Citizen Service Advisor Trainee

City of Norfolk; Virginia (IL); On-site; USD 38,000 - 48,000; Full time

Job summary

City of Norfolk is seeking a Citizen Service Advisor Trainee for the Norfolk Cares Contact Center. You will answer and route incoming calls from residents, businesses and visitors, providing information on city services and guiding inquiries to the right department.

The ideal candidate demonstrates strong communication, problem-solving, and empathy; bilingual abilities are a plus. This entry-level role offers training and a path to professional growth within a busy municipal center.

Qualifications

• Respond to customer inquiries for information and service using an automated call distribution or electronic services system.
• Follow division protocols and scripts to provide timely information on City services, policies, and practices.
• Refer inquiries, or follow up, to applicable City departments and agencies.
• Enter, update, and edit customer service requests; maintain clear and organized records.
• Keep current regarding City departments and geography of the city and surrounding areas.
• Work with residents, businesses, and visitors to improve quality of life in Norfolk.
• Mediate between parties concerning city services and provide resolution.
• Educate citizens about city services and navigate City Departments.
• Serve as a liaison between residents and City Hall.
• Maintain regular, reliable, and punctual attendance.

Responsibilities

• Respond to customer inquiries for information and service using an automated call distribution or electronic services system.
• Follow division protocols and scripts to provide timely information on City services, policies, and practices in a courteous and effective manner.
• Refer to inquiries, or follows up, as needed, to applicable City departments and agencies.
• Perform administrative support work such as entering, updating, and editing customer service requests; maintain records.
• Keep current regarding the functions and operating procedures of City departments and agencies; geography of the city.
• Work with interested residents, businesses, visitors and city departments to improve quality of life in Norfolk.

Skills

Written Comprehension

Written Expression

Problem Sensitivity

Deductive Reasoning

Information Ordering

Time Sharing

Judgment

Behavioral Flexibility

Receptive to feedback

Multitasking

Tools

Salesforce

Central Square

Harris Northstar

Duncan Solutions

Paylock

Zephire

Job description

Norfolk, Virginia is America's most authentic and urban waterfront city. Home to the world's largest naval station and the business, arts, and cultural center of Coastal Virginia, Norfolk has been rated a top place to live, work, play, and raise a family by numerous publications. Working for the City of Norfolk is an opportunity to make a real difference in the lives of others. With our commitment to competitive pay and a strong retirement package, you can do good for your community and do well for yourself. Join a caring workplace that proudly celebrates uniqueness, authenticity, and a shared commitment to improving the lives of our residents.

The City of Norfolk Office of Citizen Services is seeking to hire Citizen Service Advisor Trainees for the Norfolk Cares Contact Center. The City of Norfolk is committed to better municipal management and serving residents more effectively. The Office of Citizen Services utilizes data analytics and innovative strategies to enhance community engagement, improve service efficiency and boost citizen satisfaction. The Norfolk Cares Center is an effective contact center that provides accurate, timely information and responses to citizen complaints, city processes and information related to services provided by the City. The contact center affords citizens the opportunity to report concerns and issues that affect the public health and the safety of Norfolk Citizens. The Citizen Service Advisor Trainee serves as a front-line liaison for the City of Norfolk, affording residents, businesses, and visitors the opportunity to have 1 Call to City Hall.

Citizen Service Advisor Trainee will be responsible for answering and accurately routing incoming calls and requests from residents, businesses, and visitors.

The essential functions of this position include the following:

• Responding to customer inquiries for information and service using an automated call distribution or electronic services system; responds to public information inquiries by telephone, computer, and/or mailings.
• Following division protocols and scripts provide timely information on City services, policies, and practices in a courteous and effective manner; uses applicable computer and customer interactive applications and other job-related office equipment; meets quality standards for service.
• Referring to inquiries, or follows up, as needed, to applicable City departments and agencies.
• Performing administrative support work such as entering, updating, and editing customer service requests; determines appropriate processes to be used; maintains clear and organized handwritten and/or electronic records.
• Keeping current regarding the functions and operating procedures of City departments and agencies; maintains knowledge of the City's website, and geography of the city and surrounding areas.
• Working in cooperation with interested residents, businesses, visitors and city departments to improve the quality of life of Norfolk residents.
• Mediating between parties concerning city services and providing resolution.
• Referring unresolved issues to the agencies responsible for taking the necessary corrective action.
• Educating citizens, businesses and visitors about city services.
• Serves as a liaison between residents and City Hall: helping residents navigate City Departments.
• Regular, reliable, and punctual attendance is a necessity for this position.

Preferred:

• Experience in Salesforce, Central Square, Harris Northstar, Duncan Solutions, Paylock, and Zephire.
• Bilingual candidates.

The ideal candidate will possess the following knowledge, skills, and abilities:

• Written Comprehension- ability to understand written sentences and paragraphs.
• Written Expression- ability to use words or sentences in writing so that others will understand.
• Problem Sensitivity- ability to tell when something is wrong or is likely to go wrong. It includes being able to identify the whole problem as well as elements of the problem.
• Deductive Reasoning- ability to apply general rules to specific problems to come up with logical answers.
• Information Ordering- ability to follow correctly a rule or set of rules or actions in a certain order. The rule or set of rules used must be given. The things or actions to be put in order can include numbers, letters, words, pictures, procedures, sentences and mathematical or logical operations.
• Time Sharing- ability to shift back and forth between two or more sources of information.
• Judgment- ability to develop alternative courses of action in making decisions from logical assumptions that reflect factual information.
• Behavioral Flexibility- ability to modify one’s approach to most effectively meet the needs of the situation.
• Receptive to constructive criticism with the ability to learn from feedback.
• Proven ability to maintain high quality standards while handling multiple responsibilities.

Work Schedule:

• Monday - Friday 7:55 am - 5:00 pm
• This position is deemed essential which means staff will be required to work during inclement weather and emergencies