Virginia's Community College System
Customer Engagement Specialist
🇺🇸 Hybrid - Daleville, VA
🕑 Full-Time
💰 $37K - $42K
💻 Customer Support
🗓️ September 16th, 2025
Salesforce
Edtech.com's Summary
Virginia's Community Colleges System (VCCS) is hiring a Customer Engagement Specialist. This role involves handling inbound calls from external and internal customers, ensuring excellent service, resolving inquiries, and participating in continuous improvement efforts to enhance customer experience and operational efficiency.
Highlights
- Track and respond to inquiries from vendors, agencies, colleges, employees, and staff.
- Answer all incoming phone calls from end-users, vendors, and business partners.
- Maintain high service standards with both external and internal customers.
- Use call recordings, notes review, and customer surveys to improve performance and comply with regulations.
- Participate in continuous improvement initiatives and coach specialists to enhance skills.
- Strong verbal and written communication, problem-solving, organization, and time management skills required.
- Experience in customer support roles with multitasking and handling complex requests.
- Preferred experience with Salesforce or related ticketing systems and process improvement.
- Hiring range between $37,000 and $42,200 annually.
- Hybrid work schedule with telework options; position requires two days onsite and three days remote.
Customer Engagement Specialist Full Description
Customer Engagement Specialist
Please see Special Instructions for more details.
In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth's Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter. To request an AHP Letter, use this link: https://www.dars.virginia.gov/drs/cpid/PWContact.aspx or call DARS at 800-552-5019, or DBVI at 800-622-2155
Posting Details
Posting Summary
Working Title | Customer Engagement Specialist
Role Title | Admin and Office Spec III
Role Code | 19013-SW
FLSA | Nonexempt
Pay Band | 03
Position Number | 27000351
Agency | VCCS-Shared Services Center
Division | Shared Services Center (Div)
Work Location | Botetourt - 023
Hiring Range | $37,000 - $42,200
Emergency/Essential Personnel | No
EEO Category | F-Admin Supp
Full Time or Part Time | Full Time
Does this position have telework options? -Telework options are subject to change based on business needs- | Yes
Does this position have a bilingual or multilingual skill requirement or preference? | No
Work Schedule | Monday – Friday
8am-5pm
Sensitive Position | No
Job Description
Innovation allows an organization to make the most of every dollar spent. At Virginia’s Community Colleges System (VCCS), our compelling mission, our ambitious strategic plan and our fiscal realities challenge us to ensure that community college resources are maximized for the priority of student success and credential completion.
Nestled between the Blue Ridge and Appalachian Mountains, the VCCS Shared Services Center is centrally located to all 23 colleges in the VCCS, 43 miles from Blacksburg, VA, and a four-hour drive from Washington, D.C. A vital part of the ever-growing Roanoke Valley, Daleville is a haven for tourists and residents alike. Within an hour’s drive are the breathtaking Smith Mountain Lake, world-famous Appalachian Trail, and many other outdoor activities, including golfing, biking, and hiking. The thriving Historic City Market in downtown Roanoke and the Daleville Town Center and Performance Pavilion also host farmers markets, community and cultural events, and festivals throughout the year.
The VCCS Shared Services Center is an innovation strategy to advance the priority of student success, reduce the administrative burden on individual colleges, consolidate transaction-based functions, create economies of scale, and improve backroom process efficiency. This work allows the VCCS to better focus resources on the students – helping them start their educational journeys, persist, and succeed.
The Customer Engagement 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.) customers’ 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
To help improve Customer Engagement performance and enhance coaching abilities, a combination of call recordings, notes review, and customer surveys will be used. The purpose of this is to: Ensure regulatory compliance Capture lost details Review performance of Customer Engagement Specialists Improve the skills of specialists (and quality of calls) Deliver better customer experience Identify and improve operational efficiencies
Special Assignments | May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor.
KSA's/Required Qualifications
Skills: Strong written and verbal communication skills. Strong problem-solving skills. Good organization and time management skills. Efficient typing and data entry skills. Skill and ability to work in a fast paced, highly dynamic environment. Strong phone skills, including soft skills and active listening skills. Excellent interpersonal and communication skills. Customer focus and adaptability to different personality types.
Ability to:Multi-task, set priorities, and manage time effectively. Provide a high level of professionalism. Work as a team with other members of the group to collaborate on solutions. Provide attention to detail. Be resourceful and proactive in dealing with issues that may arise. Communicate cross-functionally across all levels. High levels of integrity and issue resolution ownership. Work effectively with a wide range of constituencies.
Minimum Qualifications:Considerable experience in a customer support role Experience utilizing multiple computer programs simultaneously Experience researching and resolving complex requests from customers Experience answering and directing phone calls
Additional Considerations | Customer service experience in state government and/or higher education Multi-year work experience in a contact center or call center environment Experience with Salesforce or related ticket repositories Process improvement experience Experience handling escalated calls/situations through to resolution
Operation of a State Vehicle | No
Supervises Employees | No
Required Travel | Less than 5%.
Role Title | Admin and Office Spec III
Role Code | 19013-SW
FLSA | Nonexempt
Pay Band | 03
Position Number | 27000351
Agency | VCCS-Shared Services Center
Division | Shared Services Center (Div)
Work Location | Botetourt - 023
Hiring Range | $37,000 - $42,200
Emergency/Essential Personnel | No
EEO Category | F-Admin Supp
Full Time or Part Time | Full Time
Does this position have telework options? -Telework options are subject to change based on business needs- | Yes
Does this position have a bilingual or multilingual skill requirement or preference? | No
Work Schedule | Monday – Friday
8am-5pm
Sensitive Position | No
Job Description
Innovation allows an organization to make the most of every dollar spent. At Virginia’s Community Colleges System (VCCS), our compelling mission, our ambitious strategic plan and our fiscal realities challenge us to ensure that community college resources are maximized for the priority of student success and credential completion.
Nestled between the Blue Ridge and Appalachian Mountains, the VCCS Shared Services Center is centrally located to all 23 colleges in the VCCS, 43 miles from Blacksburg, VA, and a four-hour drive from Washington, D.C. A vital part of the ever-growing Roanoke Valley, Daleville is a haven for tourists and residents alike. Within an hour’s drive are the breathtaking Smith Mountain Lake, world-famous Appalachian Trail, and many other outdoor activities, including golfing, biking, and hiking. The thriving Historic City Market in downtown Roanoke and the Daleville Town Center and Performance Pavilion also host farmers markets, community and cultural events, and festivals throughout the year.
The VCCS Shared Services Center is an innovation strategy to advance the priority of student success, reduce the administrative burden on individual colleges, consolidate transaction-based functions, create economies of scale, and improve backroom process efficiency. This work allows the VCCS to better focus resources on the students – helping them start their educational journeys, persist, and succeed.
The Customer Engagement 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.) customers’ 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
To help improve Customer Engagement performance and enhance coaching abilities, a combination of call recordings, notes review, and customer surveys will be used. The purpose of this is to: Ensure regulatory compliance Capture lost details Review performance of Customer Engagement Specialists Improve the skills of specialists (and quality of calls) Deliver better customer experience Identify and improve operational efficiencies
Special Assignments | May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor.
KSA's/Required Qualifications
Skills: Strong written and verbal communication skills. Strong problem-solving skills. Good organization and time management skills. Efficient typing and data entry skills. Skill and ability to work in a fast paced, highly dynamic environment. Strong phone skills, including soft skills and active listening skills. Excellent interpersonal and communication skills. Customer focus and adaptability to different personality types.
Ability to:Multi-task, set priorities, and manage time effectively. Provide a high level of professionalism. Work as a team with other members of the group to collaborate on solutions. Provide attention to detail. Be resourceful and proactive in dealing with issues that may arise. Communicate cross-functionally across all levels. High levels of integrity and issue resolution ownership. Work effectively with a wide range of constituencies.
Minimum Qualifications:Considerable experience in a customer support role Experience utilizing multiple computer programs simultaneously Experience researching and resolving complex requests from customers Experience answering and directing phone calls
Additional Considerations | Customer service experience in state government and/or higher education Multi-year work experience in a contact center or call center environment Experience with Salesforce or related ticket repositories Process improvement experience Experience handling escalated calls/situations through to resolution
Operation of a State Vehicle | No
Supervises Employees | No
Required Travel | Less than 5%.
Posting Detail Information
Posting Number | CLS_4004P
Recruitment Type | General Public - G
Number of Vacancies | 1
Position End Date (if temporary) |
Job Open Date | 09/10/2025
Job Close Date | 09/18/2025
Open Until Filled |
Agency Website | www.ssc.vccs.edu
Contact Name |
Email |
Phone Number |
Special Instructions to Applicants | In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth’s Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter. To request an AHP Letter, use this link: https://www.dars.virginia.gov/drs/cpid/PWContact.aspx or call DARS at 800-552-5019, or DBVI at 800-622-2155
Additional Information | Hybrid telework available!
Sponsorship will not be offered for this position.
Background Check Statement Disclaimer | The selected candidate’s offer is contingent upon the successful completion of a criminal background investigation, which may include: fingerprint checks, local agency checks, employment verification, verification of education, credit checks (relevant to employment). Additionally, selected candidates may be required to complete the Commonwealth’s Statement of Economic Interest. For more information, please follow this link: http://ethics.dls.virginia.gov/
EEO Statement | The Virginia Community College System (VCCS) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, political affiliation, veteran status, sexual orientation, gender identity or other non-merit factors.
ADA Statement | The Virginia Community College System (VCCS) is an Equal Employment Opportunity employer and complies with the Americans with Disabilities Acts (ADA and ADAAA), to provide, reasonable accommodation to applicants in need of access to the application, interviewing, and selection processes when requested.
E-Verify Statement | VCCS uses E-Verify to check employee eligibility to work in the United States. You will be required to complete an I-9 form and provide documentation of your identity for employment purposes.
Quicklink for Posting | https://jobs.vccs.edu/postings/88732
Recruitment Type | General Public - G
Number of Vacancies | 1
Position End Date (if temporary) |
Job Open Date | 09/10/2025
Job Close Date | 09/18/2025
Open Until Filled |
Agency Website | www.ssc.vccs.edu
Contact Name |
Email |
Phone Number |
Special Instructions to Applicants | In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth’s Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter. To request an AHP Letter, use this link: https://www.dars.virginia.gov/drs/cpid/PWContact.aspx or call DARS at 800-552-5019, or DBVI at 800-622-2155
Additional Information | Hybrid telework available!
Sponsorship will not be offered for this position.
Background Check Statement Disclaimer | The selected candidate’s offer is contingent upon the successful completion of a criminal background investigation, which may include: fingerprint checks, local agency checks, employment verification, verification of education, credit checks (relevant to employment). Additionally, selected candidates may be required to complete the Commonwealth’s Statement of Economic Interest. For more information, please follow this link: http://ethics.dls.virginia.gov/
EEO Statement | The Virginia Community College System (VCCS) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, political affiliation, veteran status, sexual orientation, gender identity or other non-merit factors.
ADA Statement | The Virginia Community College System (VCCS) is an Equal Employment Opportunity employer and complies with the Americans with Disabilities Acts (ADA and ADAAA), to provide, reasonable accommodation to applicants in need of access to the application, interviewing, and selection processes when requested.
E-Verify Statement | VCCS uses E-Verify to check employee eligibility to work in the United States. You will be required to complete an I-9 form and provide documentation of your identity for employment purposes.
Quicklink for Posting | https://jobs.vccs.edu/postings/88732
Supplemental Questions
Required fields are indicated with an asterisk (*).
- * Hybrid work schedules require 2 days in the Daleville, VA office and 3 days in a remote environment where SSC business can be conducted in a private and secure manner per state guidelines. Are you willing and able to work a hybrid schedule?
- Yes
- No
Applicant Documents
Required Documents
- Resume
- Cover Letter/Letter of Application
Optional Documents
- Other Document
- Alternative Hiring Process Letter
- (877) 340-5577
- ats@ssc.vccs.edu
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