Community Services Advocate 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

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.