Contact Center Agent

 

About Virginia Community College System:

Virginia's Community Colleges were created more than 50 years ago to address Virginia's unmet needs in higher education and workforce training. With its mission to give everyone the opportunity to learn and develop the right skills so lives and communities are strengthened, the VCCS works to provide world class services that foster and expand access to exemplary learning experiences for all by expanding access, providing affordability, supporting student success, expanding workforce development training, and securing resources to achieve its goals.

The Shared Services Center supports the VCCS by providing excellent customer service and effective and efficient administrative services to the 23 community colleges and System Office. These services include common and routine functions in the areas of human resources, fiscal services, payroll and procurement with the intent to use economics of scale and specialized expertise to support its customers.

The Contact Center will operate as the first point of contact for both external and internal customers. The center will operate with a multi-channel approach (e.g., phone, email, self-service, etc.). It will serve as Tier 1 and Tier 2 support for HR, Finance, and Procurement services that support the 23 colleges and the System Office.

 

Job Description:

We are seeking energetic and reliable professionals to join our team as Contact Center Agents. The successful candidates will be responsible for answering incoming customer calls, utilizing company policies to solve customer issues and directing calls to the managerial team when necessary. Our Contact Center Agents are often the first point of contact for customers' product issues, so we are interested in hiring individuals with a commitment to customer satisfaction and an ability to make quick and accurate decisions.

The Contact Center Agent 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 Agent 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

 

Requirements:

• High School Diploma or equivalent and work experience required
• Considerable experience in a customer support role
• Experience utilizing multiple computer programs simultaneously
• Previous experience working in an administrative position handling several assignments at one time
• Previous experience researching and resolving complex requests from customers
• Previous experience answering and directing phone calls

 

Preferred:

• 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 in a start-up environment

 

Additional Information:

The Shared Services Center is located in the beautiful mountain area of Daleville, Virginia. Salary commensurate with education and work experience. This position is a state classified position. The VCCS offers competitive compensation along with excellent benefits and opportunity for career development.

For information on benefit offerings, go to:
http://cdn.vccs.edu/wp-content/uploads/2013/07/Classified-Staff-Benefits.pdf

 

Application Instructions:

To apply for this position, qualified applicants must complete the online information section and questions, and attach a resume and cover letter with salary requirements for consideration, www.vccs.edu/careers/

Reference, background, and e-Verify checks are required for all VCCS positions.

 

The Virginia Community College System is committed to fostering, cultivating, and sustaining a culture of diversity and is an Equal Opportunity/Affirmative Action Employer. The VCCS encourages applications from women, minorities, veterans, and those with disabilities in our effort to reflect our diverse society.

 

We thank you for your interest in the Virginia Community College System.

 

URL: www.ssc.vccs.edu

 

 

 

Apply Here

PI106456752