Customer Engagement Specialist

Customer Engagement Specialist 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

• 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.

• 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.

• 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.

• 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.

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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,…