Customer Experience Specialist

State Role Title: Salary Non-Specified

Hiring Range: Hiring range for this position is $42,328 - $50,793, commensurate with education and experience

Pay Band: UG

Agency: VA Cannabis Control Authority

Location: VA Cannabis Control Authority

Agency Website: cca.virginia.gov

Recruitment Type: General Public - G

Job Duties

• Support & Customer Service
  • Review and provide clear guidance to customer inquiries via phone, email, and online portals.
  • Assist customers with troubleshooting technical issues and navigating the Virginia Cannabis Control Authority’s (CCA) online systems.
  • Support daily workflow and meet established processing timelines.
  • Escalate complex or unusual application cases to the Customer Experience Coordinator when appropriate.
• Application Processing & Data Entry
  • Review, enter, and process applications and other regulatory submissions.
  • Verify completeness of submitted materials and communicate required corrections or additional documentation needs.
  • Accurately maintain applicant and customer data in CCA systems.
  • Handle sensitive information in accordance with HIPAA, state requirements, and all CCA confidentiality policies.
  • Follow internal procedures to ensure secure, accurate, and compliant recordkeeping.
  • Identify potential regulatory or compliance issues and notify appropriate staff.
  • Maintain awareness of regulatory changes and program updates to ensure accurate guidance.
• Communication & Problem Resolution
  • Provide clear, step‑by‑step guidance to customers who need assistance navigating application systems or meeting documentation requirements.
  • Resolve routine issues independently using established procedures.
  • Escalate complex cases, regulatory interpretation questions, or issues requiring higher‑level review to the Customer Experience Coordinator.
  • Support improvements to customer‑facing materials by reporting recurring questions or noted areas of confusion.
• Technology Proficiency
  • Use CCA electronic systems, case-management platforms, and tracking tools effectively.
  • Assist customers in navigating online portals and resolving basic technical access issues.
  • Demonstrate proficiency with software applications and web‑based communication tools.
  • Update to online information or system documentation as requested.
• Other duties as assigned
  • Follow workplace safety regulations and adhere to applicable standards, processes, and programs established for your position.
  • Report unsafe work conditions to your supervisor.
  • Immediately report work-related incidents to your supervisor and participate in accident investigation requests.

Minimum Qualifications

Knowledge, Skills, and Abilities (KSAs)

• Strong customer service and communication skills.
• Ability to learn and apply regulatory guidance.
• High attention to detail and accuracy in data entry.
• Ability to manage multiple tasks and meet deadlines.
• Ability to handle confidential information responsibly.
• Effective problem‑solving skills.
• Ability to work effectively in a team‑oriented environment.

Recommended Education

• High school diploma or equivalent.

Recommended Experience

• Minimum two years of experience in customer service, administrative support, call centers, or a related environment.
• Experience using electronic records systems, case-management tools, or similar platforms.
• Demonstrated ability to communicate effectively with the public.

Additional Considerations

Preferred (Optional) Education and Experience

• Associate’s or Bachelor’s degree in a related field.
• Experience in a regulatory, licensing, healthcare, or controlled‑industry environment.
• Familiarity with HIPAA or handling of confidential information.
• Knowledge of CCA’s cannabis regulatory framework.

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.

Contact Information

Name: VCCA Recruitment Team

Phone: 804-653-9735

Email: recruitment@cca.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 here 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.

Reasonable accommodations are available to individuals with disabilities during the application and/or interview processes per the Americans with Disabilities Act. Please call (804)653-9490 for assistance.

The Commonwealth of Virginia is an Equal Opportunity Employer. It is the policy of the Commonwealth of Virginia to prohibit discrimination on the basis of race, sex, color, national origin, religion, sexual orientation, gender identity or expression, age, veteran status, political affiliation, disability, genetic information, pregnancy, childbirth or related medical conditions in the recruitment, selection, and hiring of its workforce.