Customer Experience Specialist

Customer Experience Specialist

Title:

Customer Experience Specialist

State Role

Title:

Salary Non-Specified

Hiring Range: $42,328 - $50,793, commensurate with education and experience

Pay Band: UG

Agency: VA Cannabis Control Authority

Location:

VA Cannabis Control Authority

Agency Website: cca.virginia.gov

Recruitment Type:
General Public - G

Job Duties

Support & Customer Service

• Review and provide clear guidance to customer inquiries via phone, email, and online portals.

• Assist customers with troubleshooting technical issues and navigating the Virginia Cannabis Control Authority's (CCA) online systems.

• Support daily workflow and meet established processing timelines.

• Escalate complex or unusual application cases to the Customer Experience Coordinator when appropriate.

Application Processing & Data Entry

• Review, enter, and process applications and other regulatory submissions.

• Verify completeness of submitted materials and communicate required corrections or additional documentation needs.

• Accurately maintain applicant and customer data in CCA systems.

• Handle sensitive information in accordance with HIPAA, state requirements, and all CCA confidentiality policies.

• Follow internal procedures to ensure secure, accurate, and compliant recordkeeping.

• Identify potential regulatory or compliance issues and notify appropriate staff.

• Maintain awareness of regulatory changes and program updates to ensure accurate guidance.

Communication & Problem Resolution

• Provide clear, step-by-step guidance to customers who need assistance navigating application systems or meeting documentation requirements.

• Resolve routine issues independently using established procedures.

• Escalate complex cases, regulatory interpretation questions, or issues requiring higher-level review to the Customer Experience Coordinator.

• Support improvements to customer-facing materials by reporting recurring questions or noted areas of confusion.

Technology Proficiency

• Use CCA electronic systems, case-management platforms, and tracking tools effectively.

• Assist customers in navigating online portals and resolving basic technical access issues.

• Demonstrate proficiency with software applications and web-based communication tools.

• Update to online information or system documentation as requested.

Other duties as assigned

• Follow workplace safety regulations and adhere to applicable standards, processes, and programs established for your position.

• Report unsafe work conditions to your supervisor.

• Immediately report work-related incidents to your supervisor and participate in accident investigation requests.

Minimum Qualifications

Knowledge, Skills, and Abilities (KSAs)

• Strong customer service and communication skills.

• Ability to learn and apply regulatory guidance.

• High attention to detail and accuracy in data entry.

• Ability to manage multiple tasks and meet deadlines.

• Ability to handle confidential information responsibly.

• Effective problem-solving skills.

• Ability to work effectively in a team-oriented environment.

Recommended Education

High school diploma or equivalent.

Recommended Experience

Minimum two years of experience in customer service, administrative support, call centers, or a related environment.

Experience using electronic records systems, case-management tools, or similar platforms.

Demonstrated ability to communicate effectively with the public.

Additional Considerations

Preferred (Optional) Education and Experience

Associate's or Bachelor's degree in a related field.

Experience in a regulatory, licensing, healthcare, or controlled-industry environment.

Familiarity with HIPAA or handling of confidential information.

Knowledge of CCA's cannabis regulatory framework.

Special Instructions

You will be provided a confirmation…