Salary : $44,368.06 - $73,946.08 AnnuallyLocation : FAIRFAX (EJ27), VAJob Type: FT Hourly W BNJob Number: 24-02815Department: Family ServicesOpening Date: 11/30/2024Closing Date: 12/6/2024 11:59 PM EasternPay Grade: S15Posting Type: Open to General PublicJob Announcement This position 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 office administration and/or customer service. Illustrative Duties (The illustrative duties listed in this specification are representative of the class but are not an all-inclusive list. A complete list of position duties and unique physical requirements can be found in the position job description.)General Financial DutiesUses spreadsheets or databases to organize information and produce standard reports;Prepares a variety of complex disbursement forms (e.g., check requests, travel forms, cash sheets, and journal entries) for routing and approval;May approve some disbursement forms;Compiles and maintains monthly, quarterly, semi-annual, and annual totals, reports, and financial statements;Explains fiscal rules and procedures to employees to ensure uniform application.Fiscal AdministrationSets up accounts through corporate systems;Reconciles ledgers;Prepares status reports;Gathers data for use by others in preparing budget;Prepares transfer vouchers and interfund billing;Monitors external accounts for discrepancies.AccountingPrepares wide variety of accounting forms;Reconciles daily receipts or accounts receivable/payable;Identifies discrepancies and makes corrections;Collects required documents;Prepares and authorizes expense vouchers and/or invoices within limited authorization levels.PurchasingVerifies requests for goods and services against county contracts and funding sources;Orders goods or services and follows up/resolves discrepancies and ensures delivery;Authorizes requests for goods and services in corporate systems;Ensures appropriate routing and approval of purchase requests.Scheduling & Coordinating for OthersMaintains calendar(s);Schedules meetings;Makes and cancels appointments;Schedules rooms for classes, meetings, conferences, etc.;Coordinates audiovisual, training equipment, refreshment requests;Set up schedules for internal administrative staff to insure that they are available to meet changing work needs.CommunicationComposes routine correspondence on behalf of the executive/work unit head.Office ManagementProvides administrative support and implements procedures;May supervise others;Establishes/modifies and maintains a system for tracking the progress of work that is the responsibility of the executive/work unit head;Trains and orients new employees;Provides and explains relevant policies and procedures.General AdministrativeComposes routine correspondence on behalf of the executive/work unit head.Receptionist/Public ContactSchedule appointments;Explains departmental policy/procedure but does not interpret them;Responds to inquiries that require referencing a variety of sources and utilizingknowledge of the department/county operations.Word Processing/TypingKeys/types complex documents (e.g., technical);Proofs spelling and grammar;Uses multiple software packages to prepare equations, statistics, tables and/or presentations;Compiles reports from edited drafts;Uses macros and templates developed by others.Information Systems/SoftwarePerforms data entry with some knowledge of department/work unit/program;Manipulates screens for additional entries;Generates routine reports;Creates simple spreadsheets;Maintains databases.ReportsCompiles routine factual/numerical reports using readily available information.PayrollProcesses pay adjustments;Transmits on-line T&As;Regularly inputs routine Human Capital Management Enterprise Resource Planning system entries;Performs payroll functions (e.g., internal collection of time sheets, verify T&A entries, verify leave slips);Trains new employees on how to do on-line time.PersonnelPrepares and verifies completeness/accuracy of forms/documents (e.g., personnel requisitions, PARS, PCFs);Provides basic new employee benefits information;Explains routine personnel policies and procedures;Gathers information (e.g., salary range, class specifications, and merit adjustments) from HR website or other county sources for supervisor/management;Instructs employees in proper completion of routine documents (e.g., insurance enrollment forms). Required Knowledge Skills and Abilities (The knowledge, skills and abilities listed in this specification are representative of the class but are not an all-inclusive list.)Knowledge of standard rules and interpretations within own functional area and a working knowledge of established methods and procedures used in related areas;Significant nonstandard skill/knowledge is required involving production of an end product such as a report.Word Processing/TypingBasic skills in the use of Microsoft Word.Math SkillsBasic math skills.PC SkillsBasic skills in the use of applicable Microsoft Office Suite software.CommunicationAbility to write simple documents.Information AbilitiesAbility to process and integrate complex data.Interpersonal AbilitiesAbility to establish and maintain effective working relationships with both external and internal contacts.Purchasing and AccountingAbility to perform data entry into Purchasing/Logistics Enterprise Resource Planning systems and/or Financial Enterprise Resource Planning systems in at least three functions (e.g., create shells, accounts payable processing).Personnel and PayrollAbility to perform routineHuman Capital Management Enterprise Resource Planning system functions (e.g., process PARS, requisitions).Executive AssistanceAbility to maintain confidentiality and be sensitive to political issues.Employment Standards 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:
- Previous call center experience.
- Prior customer service experience
- Excellent interpersonal skills
- Knowledge or experience with public assistance programs
PHYSICAL REQUIREMENTS:Ability to input, access, and retrieve information from a computer. Ability to perform repetitive hand, arm, wrist and shoulder movements. 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 () 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-###-#### for assistance. TTY 703-###-####. ...@fairfaxcounty.gov EEO/AA/TTY.#LI-RS1Merit PositionsFairfax County is proud to offer employees an attractive and comprehensive benefits program, including the following:
- Medical/Vision/Dental Insurance Coverage
- Group Term Life Insurance
- Long Term Disability
- LiveWell Program
- Flexible Spending Programs
- Paid Leave (annual, sick, parental, volunteer activity, and more!)
- Paid Holidays
- Contributory Retirement Plan
- Deferred Compensation
- Employee Assistance Program
- Employees' Child Care Center
- Commuter Benefit Program
- Continuous Learning Opportunities
NOTE: Fairfax County Government is a qualifying employer under the Public Service Loan Forgiveness program. For more information about the PSLF program: For additional details please visit the Non-Merit Positions
Non-Merit Benefit Eligible: scheduled to work a minimum 1,040 hours and no more than a maximum of 1,560 hours in a calendar year. - Medical/Vision/Dental Insurance Coverage
- Flexible Spending Program
- Deferred Compensation
Temporary: scheduled to work a maximum of 900 hours in a calendar year. 01 What is the highest level of education that you have completed?
- Less than 12th grade
- High school diploma or GED
- Some college
- Associate's degree
- Bachelor's degree
- Master's degree
- Doctorate degree
02 If you answered Some college for the highest level of education completed, please indicate the number of quarter or semester hours you have completed towards a degree.
- Less than 45 quarter hours
- 45 to less than 90 quarter hours
- 90 to less than 135 quarter hours
- 135 to less than 180 quarter hours
- 180 or more quarter hours
- Less than 30 semester hours
- 30 to less than 60 semester hours
- 60 to less than 90 semester hours
- 90 to less than 120 semester hours
- 120 or more semester hours
- Not applicable
03 How many years of full-time equivalent experience do you have providing administrative support in the following functional areas: general office administration and/or customer service?
- None
- Less than one year
- One to less than two years
- Two to less than three years
- Three to less than four years
- Four to less than five years
- Five or more years
04 How many years of customer service experience do you have?
- None
- Less than one year
- One to less than two years
- Two to less than three years
- Three to less than four years
- Four to less than five years
- Five or more years
05 Please indicate your level of proficiency with Microsoft Outlook.
- Beginner (Basic knowledge of identifying the components of the Outlook environment; composing email messages; sending and receiving email messages; organizing email messages into folders; managing contacts; scheduling appointments; scheduling meetings, managing tasks, notes and journal entries)
- Intermediate (Knowledge of customizing message settings; organizing and locating Outlook messages; setting calendar options; tracking activities using the Journal; assigning and tracking tasks; sharing folder information; customizing the Outlook environment)
- Advanced (Extensive knowledge of almost all functions of program including personalizing your email; organizing Outlook items; managing data files; managing contacts and contact information; saving and archiving email; creating a custom Outlook form; working offline and remotely)
- No experience
06 Please indicate your level of proficiency with Microsoft Excel.
- Beginner (Basic knowledge of creating a worksheet; performing calculations in a worksheet; modifying and formatting a worksheet; printing workbook contents)
- Intermediate (Knowledge of inserting and modifying graphic objects in a worksheet; customizing and enhancing workbooks; analyzing data using Pivot Tables, Slicers, and Pivot Charts)
- Advanced (Extensive knowledge of increasing productivity and improving efficiency by streamlining workflow; collaborating with others using workbooks; auditing worksheets; analyzing data; working with multiple workbooks; importing and exporting data, using Excel with the web)
- No experience
07 How many years of full-time equivalent experience do you have directly interfacing with the public to assist them to become educated about, gain access to and appropriately utilize needed services?
- None
- Less than one year
- One to less than two years
- Two to less than three years
- Three to less than four years
- Four to less than five years
- Five or more years
08 Do you have experience working in a Call Center?
Required Question