Customer Support Specialist

Title: Customer Support Specialist

State Role Title: Admin and Office Spec III

Hiring Range: Up to $50,000

Pay Band: 3

Agency: Small Bus and Supp Diversity

Location: Dept of Small Bus/Supplier Div

Agency Website: www.sbsd.virginia.gov

Recruitment Type: General Public - G

Job Duties

The Virginia Department of Small Business and Supplier Diversity (SBSD) is seeking a Customer Support Specialist to join the Agency’s Customer Support Team. The Customer Support team serves as the primary point of contact for all DSBSD issues/inquiries concerning the agency programs and public facing systems. This includes providing professional, timely resolutions for customer complaints, issues, and inquiries.

Responsibilities:

The Customer Support Specialist will monitor call volume and e-mail volume to ensure prompt response to customer inquiries regarding all aspects of agency business. They will possess knowledge of agency programs and applications to support customer inquiries. This position assists walk-in customers with questions and maintains working knowledge of agency policies, procedures, regulations, and Code citations to provide proper guidance. This position will escalate any questions or concerns to the appropriate department or the Customer Support Supervisor when appropriate. The Customer Support Specialist tracks productivity weekly and provides administrative support to divisions within the agency when requested or as directed by Customer Support Supervisor. Agency support includes document preparation and filing, office management functions such as mail handling, records destruction, inventory tracking, and set up and attendance at agency events.

Minimum Qualifications

• Knowledge of call center /help desk processes.
• Knowledge of community government programs as relates to small business and economic development.
• Excellent written and verbal communication skills.
• Ability to effectively communicate, both orally and in writing; proficiency in Microsoft Office applications including Word, PowerPoint, and Excel is required.
• Ability to problem solve.
• Comfortable working in a complex, fast-paced environment with minimum supervision.
• Must have a strong commitment to customer service to enhance agency image and public awareness.
• The ability to plan and organize work and to analyze and interpret complex business information.
• Must be able to assess business need from limited information and provide support or identify the appropriate person with the agency to provide support.
• Ability to work in a team context and maintain flexibility.
• Must be open and able to collaborate with teams across the Agency and provide administrative support to different divisions as needed.

Additional Considerations

• Experience in customer service and administrative support preferred.
• Help desk management or call center experience preferred.
  

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

To be considered for this position you must complete a state application through the on-line employment system at https://jobs.agencies.virginia.gov by 11:55 pm, on the closing date. If no closing date is listed, the job posting may be placed on hold and submitted applications will be screened starting after five business days of the position being posted. Resumes may be attached but may not substitute for a state application.

EOE M/F/V AND INDIVIDUALS WITH A DISABILITY ARE ENCOURAGED TO APPLY

Contact Information

Name: Debbie Wyatt-Smith

Phone: 804-225-2007

Email: Debbie.Wyatt-Smith@dhrm.virginia.gov

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.