Virginia's Community College System
Customer Service Team Lead
🇺🇸
Fairfax County, VA
🕑
Full-Time
💰
$55K - $65K
💻
Customer Support
🗓️
April 1st, 2026
Edtech.com's Summary
Northern Virginia Community College is hiring a Customer Service Team Lead. The role involves leading Information Center operations to assist prospective, new, and continuing students through telephone and web communication, maintaining reference materials, and acting as a liaison between college departments and the Information Center.
Highlights
- Serve as point of contact for internal and external customers including students, parents, faculty, and staff.
- Perform administrative and programmatic duties supporting educational programs.
- Maintain all reference materials for the Information Center department.
- Update and record programs, processes, and events in the Information Center knowledge base as a liaison between key college departments.
- Proficient in Microsoft Office Suite with skills in verbal and written communication, problem solving, and customer service.
- Experience required in high volume call centers, customer service environments, and student services such as admission, registration, or financial aid.
- Ability to use web-based communication tools including email and online chat.
- Must be able to work flexible schedules including evenings and weekends as needed.
- Hiring range is $55,000 to $65,000 annually.
- Position is full-time within the Office of Student Services at Northern Virginia Community College.
Customer Service Team Lead Full Description
Customer Service Team Lead
Please see Special Instructions for more details.
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
Posting Summary
Working Title | Customer Service Team Lead
Role Title | Education Support Spec II
Role Code | 29143-FP
FLSA | Nonexempt
Pay Band | 03
Position Number | 28000774
Agency | Northern VA Community College
Division | NV280-Office of Student Services
Work Location | Fairfax County - 059
Hiring Range | $55,000 - $65,000
Emergency/Essential Personnel | No
EEO Category | 5-Paraprofessionals
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, including day, evening and some weekends during peak registration or as needed
Sensitive Position | No
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: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.
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; Skills:Strong verbal & written skills; strong problem solving skillsAbilities: 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 | 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.
Operation of a State Vehicle | No
Supervises Employees | No
Required Travel | n/a
Role Title | Education Support Spec II
Role Code | 29143-FP
FLSA | Nonexempt
Pay Band | 03
Position Number | 28000774
Agency | Northern VA Community College
Division | NV280-Office of Student Services
Work Location | Fairfax County - 059
Hiring Range | $55,000 - $65,000
Emergency/Essential Personnel | No
EEO Category | 5-Paraprofessionals
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, including day, evening and some weekends during peak registration or as needed
Sensitive Position | No
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: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.
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; Skills:Strong verbal & written skills; strong problem solving skillsAbilities: 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 | 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.
Operation of a State Vehicle | No
Supervises Employees | No
Required Travel | n/a
Posting Detail Information
Posting Number | CLS_4389P
Recruitment Type | General Public - G
Number of Vacancies | 1
Position End Date (if temporary) |
Job Open Date | 03/31/2026
Job Close Date | 04/21/2026
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
Northern Virginia Community College (NOVA) is the largest public institution of higher education in the Commonwealth of Virginia and one of the largest community colleges in the nation. NOVA enrolls nearly 75,000 students on its six campuses in Alexandria, Annandale, Sterling, Manassas, Springfield, and Woodbridge, as well as through NOVA Online and high school dual enrollment programs. The College offers more than 100 affordable associate degree and certificate programs to help our students reach their academic and professional goals in some of the most in-demand careers.At NOVA, we are deeply committed to fostering an inclusive community for all students, faculty, and staff, and our diverse workforce is representative of this commitment. To this end, we encourage all applicants seeking to add value through their diverse backgrounds, experiences, and interests to consider employment opportunities with NOVA. To learn more about NOVA’s commitment to inclusive excellence, please visit our website. NOVA offers eligible employees a benefits package that includes a comprehensive health and dental insurance program, generous paid leave, deferred compensation plans, paid parental leave, state employee discounts, and a solid and secure retirement program.We strive to ensure our employees have the tools and development opportunities to support and promote NOVA’s mission. For more information about NOVA and its programs and services, please visit our website at www.nvcc.edu. The security of our students, faculty, and staff is very important at NOVA. Please take a moment to review NOVA’s Annual Security Reports.
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/94916
Recruitment Type | General Public - G
Number of Vacancies | 1
Position End Date (if temporary) |
Job Open Date | 03/31/2026
Job Close Date | 04/21/2026
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
Northern Virginia Community College (NOVA) is the largest public institution of higher education in the Commonwealth of Virginia and one of the largest community colleges in the nation. NOVA enrolls nearly 75,000 students on its six campuses in Alexandria, Annandale, Sterling, Manassas, Springfield, and Woodbridge, as well as through NOVA Online and high school dual enrollment programs. The College offers more than 100 affordable associate degree and certificate programs to help our students reach their academic and professional goals in some of the most in-demand careers.At NOVA, we are deeply committed to fostering an inclusive community for all students, faculty, and staff, and our diverse workforce is representative of this commitment. To this end, we encourage all applicants seeking to add value through their diverse backgrounds, experiences, and interests to consider employment opportunities with NOVA. To learn more about NOVA’s commitment to inclusive excellence, please visit our website. NOVA offers eligible employees a benefits package that includes a comprehensive health and dental insurance program, generous paid leave, deferred compensation plans, paid parental leave, state employee discounts, and a solid and secure retirement program.We strive to ensure our employees have the tools and development opportunities to support and promote NOVA’s mission. For more information about NOVA and its programs and services, please visit our website at www.nvcc.edu. The security of our students, faculty, and staff is very important at NOVA. Please take a moment to review NOVA’s Annual Security Reports.
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/94916
Supplemental Questions
Required fields are indicated with an asterisk (*).
- * I understand that only information provided at the time of the application submission will be considered when determining my qualifications and only responses to Supplemental Questions that can be verified in my application and resume will be credited.
- Yes
- No
- * I understand this position is located in Virginia and I will be required to reside in the DMV metro area.
- Yes
- No
- * Do you now or in the future require visa sponsorship to work in the United States?
- Yes
- No
- * Do you have experience communicating (verbal and written) effectively in a professional setting?
- Yes
- No
- * Do you have experience working in a high volume call center?
- Yes
- No
- * Do you have experience in a customer service environment?
- Yes
- No
- * Do you have experience in student service-related areas i.e. admission/registration and/or financial aid?
- Yes
- No
- * Do you have experience in resolving and following up on customer issues?
- Yes
- No
- * Do you have experience using web base communication tools?
- Yes
- No
Applicant Documents
Required Documents
- Resume
Optional Documents
- Cover Letter/Letter of Application
- Other Document
- Alternative Hiring Process Letter
- (877) 340-5577
- ats@ssc.vccs.edu
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