Customer Support Specialist #00045

Commonwealth of VA Careers; Richmond (VA); On-site; USD 36,000 - 49,000; Full time

Job summary

Commonwealth of VA Careers is seeking a Customer Support Specialist to join the Virginia SBSD agency. The role focuses on serving as the main contact for inquiries, resolving customer issues, and coordinating with agency divisions.

You will support walk-in and remote inquiries, maintain program knowledge, and assist with administrative tasks to ensure efficient operations. The position emphasizes excellent communication, problem solving, and a customer-service mindset, with opportunities to

Qualifications

• Knowledge of call center management.
• Knowledge of community government programs as relates to small business and economic development.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office applications including Word, PowerPoint, and Excel is required.
• Ability to assess business needs from limited information and provide support or identify the appropriate agency contact.
• Effective problem solving.
• Ability to work in a complex, fast-paced environment with minimal supervision.
• Ability to plan and organize work and to analyze and interpret complex business information.
• Ability to work in a team context and maintain flexibility.
• Must provide administrative support to different divisions with the agency as needed.
• Strong commitment to customer service to enhance agency image and public awareness.

Responsibilities

• Serve as primary contact for DSBSD issues and inquiries.
• Monitor call and e-mail volumes to ensure prompt responses.
• Maintain knowledge of agency programs and applications to support inquiries.
• Assist walk-in customers and provide guidance on policies and procedures.
• Elevate questions to appropriate departments or Director when needed.
• Track productivity and provide administrative support across divisions.
• Handle document preparation, filing, and office management tasks.
• Support agency events as directed by leadership.

Skills

Call center management

Government programs knowledge

Written and verbal communication

Microsoft Office

Assess business needs

Problem solving

Teamwork

Administrative support

Customer service

Tools

Microsoft Office (Word, PowerPoint, Excel)

Job description

Title: Customer Support Specialist #00045

State Role Title: Admin and Office Spec III

Hiring Range: Commensurate with experience up to $49,000

Pay Band: 3

Agency: Small Bus and Supp Diversity

Location: Dept of Small Bus/Supplier Div

Agency Website: https://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. 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 elevate any questions or concerns to the appropriate department or the Director of Finance and Administration when appropriate. The Customer Support Specialist tracks productivity weekly and provides administrative support to divisions within the agency when requested or as directed by the Director of Finance and Administration. 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

• Comprehensive knowledge of call center management.
• 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.
• Must be able to assess business need from limited information and provide support or identify the appropriate person with the agency to provide support.
• Effective problem solving.
• Ability to work in a complex, fast-paced environment with minimum supervision.
• 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 provide administrative support to different divisions with the agency as needed demonstrating familiarity with the concept of administrative pool management.
• Must have a strong commitment to customer service to enhance agency image and public awareness.

Additional Considerations

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

Equal Opportunity Employer

Contact Information

Name: Kimberly Crutchfield

Phone: [phone]

Email: [e-mail]

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.