Information Center- AI Chatbot Specialist

Title: Information Center- AI Chatbot Specialist

Agency: Northern VA Community College

Location: Fairfax County - 059

FLSA: Exempt

Hiring Range: $50,000-$60,000

Full Time or Part Time: Full Time

Additional Detail

• 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 primarily providing 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.
• This position will also serve as a lead between SMEs at the college for AI Chatbot program and the backup for College Information Center, soliciting and recording updates to programs, policies, processes and events into Information Center and NOVA AI Chatbot knowledge bases.
• May be required to perform other duties as assigned.

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

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

• 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.
• Ability to work flexible schedule including evenings and weekend.

• Experience working in a high volume call/contact center
• Experience working with AI chatbots
• Experience working as a supervisor or team lead in a fast paced environment
• Experience working in a fast paced customer service environment
• Experience in student services related areas, i.e. admission/registration and/or financial aid
• Experience resolving and following up on customer issues
• Experience working with web base communication tools

• Fluent in Spanish
• Experience working in a college setting
• Experience in database management