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Client Relations Coordinator

2 months ago

Arlington, Virginia, United States Arlington County, VA Full time
Salary: $56, $87,089.60 Annually

Location : Arlington, VA

Job Type: Full-Time Permanent

Remote Employment: Flexible/Hybrid

Job Number: A-DES-WJ

Department: Department of Environmental Services

Division: DES Customer Service Office

Position Overview

Are you passionate about providing exceptional client support and possess strong analytical and multitasking abilities? If so, we have an exciting opportunity for you.

The Department of Environmental Services is seeking a Client Relations Coordinator to join our Customer Services Office (CSO). This team is dedicated to delivering outstanding service by managing over 65,000 client inquiries each year. The CSO also ensures precise and timely billing for more than 37,000 utility accounts.

Key Responsibilities:
  • Delivering high-quality and professional assistance via phone or email to clients with intricate issues, complaints, and requests related to various County programs, including billing, refuse, and water services;
  • Effectively addressing client complaints and concerns regarding their utility accounts by analyzing relevant data, researching County programs, and collaborating with various departments;
  • Working closely with utility billing personnel on complex or escalated billing matters to resolve client issues or determine the best course of action for urgent situations;
  • Setting up payment plans for overdue balances, processing investigation requests, and accepting payments for service restoration after disconnection;
  • Creating new utility accounts, offering advisory services related to payment concerns, and managing work orders across multiple systems;
  • Drafting and responding to emails, letters, and other written communications, clarifying the County's stance on complex issues;
  • Coordinating with vendors or other departments to find solutions to client issues;
  • Collaborating with Team Leads and Managers to enhance or develop the knowledge base.
The ideal candidate will thrive in a dynamic environment, be adept with various systems, and possess the ability to prioritize and manage a substantial workload. Experience in local government services or utilities while providing courteous and effective client service is highly desirable.

Selection Criteria

Minimum Qualifications:
  • High school diploma or equivalent; and
  • Some experience in administrative support and/or customer service or in a high-volume call center.
Substitution: Completion of college coursework from an accredited institution may substitute for the experience requirement.

Preferred Qualifications: Preference may be given to candidates with experience in:
  • Resolving complex customer issues such as billing discrepancies, service interruptions, complaints, or emergencies;
  • Utilizing an electronic database system for data entry or retrieval;
  • Bilingual capabilities in Spanish and English to assist clients with limited English proficiency.
Special Requirements

A pre-employment background check will be conducted, which may include checks of criminal records, driving records, education, professional licensure, and credit history. A release may be required to authorize the County to obtain your background information.

Additional Information

Work Hours: Assigned hours will be between 7:00 AM to 7:00 PM, Monday through Friday. Flexibility is required to accommodate the Call Center's hours. Some telework may be available contingent upon workload and supervisor approval.

Applicants with disabilities may request reasonable accommodations during the application or selection process.