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SalaryDescription
The City of Richmond Department of Public Utilities is seeking dynamic candidates to fill multiple Customer Care Specialist positions within the Customer Service division. DPU takes pride in providing unparalleled Customer Service to its utilities consumers. You will be at the forefront of this mission, taking calls and providing support to ensure our customers receive the highest level of care. The ideal candidate will be a Customer Service professional who brings customer contact experience, strong problem solving and analytical skills, be a critical thinker and demonstrates dependability and accountability. The selected candidates will provide superior Customer Service in an ever-evolving call center and customer-facing environment. Candidates will be responsible for handling routine and researching and resolving complex billing issues, and a multitude of citizen and customer issues with varying degrees of complexity. Candidates should be proficient in modern software applications such as Microsoft Office Suite. Bilingual applicants are encouraged to apply.
Duties include but are not limited to
- Answering incoming telephone calls regarding billing, new service and gas and water emergencies;
- Entering customer information into a database;
- Following department guidelines and processes;
- Effective communication skills via telephone, written and face to face.
This individual may be required to work nights, weekends, holidays or on-call, as needed.
Qualifications, Special Certifications and Licenses
KNOWLEDGE, SKILLS, AND ABILITIES:
Demonstrated knowledge in call center and Customer Service practices and requirements; standard office equipment; City services and who performs them; standard office protocols and procedures; and related City databases. Demonstrated skill in computer proficiency and data entry; telephone etiquette; oral communication and interpersonal communication skills; basic mathematics and writing skills; and skills in conducting research; proficient in Microsoft Office Suite. Demonstrated ability to multi-task and manage time effectively; to be patient, listen attentively and manage high call volumes; handle fast paced and stressful situations; to diffuse inflamed situations, apply critical thinking to customer concerns and to show empathy and compassion.
MINIMUM TRAINING AND EXPERIENCE:
- High School Diploma or GED;
- Some college courses in a related field or applicable training courses are preferred;
- Minimum of one year of experience in a call center environment;
- An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification.
LICENSING, CERTIFICATIONS, and/or OTHER SPECIAL REQUIREMENTS:
- None required
PREFERRED TRAINING AND EXPERIENCE:
- Three (3) years of experience in a Call Center;
- At least one three (3) years of experience in a service based industry, i.e. cable, telephone, gas and water.
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, stand, reach extending hands and arms in any direction, walk, lift, feel, and grasp. 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.
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.
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.
