Salary: $40,560.00 - $45,531.20 Annually Location : Richmond, VA Job Type: Full-Time Permanent Job Number: 73M00000NEW Department: Citizen Service & Response Opening Date: 09/13/2024 Closing Date: 9/27/2024 11:59 PM Eastern Are you Richmond R.E.A.D.Y? Respect. Equity. Accountability. Diversity...YOU!!! 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's Department of Citizen Service & Response is seeking highly qualified, experienced, and detail-oriented customer service professionals to fill the positions of Customer Care Specialist in the RVA311 contact center. RVA311 provides non-emergency customer service for City residents. The incumbents are responsible for providing empathetic customer service in a fast-paced call center environment. Work Hours of Operation: Monday - Friday 8:00 am -7:00 pm Saturday 9:00 am -1:00 pm Duties include but are not limited to
- Assisting callers by phone in understanding their concerns, conducting research, discussing and resolving problems, providing information and explaining service delivery expectations along with responding to general concerns.
- Creating requests accurately on residents' behalf to allow other agencies to respond to the residents' requests
- Observing and complying with departmental policies and procedures, customer service quality standards, and quality guidelines; participating in ongoing training and cross-training opportunities; and staying abreast of changes in the operation, policies, and procedures of City departments that are supported by RVA311.
- Communicating via telephone and email with other City agencies regarding residents' service needs
- Working on assigned special project teams within the City or Citizen Service and Response
- Performing other related duties as assigned
**City of Richmond Department of Citizen Service & Response employees who work in this position are considered essential personnel and may be required to work beyond scheduled hours, during agency closures, during inclement weather, and during declared emergencies.** Qualifications, Special Certifications and Licenses A combination of knowledge and experience in call center and customer service practices and requirements, standard office equipment, empathy and genuine concern for our residents, and professionalism in all interactions is required. Successful candidates will be trained to thoroughly understand and communicate City of Richmond services and who performs them, using standard office protocols and procedures, and related City and State systems. The successful candidate will demonstrate computer proficiency, accurate data entry, telephone etiquette, verbal and interpersonal communication, basic math, and research and writing. Demonstrated ability to multi-task, exercise patience, manage time efficiently, problem solve, listen attentively, effectively manage fast-paced and stressful situations, and diffuse escalated situations is necessary. MINIMUM TRAINING AND EXPERIENCE:
- High School Diploma or GED
- One year of experience in a call center or customer service environment
- An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification
PREFERRED QUALIFICATIONS:
- Previous local, state, or Federal government call center experience is a plus
- Bilingual skills are a plus
LICENSING, CERTIFICATIONS, and OTHER SPECIAL REQUIREMENTS:
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 you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Jessica McKenzie, Talent Acquisition Partner, Senior at (804) ###-#### or by email at 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. 01 10-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?
02 5-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?
03 Which answer best describes your highest level of education?
- High School Diploma/ GED
- Some college
- Associate's Degree
- Bachelor's Degree
- Advance Degree
04 How many years of experience in customer service experience do you have?
- Less than one year
- 1-2 years of experience
- 2-3 years of experience
- 3-4 years of experience
- 4-5 years of experience
05 Which best describes your skill level with Microsoft Office?
- None, have never used Microsoft Office
- Limited use of Microsoft Office
- Proficient use of Microsoft Office
- Intermediate use of Microsoft Office
- Advance use of Microsoft Office
06 Can you converse in a foreign language in a business environment?
07 If yes, please indicate which foreign language(s) you can converse in. 08 Please explain in detail why do you think you are the most qualified candidate for this position. Please be specific. 09 Employees in this job classification are designated as Essential Personnel and must be available to report to work during inclement weather, disasters and other emergencies. Are you willing and available to report to work during these conditions?
10 Do you have any experience working in a City of Richmond call center?
Required Question