Job description

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, all Customer Engagement Specialist call types are recorded, including inbound, outbound, and internal calls.

The goals of call recording are as follows:

• Regulatory compliance
• Capture lost details
• Review performance of Customer Engagement Specialists
• Improve skills of agents (and quality of calls)
• Deliver a better customer experience

Recorded calls that are scored/evaluated will be reviewed with the Customer Engagement Specialist individually.

Required KSA’s:

• Ability to multi-task, set priorities, and manage time effectively.
• Ability to provide a high level of professionalism.
• Ability to work as a team with other members of the group to collaborate solutions.
• Ability to provide attention to detail.
• Ability to be resourceful and proactive in dealing with issues that may arise.
• 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 with ability to communicate cross-functionally across all levels. High levels of integrity and issue resolution ownership.
• Customer focus and adaptability to different personality types.
• Ability to work effectively with a wide range of constituencies in a diverse community.

Required Qualifications:

• High School Diploma or equivalent
• Considerable experience in a customer support role
• Experience utilizing multiple computer programs simultaneously
• Experience working in an administrative position handling several assignments at one time
• Experience researching and resolving complex requests from customers
• Experience answering and directing phone calls

Preferred Qualifications:

• 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 in a start-up environment

Hybrid telework and sign-on bonus available!

Sponsorship will not be offered for this position.

Job Type: Full-time

Pay: $36,000.00 - $42,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Vision insurance

Experience level:

• Under 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid remote

Ability to commute/relocate:

• Daleville, VA 24083: Reliably commute or planning to relocate before starting work (Required)

Work Location: Hybrid remote in Daleville, VA 24083

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