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

27000351

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

F-Admin Supp

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

8am-5pm

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_4004P

Recruitment Type

General Public - G

Number of Vacancies

1

Position End Date (if temporary)

Job Open Date

09/10/2025

Job Close Date

09/25/2025

Open Until Filled

Agency Website

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: or call DARS at, or DBVI at

Additional Information

Hybrid telework available!

Sponsorship will not be offered for this position.

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:

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.

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