Customer Service Representative - Open Until Filled

County of Roanoke Virginia; Roanoke (VA); On-site; USD 32,000 - 45,000; Full time

Job summary

County of Roanoke Virginia is seeking a front desk clerk to assist the public at the main lobby and over the phone. The role requires customer service experience, basic accounting/ bookkeeping training, and strong computer skills.

The position involves opening/closing the lobby, answering inquiries, maintaining records, processing applications, and supporting referrals to other agencies. Notarization and QA coordination are included.

Qualifications

• High school diploma or equivalent with coursework in accounting or bookkeeping.
• Considerable customer service experience and administrative support experience.
• Knowledge of office terminology, procedures, and clerical methods.
• Ability to operate a computer and use Microsoft Word and Excel.

Responsibilities

• Works directly with the public at the front desk and on the phone with friendly communication.
• Opens and closes the lobby per agency procedures.
• Answers calls using a multi-line telephone and provides information on programs and policies.
• Handles cash transactions and issues receipts according to policy.
• Prepares, updates, and maintains computer records.
• Assists customers with benefit and service applications.
• Maintains files and distributes mail; manages supply needs.
• Purges agency records according to State guidelines and reviews invoices.
• Schedules appointments and coordinates referrals to other agencies.
• Notarizes documents and supports QA requests from VOSS.
• Performs other duties and special projects as assigned.

Skills

Customer service

Administrative support

Communication skills

Office terminology

Education

High school diploma / accounting training

Tools

Microsoft Word

Excel

Job description

Job Responsibilities

• Works directly with the public in person at the front desk and on the phone, demonstrating good communication skills in a warm and friendly manner.
• Opens and closes the lobby in accordance with agency procedures.
• Answers calls to the department’s main telephone number utilizing a multi-line telephone.
• Provides information to customers regarding departmental programs, policies and/or procedures.
• Handles inquiries from internal and external customers.
• Prepares, updates and maintains computer records.
• Receives payments from customers and writes receipts; handles cash and all payments in accordance with departmental policy.
• Assists customers with applications for benefits and/or services.
• Retrieves, logs and distributes mail, faxes and documents left at the front desk.
• Retrieves files for staff and maintains the file room; assembles and maintains a supply of eligibility files and dividers for service files; makes file labels as requested by staff.
• Purges agency records according to State guidelines.
• Requisitions and receives supplies for the department; reviews invoices, ensures accuracy of data and forwards for payment.
• Prioritizes work so that completion is compliant with local and State timelines. Handles cases transferred in to our locality as well as cases transferred out to other Virginia localities.
• Screens customers for possible referral to other agencies for financial assistance.
• Gathers information from the customer, determines eligibility for referral and communicates with other agencies to make the referral.
• Routes online applications as an agency default worker for the VaCMS system.
• Runs inquiries for Benefit Program Specialists and assigns cases transferred to our locality.
• Schedules appointments for customers.
• Serves as primary point of contact for Quality Assurance requests from VOSS and coordinates response to QA requests.
• Issues Electronic Benefits Transfer (EBT) cards to customers.
• Notarizes documents.
• Screens paper applications, runs inquiries and assigns to appropriate benefits worker.
• Screens electronic applications, runs inquiries and assigns to appropriate benefits worker.
• Assists with special projects.
• Performs other duties as assigned.

Education

Required: High school diploma or equivalent supplemented by courses or training in accounting or bookkeeping.

Experience

Required: Considerable customer service experience required (could be in a variety of settings) and administrative support experience involving clerical and/or accounting duties.

Certifications/Licenses

None required.

Knowledge, Skills and Abilities

Good knowledge of office terminology, procedures, equipment technology. Knowledge of clerical methods used in bookkeeping and routine Accounting. Ability to work with public in person and by phone. Ability to advise on and interpret County policies in researching and resolving customer inquiries, requests and complaints. Ability to maintain fiscal records and accounts involving mathematical computations. Ability to follow oral and written direction and work procedures. Skill in the operation of a personal computer and use of Microsoft Word and Excel.

Supervisory Responsibilities

None

Additional Requirements

Subject to a complete criminal history background search with acceptable results. Must also be able to perform the job as described in the Physical and Environmental Demands section of this job description.