Customer Engagement Specialist

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, all Customer Engagement Specialist call types are recorded, including inbound, outbound, and internal calls.

The goals of call recording are as follows:

• Regulatory compliance
• Capture lost details
• Review performance of Customer Engagement Specialists
• Improve skills of agents (and quality of calls)
• Deliver a better customer experience

Recorded calls that are scored/evaluated will be reviewed with the Customer Engagement Specialist individually.

• Ability to multi-task, set priorities, and manage time effectively.
• Ability to provide a high level of professionalism.
• Ability to work as a team with other members of the group to collaborate on solutions.
• Ability to provide attention to detail.
• Ability to be resourceful and proactive in dealing with issues that may arise.
• 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 with ability to communicate cross-functionally across all levels. High levels of integrity and issue resolution ownership.
• Customer focus and adaptability to different personality types.
• Ability to work effectively with a wide range of constituencies in a diverse community.

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

Hybrid telework available!

Sponsorship will not be offered for this position.