Customer Service Specialist

Job Details

Salary: $51,667.20 - $73,507.20 Annually

Location : Richmond, VA

Job Type: Full-Time Permanent

Job Number: 25M00000

Department: Finance

Opening Date: 06/07/2024

Closing Date: Continuous

Are you Richmond R.E.A.D.Y?
Respect. Equity. Accountability. Diversity...YOU!!!

This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:

• Virginia Retirement System (VRS)
• Language Incentive
• Referral Bonus
• Tuition Assistance Program

Description

The Department of Finance is seeking a qualified candidate for Customer Service Specialist. This classification provides front-line customer service, citizen assistance, and revenue processing related to City services and functions. Incumbents provide advanced-level customer service, handling both basic and escalated inquiries, as well as researching and adjusting account information. Work may include entering data into an assigned system; researching and correcting account errors and system bugs; generating and reading reports; creating bills; processing account adjustments; calculating and processing refunds; responding to phone calls, emails, and in-person inquiries; reconciling funds received; and performing basic clerical functions such as filing, correspondence, mail sorting, etc.

This position is considered an Essential Personnel, which means that the incumbent is required to work when the City is closed due to public emergencies, critical or hazardous conditions or inclement weather.

Duties include but are not limited to

Duties include, but not limited to:

• Assisting customers and others in completing permits and applications for assigned area of responsibility; maintaining records and files of said documents according to departmental policy and procedure
• Investigating and resolving unique and/or complex customer service issues
• Responding to customer billing and service inquiries and researching as necessary to resolve issue
• Performing and processing necessary adjustments to customer account and/or departmental computer system for each assigned customer
• Corresponding with customers via telephone and mail to verify accuracy of service resolution
• Preparing, maintaining and submitting account log and/or reports to supervisor of work/accounts services completed
• Performing data entry into departmental system of account corrections, changes, and/or resolved issues
• Performing research and special projects as directed by supervisor
• Assisting customers with forms completion; answering customer questions
• Referring customers to appropriate parties

Qualifications, Special Certifications and Licenses

KNOWLEDGE, SKILLS, AND ABILITIES:

• Considerable knowledge of basic math, accounting, business, and financial policies.
• Familiarity with state code and local ordinances as it pertains to real estate tax collection.
• Knowledgeable with computer programs such as Microsoft Office Suite, office equipment such as a multi-line phone and webcam for video meetings.
• Skills in oral and written communication, customer service, conducting research and data entry.
• Ability to analyze information; pay attention to detail; think critically and follow directions and established procedures.

MINIMUM TRAINING AND EXPERIENCE:

• High School Diploma or GED
• Four years of customer service and payment processing, reconciliation and adjustment experience
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification.

PREFERRED TRAINING AND EXPERIENCE:

• A two year degree from an accredited institution
• At least two (2) years of Customer service experience in a Real Estate environment
• At least four (4) years working experience in a Federal, State or local municipality
• At least two (2) years of experience using a revenue based administration system
• Intermediate Proficiency in MS Word and Excel
• Bilingual is a plus

LICENSING, CERTIFICATIONS, and OTHER SPECIAL REQUIREMENTS:

• None required

Americans with Disabilities Act Requirements

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.

ENVIRONMENTAL HAZARDS: Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.

PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT: Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraint. While performing the essential duties of this job, the employee is regularly required to talk, see, hear, finger (pick, pinch, type, or otherwise work primarily with fingers), and use substantial repetitive motions of the wrists, hands and fingers. The employee is occasionally required to stoop, kneel, crouch, walk and reach extending hands and arms in any direction. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary, exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects.

* Internal use: HR Generalist to review.

Equal Employment Opportunity Statement

The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Jessica McKenzie, Talent Acquisition Partner, Senior at (804) ###-#### or by email at

This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.

The City of Richmond Values Veterans-We are an Official V3 Certified Company.

With over 4,000 employees, the City of Richmond is an "Employer of Choice" among cities throughout the nation. The City strives to hire and retain employees who bring dedication and talent to the workforce. Offering a competitive, cost effective, and quality benefits package is one element of an "Employer of Choice".

The City offers a full range of benefit programs from initial hire through retirement. Please visit our Web site for details.

01

10-point compensable veteran. You must have an existing compensable service-connected disability of 10 percent or more. Other 10-point veteran include disabled veteran or a veteran who was awarded the Purple Heart for wound or injuries received in action, veteran's widow or widower who has not remarried, wife or husband of a veteran who has a service-connected disability, widowed, divorced or separated mother of an ex-service son or daughter who died in action, or who is totally and permanently disabled. Do any of these apply?

• Yes
• No

02

5-point veteran's must have been discharged under honorable conditions and had one of the following: Active duty in the Armed Forces of the United States, in a war, or during the period 4/28/52-7/1/55 or active duty for more than 180 consecutive days other than for training, any part of which occurred during the period beginning 2/1/55 and 10/14/76 or active duty during the Gulf War sometime between 8/2/90 - 1/2/92 or active duty in a campaign or expedition for which a campaign badge has been authorized or active duty for which more than 180 consecutive days other than for training, any part of which occurred during the period beginning 9/11/2001 and ending on the date prescribed by the Presidential proclamation or by the law as the last date of operation Iraqi Freedom. Do any of these apply?

• Yes
• No

03

Are you a current City of Richmond Employee?

• Yes
• No

04

Which answer best describes your highest level of education?

• High School Diploma/GED
• Some college
• Associate's Degree
• Bachelor's Degree
• Master's/Advanced Degree
• None of the above

05

Which answer best describes your years of experience working in customer service?

• Less than four years of experience
• Four to seven years of experience
• More than seven years of experience

06

Do you have experience with face-to-face customer service?

• Yes
• No

07

Select the below in which you have at least four years of direct work experience. (Select all that apply)

• Working in customer service office environment
• Working to resolve customer concerns or needs
• Answering multi-line telephones
• Resolving customer service issues with an office setting
• Maintaining office filing systems
• Experience using advanced computer programs
• None of the above

08

Do you have experience working in real estate environment?

• Yes
• No

09

How many years' experience do you have providing customer service related to real estate?

• Less than two years of experience
• Two to four years of experience
• More than four years of experience

10

Choose the option below that best describes your years of experience using a revenue based administration system.

• Less than two years of experience
• Two to five years of experience
• More than five years of experience

11

Do you have experience working in Municipal government?

• Yes
• No

12

Choose the option below that best describes your years of experience working in Municipal government.

• Less than two years of experience
• Two to four years of experience
• More than four years of experience

13

Based on the City of Richmond Department of Human Resources MS Proficiency Scale, immediately described below, what is your level of proficiency using Microsoft Excel? Basic - At this level, an individual is able to enter and correct data, modify a workbook, format a worksheet, and use printing functions. Intermediate - At this level, an individual understands the concepts of databases and is able to work with charts and to use the list management capabilities of Excel. Advanced - At this level, an individual is automate some operations, manage Macro commands, and create MS Excel applications.

• Beginner experience
• Intermediate experience
• Advanced experience
• No experience

14

Are you bilingual? (If 'Yes,' please indicate on your application the language(s).)

• Yes
• No

Required Question

 City of Richmond VA

 07/11/2024

 Richmond,VA