Customer Engagement Specialist

Customer Engagement Specialist Posting Details Posting Summary Working Title Customer Engagement Specialist Role Title Admin and Office Spec III Role Code 19013-SW FLSA Nonexempt Pay Band 03 Position Number 27000331 Agency VCCS-Shared Services Center Division Shared Services Center (Div) Work Location Botetourt

• 023 Hiring Range $37,000
• $42,200 Emergency/Essential Personnel No EEO Category 6-Administrative Support 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? No Work Schedule Monday
• Friday 8:00 AM
• 5:00 PM Sensitive Position No Job Description Innovation allows an organization to make the most of every dollar spent.

At Virginia's Community Colleges System (VCCS), our compelling mission, our ambitious strategic plan and our fiscal realities challenge us to ensure that community college resources are maximized for the priority of student success and credential completion. Nestled between the Blue Ridge and Appalachian Mountains, the VCCS Shared Services Center is centrally located to all 23 colleges in the

VCCS, 43

miles from Blacksburg, VA, and a four hour drive from Washington, D.C. A vital part of the ever-growing Roanoke Valley, Daleville is a haven for tourists and residents alike. Within an hour's drive are the breathtaking Smith Mountain Lake, world-famous Appalachian Trail, and many other outdoor activities, including golfing, biking, and hiking. The thriving Historic City Market in downtown Roanoke and the Daleville Town Center and Performance Pavilion also host farmers markets, community and cultural events, and festivals throughout the year. The VCCS Shared Services Center is an innovation strategy to advance the priority of student success, reduce the administrative burden on individual colleges, consolidate transaction-based functions, create economies of scale and improve backroom process efficiency. This work allows the VCCS to better focus resources on the students

• helping them start their educational journeys, persist, and succeed.

The Customer Engagement Specialist will be a key member of the SSC team, responsible for tracking and responding to external (i.e. vendors, other agencies, etc.) and internal (i.e. colleges, employees, staff, etc.) customers' inquiries. The specialist will be responsible for: Answering all incoming phone calls from end-users, vendors, and business partners Ensuring excellent service with external and internal customers Exhibiting strong problem-solving skills Participating in continuous improvement initiatives To help improve Customer Engagement performance and enhance coaching abilities, a combination of call recordings, notes review, and customer surveys will be used. The purpose of this is to: Ensure regulatory compliance Capture lost details Review performance of Customer Engagement Specialists Improve the skills of specialists (and quality of calls) Deliver better customer experience Identify and improve operational efficiencies 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 Skills:

Strong written and verbal communication skills. Strong problem-solving skills. Good organization and time management skills. Efficient typing and data entry skills. Skill and ability to work in a fast paced, highly dynamic environment. Strong phone skills, including soft skills and active listening skills. Excellent interpersonal and communication skills. Customer focus and adaptability to different personality types. Ability to: Multi-task, set priorities, and manage time effectively. Provide a high level of professionalism. Work as a team with other members of the group to collaborate on solutions. Provide attention to detail. Be resourceful and proactive in dealing with issues that may arise. Communicate cross-functionally across all levels. High levels of integrity and issue resolution ownership. Work effectively with a wide range of constituencies.

Minimum Qualifications:

Considerable experience in a customer support role Experience utilizing multiple computer programs simultaneously Experience researching and resolving complex requests from customers Experience answering and directing phone calls Additional Considerations Customer service experience in state government and/or higher education Multi-year work experience in a contact center or call center environment Experience with Salesforce or related ticket repositories Process improvement experience Experience handling escalated calls/situations through to resolution Operation of a State Vehicle No Supervises Employees No Required Travel Less than 5% Posting Detail Information Posting Number CLS_4441P Recruitment Type General Public

• G Number of Vacancies 1 Position End Date (if temporary) Job Open Date 05/07/2026 Job Close Date 05/20/2026 Agency Website www.

ssc.vccs.edu