Customer Service Technician

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This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:

• Virginia Retirement System (VRS)
• Language Incentive
• Referral Bonus
• Tuition Assistance Program

Description

The City of Richmond Department of Public Works is seeking a qualified candidate to fill the position of Customer Service Technician in the Solid Waste Division. The incumbent will provide front-line Customer Service, citizen assistance, and conduct revenue processing activities. Work may include answering phones, researching customer questions and account inquiries, handling, and reconciling payments, and updating tracking systems.

Duties include but are not limited to

• Assists customers, departments, and employees by providing information, handling requests, explaining procedures, and researching and answering questions over the telephone, via email, and in-person
• Performs and provides Customer Service and revenue transaction processing tasks such as receiving, processing, and reconciling payments, processing applications, preparing, or assisting with daily deposits and monthly audits, scheduling, handling/balancing cash, processing adjustments to customer accounts, etc.
• Performs basic clerical duties such as entering data into the financial system, remittance system, and spreadsheets, filing and maintaining documents, generating, and distributing various reports or other materials including mail, and performing office opening and closing responsibilities
• Updating and maintaining citizen data in Super Can Inventory Control tracking system, cross-referencing addresses, and researching citizen issues using RVA311, SCIC, and city property records
• Performing other related duties as assigned

Qualifications, Special Certifications and Licenses

KNOWLEDGE, SKILLS, AND ABILITIES:
Considerable knowledge of Customer Service protocols and procedures; standard office protocols and procedures; standard office equipment; cash handling procedures; and basic clerical duties. Demonstrated skills in Computer proficiency including Microsoft Office Suite; effective oral/written and interpersonal communication; telephone etiquette; data entry; problem-solving; Customer Service; basic mathematics; and researching. Abilities in multi-tasking; remaining calm in stressful situations; showing empathy and compassion; and defusing inflamed situations.
MINIMUM TRAINING AND EXPERIENCE:

• High School Diploma or GED
• Two years of Customer Service experience such as collecting and processing payments, researching billing information, or providing direct Customer Service
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

• None required

• At least one (1) year of experience using Super Can Inventory Control tracking system or similar solid waste tracking system
• At least two (2) years of experience using Microsoft Office Suite

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.

The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodations are needed to participate in the job application and/or the interview process, please contact Jessica McKenzie, Talent Acquisition Partner, Senior at (804) 646-4705 or by mail at Jessica.McKenzie@RVA.GOV.

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.