Customer Care Specialist

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

Benefits offered by this job

Virginia Retirement System (VRS)

Language Incentive

Referral Bonus

Tuition Assistance Program

Job summary

The City of Richmond, Virginia seeks qualified Customer Care Specialists for the RVA311 center, handling non-emergency inquiries from residents in a fast-paced call center. This role emphasizes empathy, accuracy in data entry, research, and cross-agency communication, with training provided and potential overtime during emergencies.

The anticipated hiring range is $45,285 to $49,920, with benefits including VRS and tuition assistance.

Qualifications

• High school diploma or GED required.
• One year of call center or customer service experience preferred.
• Must demonstrate data entry accuracy and professional communication.

Responsibilities

• Assist callers by phone, research and resolve issues, provide information and set expectations.
• Create service requests on residents' behalf for other agencies.
• Communicate with other City agencies via telephone and email.
• Participate in special project teams and ongoing training.
• Work outside normal hours during emergencies as needed.

Skills

Customer service

Call center

Multitasking

Communication

Research

Education

High School Diploma or GED

Tools

Data entry systems

Office equipment

Job description

Work Hours Of Operation

Monday - Thursday 8:00 am - 7:00 pm

Are you Richmond R.E.A.D.Y ? R espect. E quity. A ccountability. D iversity… YOU !!!

About

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
• T uition Assistance Program

Description

The anticipated hiring range is $45,285 - $49,920. 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 - Thursday 8:00 am - 7:00 pm
Friday 8:00 am - 5:00 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:

• None

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 Veronica Kenner, by email at [e-mail].

This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.

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