Customer Service Specialist

4 weeks ago

Richmond, United States City of Richmond Full time

The

Department of Finance – Real Estate Division

is seeking a qualified candidate for

Customer Service Specialist

. This position 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.

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, and referring customers to appropriate parties KNOWLEDGE, SKILLS, AND ABILITIES:

Demonstrated knowledge of best practices related to customer service policies and procedures, real estate/tax relief, CIS billing system and familiarity using standard office equipment. Skilled in data entry, listening, quick/fast paced, account management, basic mathematics, customer service and research. Proven ability to multi-task, work with diverse population and analyze data to resolve customer issues or concerns. 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 (2) 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

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