Title: Lead eVA Customer Care Specialist - P0178

State Role Title: Program Administration Specialist I

Hiring Range: $54,590-$57,680

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. This position serves as a team leader in the operational and functional support of eVA. As a team leader, the selected candidate will serve as a primary contact point for all eVA Customer Care Specialists ensuring smooth team operations and effective collaboration.

Duties of this position include direct expert support to other call center specialists to ensure the accuracy and quality of the support provided. Ultimately, the selected candidate will lead by setting a good example and engaging the team to provide professional and exemplary customer service. Additional duties shared by the entire eVA team include participation in user acceptance testing, user training, participating in marketing/conference opportunities, direct consulting support to users, preparing documentation and/or presentations, phone support, troubleshooting and direct eVA implementation tasks.

This position will be located in Richmond, Virginia. 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

• Experience operating multiple internet browsers, email systems, computer hardware and software applications.

• Experience using analysis and technical skills to troubleshoot and solve internet application, browser issues, connectivity, and other
system problems.

• Experience using analysis and technical and communication skills to ask questions to determine nature of problem and walk customer through problem-solving process to resolve technical problems.

• Experience documenting user or system issues and escalating to appropriate support manager.

• Experience with conflict management and handling difficult escalated customer situations.

• Experience providing exemplary customer service skills.

• Experience providing communication to customers and employees at both technical and non-technical levels.

• Experience managing multiple IT related work efforts; monitoring, assigning, and addressing trouble tickets; troubleshooting, and balancing priorities of other assigned workloads.

• Experience and proficiency with Microsoft Office – Word, Excel and Outlook.

Additional Considerations

• Experience performing as a level II technical customer support staff and team lead in an organization who addresses IT related support.

• Experience applying knowledge of public procurement policies, regulations, and procedures.

• Experience interpreting and understanding impacts of procurement policy and procedures to system functions.

• Experience using eVA, the Department of General Services’ statewide electronic procurement system and program.

• Experience in managing customer focused teams.

• Certifications, related to technical skills to troubleshoot and solve internet application, browser issues, connectivity, and other system problems.

• 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.

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.

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.
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.

Fax, e-mail or mail applications will not be accepted. The online state application must contain all required information and fully respond to questions to be considered for this job opportunity. For assistance or computer access, please visit your local Virginia Employment Office or contact our office jobs@dgs.virginia.gov or 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.

Applicants in need of accommodation during the application and/or interview process may contact DGS at 804-786-3910 for assistance.

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.