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Customer Service Specialist
2 months ago
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 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
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
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.
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