Call Center Representative

Posting Summary

Working Title

Call Center Representative

Role Title

Education Support Spec II

Role Code

29143-FP

FLSA

Nonexempt

Pay Band

03

Position Number

Agency

Northern VA Community College

Division

NV280-Office of Student Services

Work Location

Fairfax County - 059

Hiring Range

$50,000

Emergency/Essential Personnel

No

EEO Category

E-Paraprofessional

Full Time or Part Time

Full 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?

Work Schedule

40 hour work week, Monday through Friday, includes day, evening and some weekends particularly during peak registration and as needed.

Sensitive Position

No

Job Description

Job 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.
• The 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.

***Applicants must reside in VA, MD, or DC.

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 KSAs:

• 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 and Spanish
• Ability to use basic office equipment and computer programs; including Microsoft Office suite- Word, Outlook and Excel specifically.

Minimum Work Experience:

• Experience communicating (verbal and written) effectively in a professional setting.
• Experience working in a high call volume environment.
• Experience working in a customer service related position.
• Experience with computers and various software programs, specifically Microsoft Office applications including email and web communications.

Additional Considerations

Additional Considerations:

• 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

N/A

Posting Detail Information

Posting Number

CLS_4011P

Recruitment Type

General Public - G

Number of Vacancies

1

Position End Date (if temporary)

Job Open Date

09/11/2025

Job Close Date

09/25/2025

Open Until Filled

Agency Website

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's Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter. To request an AHP Letter, use this link:

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:

EEO Statement

The Virginia Community College System (VCCS) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, political affiliation, veteran status, sexual orientation, gender identity or other non-merit factors.

ADA Statement

The Virginia Community College System (VCCS) is an Equal Employment Opportunity employer and complies with the Americans with Disabilities Acts (ADA and ADAAA), to provide, reasonable accommodation to applicants in need of access to the application, interviewing, and selection processes when requested.

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.

Salary : $104,000 - $130,878