Information Center- AI Chatbot Specialist

Working Title Information Center- AI Chatbot Specialist Role Title Education Support Spec II Role Code 29143-FP FLSA Nonexempt Pay Band 03 Position Number 28000785 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 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- Yes Does this position have a bilingual or multilingual skill requirement or preference? Yes Work Schedule

40 hour work week, Monday through Friday, including day, evening and some weekends during peak registration or as needed

Job Description

Sensitive Position No Job Description

The organizational objective of the College Information Center is to assist prospective, new & continuing students with their educational needs through timely, accurate and professional telephone & web based and AI chatbot 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 provide backup support to the AI Chatbot Manager in updating, tracking and managing NOVA’s AI Chatbot knowledgebase; support in the maintenance of the Information Center knowledgebase to include maintaining all reference and training materials.
• May be required to perform other duties as assigned
• 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:

Knowledge

• Working knowledge of Microsoft Office Suite particularly Excel and OneNote.
• Knowledge of College programs, policies, processes and procedures;
  
  

Skills

• Strong verbal & written communication skills
• Strong quality service
• Strong problem solving skills
  
  

Abilities

• Ability to perform at high quality service levels.
• ability to learn and stay abreast of college programs and policies.
• 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.
  
  

Minimum Work Experience

• Experience working in a high volume call/contact center
• Experience working with AI chatbots
• Experience in database management
• Experience working in a college setting in the areas of student services, i.e. admission, registration and/or financial aid
• Experience resolving and following up on customer issues
• Experience working with web base communication tools
• Must be able to work flexible schedule including evenings and weekend.
  
  

Additional Considerations

Additional Considerations

• Fluent in Spanish
  
  

Operation of a State Vehicle No Supervises Employees No Required Travel

N/A

Posting Number CLS_4053P Recruitment Type General Public - G Number of Vacancies 1 Position End Date (if temporary) Job Open Date 09/29/2025 Job Close Date 10/13/2025 Open Until Filled 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’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: https://www.dars.virginia.gov/drs/cpid/PWContact.aspx or call DARS at 800-552-5019, or DBVI at 800-622-2155

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 (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.

Quicklink for Posting https://jobs.vccs.edu/postings/89303