Customer Care Specialist

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

Job summary

City of Richmond’s RVA311 center is seeking a Customer Care Specialist to deliver empathetic, accurate information to residents in a fast-paced environment. The role requires understanding residents’ concerns, researching issues, and routing requests to appropriate City agencies.

Ideal candidates will have a high school diploma or GED and at least one year of call center or customer service experience. The position operates in a structured city program with standard hours and essential personnel

Qualifications

• High School Diploma or GED is required.
• At least 1 year of experience in a call center or customer service environment.
• Equivalent combination of training and experience may be considered.

Responsibilities

• Assist callers by phone, understand concerns, conduct research, resolve problems and provide information.
• Create requests on residents’ behalf to enable other agencies to respond to needs.
• Follow departmental policies and quality standards, participate in training and cross-training.

Skills

Call center experience

Empathy

Verbal communication

Education

High School Diploma or GED

Job 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

• 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.

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