staff inquiries, monitoring and documenting performance issues as needed
- Proactively respond & resolve escalated customer issues by researching College website and publications, emails and communicating with key department personnel and following up with customers in a timely manner
- Assist management in ensuring current and new contact center technologies are performing at optimal level for Information Center staff by testing and tracking incidents
- Assist in the response to service interruption (power & network outages & weather related events) of activities via telephone & web base communications
Must be able to work flexible schedule including evenings and weekend
Minimum Qualifications:
Required KSA's:
- Strong verbal & written communication skills, solid supervisory skills, and strong problem-solving skills
- 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.
- 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
Minimum Work Experience:
- Experience working full time in a supervisory role in a fast paced environment
- Experience working in higher education setting
- Experience in resolving and following up on customer escalations
- Experience working with computers & various software programs - specifically MS Office apps, cloud drives & web communications
- Experience providing strong costumer service
- Project Management Experience
- Must be able to work flexible schedule including evenings and weekend
Additional Considerations:
Additional Considerations:
- Fluent in Spanish
- Experience in a contact center environment
- Experience working in a college setting in student service-related areas i.e. admission, registration and/or financial aid
Each agency within the Commonwealth of Virginia is dedicated to recruiting, supporting, and maintaining a competent and diverse work force. Equal Opportunity Employer
Salary : $65,000 - $75,000