Customer Service Representative (Administrative Assistant Iii)

The Call Center Representative supports the Department of Family Services (DFS) Public Assistance and Employment Services Division, acting as an integral part of the agency's call center team.
The DFS offers a wide range of community programs and services for Fairfax County residents designed to promote self-sufficiency, to protect the vulnerable, and to provide community education. The Public Assistance and Employment Services Division is seeking Customer Service Representatives for the main DFS Call Center who enjoy interacting with the public, handling challenging situations and working in a fast-paced environment. Serves as a member of the team that is the first point of telephone contact with the public for DFS. Assists callers by providing general information, assess the reason for their call and route them to the appropriate services within DFS or the community consistently provide accurate and timely information in a courteous, friendly manner; navigate through a variety of computer applications for the purpose of screening and tracking customer activities; and develop and maintain effective working relationships with agency and county staff.
Note: The assigned functional areas for this position include general administration and/or Customer Service.
MINIMUM QUALIFICATIONS:
Any combination of education, experience, and training equivalent to the following:
(Click on the aforementioned link to learn how Fairfax County interprets equivalencies for "Any combination, experience, and training equivalent to")
Any combination of education, experience and training equivalent to high school graduation and two years of experience providing administrative support in the assigned functional area(s).
NECESSARY SPECIAL REQUIREMENTS:
The appointee to this position will be required to complete a criminal background check and child protective services to the satisfaction of the employer.
PREFERRED QUALIFICATIONS:

• At least one year of full-time equivalent experience providing administrative support in the assigned functional areas.
• At least one year of call center experience providing services/responding to inquiries and requests.
• At least one year of front-line Customer Service experience which includes responding to internal and external customer inquiries face-to-face, by telephone, and in writing.
• At least one year of experience directly interfacing with the public to assist with education, gain access to and appropriately utilize needed services.
• At least intermediate proficiency with Microsoft Outlook and beginner proficiency with Microsoft Excel.
• Excellent interpersonal skills
• Knowledge or experience with public assistance programs

PHYSICAL REQUIREMENTS:
Ability to communicate clearly and effectively with a variety of individuals. Ability to use automated technology. Work is generally sedentary and is performed in a normal office environment. All duties performed with or without reasonable accommodations.
SELECTION PROCEDURE:
Panel interview and may include exercise.
The population of Fairfax County is very diverse where 38.7% of residents speak a language other than English at home (Spanish, Asian/Pacific Islander, Indo-European, and others) and we encourage candidates bilingual in English and a foreign language to apply to this opportunity.
Fairfax County Government prohibits discrimination on the basis of race, color, religion, national origin, sex, pregnancy, childbirth or related medical conditions, age, marital status, disability, sexual orientation, gender identity, genetics, political affiliation, or military status in the recruitment, selection, and hiring of its workforce.
Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disabilities Act. Contact 703-324-4900 for assistance. TTY 703-222-7314. DHREmployment@fairfaxcounty.gov EEO/AA/TTY.
#LI-JY1Employment Type: FT Hourly W BN