Customer Support Specialist #00045

DHRM•Richmond, VA

4d•Onsite

About The Position

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 escalate 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.

Requirements

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.
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.

Nice To Haves

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

Responsibilities

Serve as the primary point of contact for all DSBSD issues/inquiries concerning agency programs and public facing systems.
Provide professional, timely resolutions for customer complaints, issues, and inquiries.
Monitor call volume and e-mail volume to ensure prompt response to customer inquiries regarding all aspects of agency business.
Possess knowledge of agency programs and applications to support customer inquiries.
Assist walk-in customers with questions.
Maintain working knowledge of agency policies, procedures, regulations, and Code citations to provide proper guidance.
Escalate any questions or concerns to the appropriate department or the Director of Finance and Administration when appropriate.
Track productivity weekly.
Provide administrative support to divisions within the agency when requested or as directed by the Director of Finance and Administration.
Perform agency support functions including document preparation and filing, office management functions such as mail handling, records destruction, inventory tracking, and set up and attendance at agency events.