Customer Support Specialist

Title: Customer Support Specialist

State Role Title: Admin and Office Spec III

Hiring Range: COMMENSURATE W/ EXPERIENCE

Pay Band: 3

Agency: Small Bus and Supp Diversity

Location: Dept of Small Bus/Supplier Div

Agency Website: 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.
• Experience providing technical assistance to customers within an electronic system or portal environment.
• 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

Adheres to all agency deadlines, both internal to the division and those set externally by other members of leadership.

Collaboration, team-building, and professional interaction between employees
• Promote a collaborative, team environment and professional interaction with fellow co-workers.
• Provide assistance to co-workers in a professional and courteous manner.
• Offer ideas, suggestions for improvement and efficiencies in agency operations.

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.

State employees who have been affected by Policy 1.3 Layoff and possess a valid Interagency Placement Screening Form (Yellow Card) or a Preferential Hiring Form (Blue Card) must submit the card BEFORE the closing date for this position. The card may be scanned and attached to the application or faxed to (804) 371-7401. Please include your name and the position number of the fax cover sheet. A criminal background investigation and reference check prior to employment is required for the successful candidate. Reasonable accommodations are available to individuals with disabilities during the application and/or interview processes per the Americans with Disabilities Act. AMERICORPS, PEACE CORPS, AND OTHER NATIONAL SERVICE ALUMNI ARE ENCOURAGED TO APPLY. Pl