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Customer Service Specialist

3 months ago

Richmond, Virginia, United States City of Richmond, VA Full time
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:
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:

  • 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 multiline 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 rega