The Customer Engagement Support 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.) customersâ™ 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 •Contributes to delivering training modules to support our customers and employees To help improve Customer Engagement performance and enhance coaching abilities, all Customer Engagement Support 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.
•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 problem-solving skills. •Demonstrative organization and time management skills with the ability to manage timelines and due dates. •Efficient typing and data entry skills. •Skills to thrive in a dynamic and collaborative environment and be comfortable with ambiguity. •Strong phone skills, including soft skills and active listening skills. •Demonstrative, clear, professional, and informative communication style. •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. 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 •Experience creating procedural documentation
Internal Number: 33465
About Shared Services Center
Virginia's Community College's educate 240,000 credit students annually and over 170,000 non-credit students at 23 Community Colleges with over 40 campus locations throughout the Commonwealth. Our mission is to provide comprehensive higher education and workforce training programs and services of superior quality. These programs are financially and geographically accessible to meet the individual, business, and community needs of the Commonwealth.