East Colorado SBDC Customer Support Specialist

Job Title

East Colorado SBDC Customer Support Specialist

Position Overview

This fully remote position offers full-time employment as an exempt, at-will State of Colorado Employee. This position is term limited through December 31, 2027, with the potential for continuation based on available grant funding.

The East Colorado SBDC Customer Support Specialist (Specialist) will manage small business client intake and advising assignments, answer client and general inquiries, assist with maintaining Americans with Disabilities Act (ADA) accessibility compliance of digital materials, attend networking and community events, and provide general administrative support. Additionally, the Specialist will provide business advising for clients as needed and as time allows.

Key

Duties and Responsibilities:

• Manage incoming advising requests, analyzing client's needs documented in organization CRM (Salesforce) and matching them to an appropriate training opportunity and/or advisor.
• Manage the general email, phone, and voicemail systems, fielding general questions, concerns, and inquiries from clients, stakeholders, and community members, and directing to other staff or resources.
• Conduct regular weekly reviews of advising requests and conduct timely secondary outreach and client follow-up.
• Manage Spanish-speaking client support and engagement efforts.
• Support Center staff by managing adherence to ADA accessibility requirements (training provided).
• Work collaboratively with the Marketing and Communications Coordinator to remediate digital materials including PDFs, slide decks, email templates, and other assets to ensure accessibility.
• Conduct regular reviews of contractor and staff adherence to accessibility requirements, and assist with training support to improve compliance.
• Assist with scheduling and coordinating meetings and appointments.
• Prepare and distribute internal communications, agendas, meeting notes, and memos.
• Maintain and update organization databases and filing systems.
• Assist in creating and preparing presentations, documents, and spreadsheets.
• Refine and implement standard operating policies and procedures to ensure efficiency and compliance.
• Collaborate with cross-functional teams to ensure alignment with organizational and network goals and objectives.
• Assist in organizing and coordinating events, such as meetings, workshops, and conferences. Assist with necessary logistics, including venue selection, catering, and audiovisual equipment.
• Coordinate attendee registration, troubleshooting technical issues and providing support as needed.
• Assist with internal event calendar updates, ensuring staff, advisor, and speaker knowledge of and access to event details and materials.
• Provide expert 1:1 advice and guidance to small business clients, addressing their specific challenges and opportunities.
• This may involve conducting thorough assessments of businesses, identifying areas for improvement, and developing customized action plans to help clients achieve their goals.
• Work closely with the SBDC service center and network to ensure seamless service delivery and collaboration.
• Represent the organization at networking events, conferences, and community gatherings across the 20-county region to build relationships and promote the organization's brand and program.
• Engage with Spanish-speaking communities to enhance organizational visibility and outreach.
• Collaborate with external partners and stakeholders to identify potential partnership opportunities and enhance the organization's visibility.

Disclaimer:
This posting provides a high-level job definition. It is not intended to provide a comprehensive or exclusive list of job duties. As such, job duties and/or responsibilities within the context of this job posting may change at the discretion of the employee's direct supervisor.

Qualifications, Knowledge, Skills & Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities preferred.

• Proven experience in customer and administrative support
• Fluent in English and Spanish, both oral and written language
• Excellent written and verbal communication skills
• Proficiency in contact management systems (Salesforce), and operational software's (Google Workspace, Microsoft Office)
• Experience in digital ADA accessibility management preferred, with opportunities for training and professional development provided
• Experience in providing technical assistance to small business owners, with previous SBDC experience preferred
• Experience managing projects from concept to delivery and meeting fixed deadlines, with previous project management experience preferred.
• Ability to effectively work in a fast-paced, dynamic environment; prioritize and support multiple projects and/or work tasks/initiatives; and apply effective problem-solving…