Lead Information Specialist

This position is benefits eligible. For more information on Victoria College's excellent benefits package, click the benefits tab.

About Our Institution

Victoria College (VC) is a vital public community college located in Victoria, Texas and has been a respected community partner in the Crossroads region since 1925 and continues to offer quality, affordable educational opportunities to help our students achieve their dreams. VC offers a variety of high-quality associate's degrees and transfer programs, preparing students for success in their chosen fields. The college fosters a close-knit community, serving approximately 8,200 students across diverse backgrounds and learning styles, including full-time, part-time, online, veterans, and adult learners. VC features five academic divisions:

1. Academic Support & Student Success
2. Allied Health
3. Career & Technical Education
4. Arts, Humanities, & Social Sciences
5. Science, Mathematics, Engineering, & Physical Education

Additionally, VC offers various programs through the Academy of Lifelong Learning, catering to the educational needs of the community.

Living in the Area

Victoria, a charming city with a population of around 67,000, provides a welcoming and affordable environment. Residents enjoy a variety of benefits, including diverse culinary experiences, a rich cultural scene with museums and art galleries, and ample opportunities for outdoor recreation. Victoria boasts over 50 parks and green spaces, including Riverside Park and Spring Creek Greenway, offering scenic walking and biking trails. The city is well-connected with regional transportation networks, including Victoria Regional Airport and multiple bus services. Victoria's cost of living is significantly lower than the national average, making it an attractive option for students and families alike.

Duties & Responsibilities

1. Assists the CRM Administrator in the day-to-day operations of the Communication Center
2. Maintains frequently asked questions, step-by-step guides, and other documentation
3. Collaborates with department leads to ensure the flow of accurately, timely information
4. Provides personalized customer service to students and the general public via phone, web chat, text message, and email
5. Receives incoming communications, answers questions, troubleshoots problems, handles complaints, and performs research when necessary
6. Participates in outreach efforts designed to inform target audiences about the Colleges programs, services, and events
7. Utilizes a CRM system and other applications to review students account information and inform them of next steps and other useful information
8. Maintains an in-depth knowledge of the Colleges offerings, policies, procedures, and deadlines to properly assist students, offer solutions, and recommend resources
9. Actively listens to individuals to understand the reason for their communication and identify needs, clarify information, and resolve issues
10. Provides accurate information and helpful solutions or routes individuals to appropriate resources, keeping customer satisfaction at the core of every action
11. Seeks to create a positive experience for each individual who contacts the Communication Center, ensuring individuals feel supported and valued
12. Plays an integral role in communication campaigns, addressing respondents questions, tracking responses, and providing reports to marketing staff
13. Records details of communications, inquiries, and actions taken according to standard operating procedures
14. Operates numerous technology systems, including:
    • Asana - Project management system
    • Cisco - Voiceover internet protocol (VOIP) system
    • Regroup – Cloud-based mass notification system and emergency communication software
    • Element451/TargetX – Customer relationship management (CRM) system
15. Guides potential and current students through navigating and troubleshooting the College website, portal, and other applications and technology systems
16. Recognizes, documents, and notifies management of common threads, trends, or key information gathered through communication exchanges
17. Maintains pre-written content used to quickly respond to frequently asked questions
18. Creates positive working relationships with key personnel and obtains important information from relevant sources
19. De-escalates situations involving dissatisfied individuals
20. Trains student workers at the Admissions Information Desk and acts as a point of contact for continued guidance
21. Maintains confidentiality of information
22. Performs functions which require a high level of keyboarding accuracy
23. Other duties as assigned

Qualifications

• Associate degree required
• Two years of relevant experience in customer service or technical support required
• Exceptional customer service, active listening, troubleshooting, and problem-solving skills
• Strong verbal and written communication skills
• Fast and accurate typing and data entry skills along with good spelling and grammar
• Ability to think critically, understand data, and explain information clearly and concisely
• Must possess a positive, friendly, professional, and empathetic attitude
• Ability to multitask, manage time effectively, and work independently and under pressure in a fast-paced environment
• Computer skills – Adept in using Microsoft Office, search tools, Internet browsers, email, instant messaging, and online calendars
• Team player who is dependable, punctual, organized, detail oriented, and adaptable
• Ability to quickly learn and retain in-depth knowledge of the Colleges offerings, technology systems, applications, websites, policies, procedures, and deadlines
• Adaptability to different personality types and ability to treat all people with respect under all circumstances
• Ability to recognize signs of disgruntled individuals and to diffuse tense situations
• Ability to react calmly and effectively to stressful situations and during emergencies
• Familiarity with CRM systems, communication software, and multiline phone systems preferred
• Previous experience with or knowledge of the Colleges offerings preferred
• Fluency in English and Spanish preferred

Physical Demands

While performing the duties of this job, the employee is regularly required to use hands and fingers to handle controls, key pads, etc. Will be required to sit and reach with hands and arms as well as, sit, stand, walk, push, pull, bend and stoop while lifting boxes of files and displays. The employee will seldom lift and/or move up to 50 pounds while loading office supplies, displays and paper. Specific vision abilities required include close vision, some color vision, and the ability to adjust focus from documents to computer screen. Hearing of light to moderate sound is required by this job. The noise level in the work environment is usually moderate.

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