VCCS Shared Services Center
Customer Engagement Specialist
VCCS Shared Services Center, Daleville, Virginia, United States, 24083
Customer Engagement Specialist – VCCS Shared Services Center
Base pay range: $37,000.00/yr – $42,200.00/yr. Pay will be based on skills and experience.
Hybrid telework available. Sponsorship not offered.
Responsibilities
Answer all incoming phone calls from end-users, vendors, and business partners.
Ensure excellent service with external and internal customers.
Exhibit strong problem‑solving skills.
Participate in continuous improvement initiatives.
Performance Improvement
Use call recordings, notes review, and customer surveys to ensure regulatory compliance.
Review performance of Customer Engagement Specialists to improve skills and call quality.
Identify and improve operational efficiencies.
Skills
Strong written and verbal communication skills.
Strong problem‑solving skills.
Good organization and time‑management skills.
Efficient typing and data entry skills.
Ability to work in a fast‑paced, dynamic environment.
Strong phone skills, including soft skills and active listening.
Excellent interpersonal and communication skills.
Customer focus and adaptability to different personality types.
Abilities
Multi‑task, set priorities, and manage time effectively.
Provide a high level of professionalism.
Work as a team with other members to collaborate on solutions.
Be resourceful and proactive in dealing with issues.
Communicate cross‑functionally across all levels.
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 customer requests.
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.
Benefits
Medical insurance
Vision insurance
401(k)
Pension plan
Paid maternity leave
Paid paternity leave
Disability insurance
#J-18808-Ljbffr
Hybrid telework available. Sponsorship not offered.
Responsibilities
Answer all incoming phone calls from end-users, vendors, and business partners.
Ensure excellent service with external and internal customers.
Exhibit strong problem‑solving skills.
Participate in continuous improvement initiatives.
Performance Improvement
Use call recordings, notes review, and customer surveys to ensure regulatory compliance.
Review performance of Customer Engagement Specialists to improve skills and call quality.
Identify and improve operational efficiencies.
Skills
Strong written and verbal communication skills.
Strong problem‑solving skills.
Good organization and time‑management skills.
Efficient typing and data entry skills.
Ability to work in a fast‑paced, dynamic environment.
Strong phone skills, including soft skills and active listening.
Excellent interpersonal and communication skills.
Customer focus and adaptability to different personality types.
Abilities
Multi‑task, set priorities, and manage time effectively.
Provide a high level of professionalism.
Work as a team with other members to collaborate on solutions.
Be resourceful and proactive in dealing with issues.
Communicate cross‑functionally across all levels.
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 customer requests.
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.
Benefits
Medical insurance
Vision insurance
401(k)
Pension plan
Paid maternity leave
Paid paternity leave
Disability insurance
#J-18808-Ljbffr