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SalaryDescription
The City of Richmond Department of Finance – Real Estate and Tax Relief Division is seeking a qualified candidate for the position of Customer Service Supervisor. The selected incumbent will supervise employees and activities related to City of Richmond real estate tax accounts. Work may include entering data into an assigned system; researching and correcting account errors; generating and reading reports; administration of the Tax Relief program; 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 are not limited to
EXAMPLE OF DUTIES
The Department of Finance, Real Estate and Tax Relief Division, is seeking a self-starter to fill the position of Customer Service Supervisor.
Duties include, but not limited to:
- Establishing and interpreting policies and procedures
- Managing customer flow; preparing monthly reports; conducting training sessions; reviewing the monthly business related reporting and filings
- Processing or overseeing daily account research provided to citizens, internal and external customers
- Assisting with customer traffic and researching errors.
- As assigned, incumbents supervise paraprofessional and support staff including conducting performance evaluations, coordinating training, and implementing hiring, discipline, and termination procedures. Plans and manages operations, and develops policies and procedures.
- Assisting in improving customer care quality, resolves conflicts, and enforces performance metrics and quality assurance standards.
- Providing advanced levels of Customer Service, handling escalated complaints and complex account research, managing customer flow/assisting with customer traffic, and investigating and resolving issues/complaints via telephone and in-person.
- Assisting in the administration of the Tax Relief for the Elderly and Persons with Disabilities program
Qualifications, Special Certifications and Licenses
Knowledge (some combination of the following):
- Electronic databases and related software applications
- Governmental accounting concepts
- Knowledgeable of VA State Code and Richmond Ordinances as they pertain to Business Related Taxes
- Thorough knowledge of computer programs such as Microsoft Office Suite and Adobe Acrobat
- Analyzing and aggregating data
- Analyzing and interpreting manuals and operating procedures
- Assisting with special projects and programs
- Communicating with various internal and external departments effectively
- Communicating results of analyses and recommendations professionally and effectively with senior management and peers
- Conducting basic analyses
- Developing manuals and operating procedures as necessary
- Developing recommendations and reports
- Gathering and compiling data
- Maintaining records, data, and other information in department of focus
- Performing various administrative duties such as answering phones, ordering supplies, etc.
- Proofreading and editing
- Preparing and submitting documents related to focus areas
- Working in a team environment
- Customer service
- Excellent oral and written communication
- Multi-task
- Organize
- Plan
- Prioritize
- Problem solve
- Manage time effectively
- Associate's degree in business, accounting, or a related field.
- Three years of paraprofessional Customer Service experience, including handling escalated complaints as it relates to local government real estate related taxes
- Supervisory experience is preferred.
- 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:- At least two (2) years of Customer Service experience in a local government environment
- At least two (2) years of experience utilizing an ERP system
- Intermediate Proficiency in MS Word and Excel
LICENSING, CERTIFICATIONS, and OTHER SPECIAL REQUIREMENTS:- None required
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, 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.
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.
- 0110-point compensable veteran. You must have an existing compensable service-connected disability of 10 percent or more. Other 10-point veteran include disabled veteran or a veteran who was awarded the Purple Heart for wound or injuries received in action, veteran's widow or widower who has not remarried, wife or husband of a veteran who has a service-connected disability, widowed, divorced or separated mother of an ex-service son or daughter who died in action, or who is totally and permanently disabled. Do any of these apply?
- Yes
- No
025-point veteran's must have been discharged under honorable conditions and had one of the following: Active duty in the Armed Forces of the United States, in a war, or during the period 4/28/52-7/1/55 or active duty for more than 180 consecutive days other than for training, any part of which occurred during the period beginning 2/1/55 and 10/14/76 or active duty during the Gulf War sometime between 8/2/90 - 1/2/92 or active duty in a campaign or expedition for which a campaign badge has been authorized or active duty for which more than 180 consecutive days other than for training, any part of which occurred during the period beginning 9/11/2001 and ending on the date prescribed by the Presidential proclamation or by the law as the last date of operation Iraqi Freedom. Do any of these apply?- Yes
- No
03Are you a current City of Richmond Employee?- Yes
- No
04Which answer best describes your highest level of education?- High School Diploma/GED
- Some college
- Associate's Degree
- Bachelor's Degree
- Master's/Advanced Degree
- None of the above
05Which best describes your years of experience working in Customer Service?- Less than four years of experience
- Four to seven years of experience
- Seven to ten years of experience
- More than ten years of experience
06How many years of supervisory experience do you have?- No experience
- Less than one year of experience
- One to three years of experience
- Three to six years of experience
- Six to nine years of experience
- Ten years or more of experience
07Do you have experience working in real estate environment?- Yes
- No
08Do you have experience coordinating work involving guidelines and rules with constant problem solving?- Yes
- No
09Choose the option below that best describes your years of experience using a revenue based administration system.- Less than two years of experience
- Two to five years of experience
- More than five years of experience
10Based on the City of Richmond Department of Human Resources MS Proficiency Scale, immediately described below, what is your level of proficiency using Microsoft Excel? Basic – At this level, an individual is able to enter and correct data, modify a workbook, format a worksheet, and use printing functions. Intermediate – At this level, an individual understands the concepts of databases and is able to work with charts and to use the list management capabilities of Excel. Advanced – At this level, an individual is automate some operations, manage Macro commands, and create MS Excel applications.- Beginner experience
- Intermediate experience
- Advanced experience
- No experience
11Based on the City of Richmond Department of Human Resources MS Proficiency Scale immediately described below, what is your level of proficiency using Microsoft Word? Basic – At this level, an individual is able to use basic formatting, editing, printing functions, and understands the document page setup. Intermediate – At this level, an individual is able to customize toolbars, import and insert graphs, embed Excel data, and produce elaborate reports. Advanced – At this level, an individual is able to use and create a wide range of graphic effects and has full mastery of Macro commands.- Beginner experience
- Intermediate experience
- Advanced experience
- No experience
* Required Question
