Customer Support Specialist

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 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.

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.

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.

Reasonable accommodations are available to individuals with disabilities during the application and/or interview processes per the Americans with Disabilities Act. Please call 804-225-2131 for assistance.

State applications will only be accepted as submitted online by 11:55 pm on the closing date through the Recruitment Management System (RMS). Applications submitted via email, postal mail, fax, or in person will not be considered. Applicants are expected to fully represent qualifications and work history on the State applications and or in resumes. The decision to interview an applicant is based on the information provided in the application, resume, or other relevant documents provided; therefore, it is essential for applicants to supply detailed information. Submitting an incomplete state application/resume, or a state application/resume lacking in detail, may impact your interview eligibility. This website will provide confirmation of receipt when the application is submitted successfully. Please refer to “Your Application” in your RMS Account to check the status of your application for this position.

All applicants are subject to a background investigation. The investigation may include: fingerprint checks (State Police, FBI); local agency checks; employment verification; verification of education (relevant to employment); credit checks; and other checks requested by the hiring authority.

Equal Opportunity Employer

Contact Information

Name: Kimberly Crutchfield

Phone: (804) 292-6542

Email: kimberly.crutchfield@dhrm.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 https://www.dars.virginia.gov/drs/cpid/PWContact.aspx 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.