Virginia's Community College System
Customer Engagement Specialist
Virginia's Community College System, Richmond, Virginia, United States, 23214
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Customer Engagement Specialist
role at
Virginia's Community College System .
Working Title: Customer Engagement Specialist. Role Title: Admin and Office Specialist III. Role Code: 19013-SW. FLSA: Nonexempt. Pay Band: 03. Position Number: 27000331. Agency: VCCS-Shared Services Center. Division: Shared Services Center. Work Location: Botetourt - 023. Salary Range: $37,000 - $42,200.
Employment: Full Time. Telework: Yes, subject to change. Work Schedule: Monday – Friday, 8:00 AM – 5:00 PM. Sensitive Position. No Job Description available.
Responsibilities
Track and respond to external and internal customer inquiries.
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.
Customer Engagement Performance Improvement
Ensure regulatory compliance.
Capture lost details.
Review performance of Customer Engagement Specialists.
Improve the skills of specialists and quality of calls.
Deliver a better customer experience.
Identify and improve operational efficiencies.
Special Assignments May be required to perform other duties as assigned and to assist the agency or state government during an emergency declaration by the Governor.
Skills & Qualifications
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, 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 multitask, set priorities, and manage time effectively.
Provide a high level of professionalism.
Work as a team, collaborating on solutions.
Provide attention to detail.
Be resourceful and proactive in issue resolution.
Communicate cross‑functionally across all levels with high integrity and 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%.
Employment Details Position End Date (if temporary): -, Job Open Date: 12/19/2025, Job Close Date: 01/04/2026, Open Until Filled.
Inclusive Hiring We encourage individuals with disabilities to apply through the Commonwealth’s Alternative Hiring Process (AHP). Applicants must provide an AHP Letter from 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 provide an AHP Letter. For more information, visit https://www.dars.virginia.gov/drs/cpid/PWContact.aspx or call DARS at 800‑552‑5019, DBVI at 800‑622‑2155.
EEO Statement The Virginia Community College System (VCCS) provides equal employment opportunities to all employees and applicants 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 Act (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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Customer Engagement Specialist
role at
Virginia's Community College System .
Working Title: Customer Engagement Specialist. Role Title: Admin and Office Specialist III. Role Code: 19013-SW. FLSA: Nonexempt. Pay Band: 03. Position Number: 27000331. Agency: VCCS-Shared Services Center. Division: Shared Services Center. Work Location: Botetourt - 023. Salary Range: $37,000 - $42,200.
Employment: Full Time. Telework: Yes, subject to change. Work Schedule: Monday – Friday, 8:00 AM – 5:00 PM. Sensitive Position. No Job Description available.
Responsibilities
Track and respond to external and internal customer inquiries.
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.
Customer Engagement Performance Improvement
Ensure regulatory compliance.
Capture lost details.
Review performance of Customer Engagement Specialists.
Improve the skills of specialists and quality of calls.
Deliver a better customer experience.
Identify and improve operational efficiencies.
Special Assignments May be required to perform other duties as assigned and to assist the agency or state government during an emergency declaration by the Governor.
Skills & Qualifications
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, 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 multitask, set priorities, and manage time effectively.
Provide a high level of professionalism.
Work as a team, collaborating on solutions.
Provide attention to detail.
Be resourceful and proactive in issue resolution.
Communicate cross‑functionally across all levels with high integrity and 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%.
Employment Details Position End Date (if temporary): -, Job Open Date: 12/19/2025, Job Close Date: 01/04/2026, Open Until Filled.
Inclusive Hiring We encourage individuals with disabilities to apply through the Commonwealth’s Alternative Hiring Process (AHP). Applicants must provide an AHP Letter from 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 provide an AHP Letter. For more information, visit https://www.dars.virginia.gov/drs/cpid/PWContact.aspx or call DARS at 800‑552‑5019, DBVI at 800‑622‑2155.
EEO Statement The Virginia Community College System (VCCS) provides equal employment opportunities to all employees and applicants 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 Act (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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