City Services Call Center Specialist

City-of-Richmond,-Va; Richmond (VA); On-site; USD 45,000 - 50,000; Full time

Job summary

The City of Richmond is seeking a Customer Care Specialist in RVA311 to provide empathetic, efficient service in a fast-paced call center environment. This full-time temporary position offers a competitive anticipated hiring range and requires strong communication and problem-solving abilities.

You will assist residents by phone, create service requests for other agencies, follow City policies, and coordinate with multiple departments to resolve issues and explain service delivery expectations.

Qualifications

• High School Diploma or GED.
• One year of experience in a call center or customer service environment.
• Equivalent combination of training and experience (as approved by the department).
• Bilingual skills are a plus.

Responsibilities

• 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.

Skills

Empathy

Communication

Multitasking

Education

High School Diploma or GED

Job description

The City of Richmond is seeking a Customer Care Specialist in RVA311 to provide empathetic, efficient service in a fast-paced call center environment. This full-time temporary position offers a competitive anticipated hiring range and requires strong communication and problem-solving abilities.

You will assist residents by phone, create service requests for other agencies, follow City policies, and coordinate with multiple departments to resolve issues and explain service delivery expectations.