Title: Customer Care Specialist - P0191

State Role Title: Program Administration Specialist I

Hiring Range: $46,000 - $52,000

Pay Band: 4

Agency: Department of General Services

Location: Patrick Henry Building

Agency Website: www.dgs.virginia.gov

Recruitment Type: General Public - G

Job Duties

The Department of General Services, Division of Purchases and Supply (DPS) is seeking a motivated professional to join the fast-paced, exciting environment with the eVA Customer Care Team. eVA is Virginia’s nationally recognized, award-winning online, electronic procurement system that provides automated procurement processes for public procurement throughout the Commonwealth. The selected candidate for this opening will serve on the team as a primary point of contact for any eVA buyer and vendor for issues/inquiries concerning the eVA system. This includes providing professional, timely resolutions for issues and inquiries. Vendor support also involves providing help finding new business opportunities, step-by-step registration and account maintenance assistance, and time-sensitive bid situations. In addition, the selected candidate will have an opportunity to obtain the Virginia Contracting Associate (VCA) certification.
This position is eligible to telework up to 2 days per week upon approval of a completed telework agreement.
DGS offers excellent health benefits at affordable pricing, pre-tax spending accounts, paid life insurance, paid Short and Long-Term Disability benefits, paid holidays, vacation, and other leave benefits, wellness programs, and a state retirement plan with options for tax-deferred retirement savings including employer matching. DGS is a qualifying employer for the Public Student Loan Forgiveness Program.

Minimum Qualifications

• Considerable experience in a customer support role
• Comprehensive understanding of, and ability to use, Internet, multiple browsers, email systems, computer hardware and software applications.
• Demonstrated analytical and technical skills to troubleshoot and solve internet application, browser issues, connectivity, and other system problems.
• Experience documenting user or system issues and escalating to appropriate support manager.
• Excellent written and verbal communication skills at both technical and non-technical levels.
• Excellent analytical, technical and communication skills to ask questions to determine nature of problem and walk customer through problem-solving process to resolve technical problems.
• Demonstrated prioritization and organizational skills and the ability to handle a large volume of phone calls and email in a fast-paced environment.
• Ability to interpret and understand impacts of procurement policy and procedures to system functions while closing a high number of issues daily with a sense of urgency and providing excellent customer service.
• Demonstrated ability to work both independently and as part of a team environment.
• Experience and basic proficiency with Microsoft Office – Word, Excel and Outlook.
• Application support experience.

Additional Considerations

• Vast experience in a contact center or call center environment.
• Certifications, related to technical skills to troubleshoot and solve internet application, browser issues, connectivity, and other system problems.
• Experience using eVA, the Department of General Services’ statewide electronic procurement system and program.
• Experience with Help Desk call logging system or Issue tracking software.

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.

Notice: DGS will record information from each new employee’s Form I-9 (Employment Eligibility Verification) into the Federal E-Verify system to confirm identity and work authorization.
Sponsorship will not be provided for this position now or in the future. Confirmation of eligibility to work will be required at time of hire.
The selected candidate must pass a criminal background check.

Applicants that indicate they have preferential hiring rights in the form of a yellow form or blue card must submit these to our office prior to the closing of the posting, in accordance with DHRM policy 1.30. Please note that only current and former employees of the Commonwealth of Virginia that will be or have been laid off are eligible for preferential hiring rights.
Fax, e-mail, or mail applications will not be accepted. The online State application must contain all required information and fully respond to the questions to be considered for this job opportunity.
For assistance or computer access, please visit your local Virginia Employment Office or contact our office at jobs@dgs.virginia.gov or call 804-786-3910.
Applications will be accepted until a suitable pool of candidates is received. After 5 business days, this position may be closed at any time.
The Virginia Department of General Services is an equal opportunity employer. Minorities, individuals with disabilities, veterans, and individuals with AmeriCorps, Peace Corps, and other national service experience are encouraged to apply.

Contact Information

Name: Department of General Services

Phone: 804-786-3910

Email: Jobs@DGS.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 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.