Senior Customer Service Representative

City of Roanoke; Roanoke (VA); On-site; USD 35,000 - 45,000; Full time

Job summary

City of Roanoke is seeking a motivated administrative support professional to assist the public at the front desk and via phone. You will perform data entry, maintain records, process payments, and help clients with benefit applications and referrals to community resources.

The role requires excellent communication, computer skills (Word/Excel), and the ability to work under general supervision while using independent judgment to resolve issues. Training provided.

Qualifications

• High school diploma or equivalent with coursework in accounting or bookkeeping.
• Considerable customer service experience across diverse settings.
• Administrative support experience involving clerical and/or accounting duties.

Responsibilities

• Assist customers in person and by phone with information and services.
• Open and close the lobby according to agency procedures.
• Answer calls on a multi-line telephone and direct inquiries.
• Prepare, update, and maintain computer records.
• Receive payments, write receipts, handle cash, and follow policy.
• Assist customers with applications for benefits and/or services.
• Retrieve, log, and distribute mail, faxes and documents at the front desk.
• Maintain file room; label and organize service files.
• Purge agency records according to State guidelines.
• Coordinate supplies and provide front office coverage when supervisor is absent.
• Assist with training of new staff and mentoring of administrative personnel.

Skills

Customer service

Clerical skills

Bookkeeping

Accounting

Microsoft Word

Microsoft Excel

Cash handling

Communication

Education

High school diploma or equivalent with bookkeeping coursework

Tools

Microsoft Word

Excel

Job description

Performs work of moderate difficulty in assisting internal and external customers with requests for information or services. Performs administrative work that may include data entry, recordkeeping, staffing the front desk and answering a multi-line telephone. Assists clients seeking referrals to community resources. Handles cases transferring in and out of the department. Work is performed under general supervision, often using independent judgment to resolve situations. Performs related work and other duties as assigned.

• 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 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 invoice, ensures accuracy of data and forwards for payment.
• Prioritizes work so that completion is compliant with local and State timelines. Handles cases transferred into 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.
• Serves as primary point of contact for Quality Assurance requests from VOSS and coordinates response to QA requests.
• Coordinates schedules and front office coverage in Supervisor's absence.
• Assists with training of new staff.
• Provides guidance and mentoring to administrative staff.
• Coordinates ordering of agency supplies.
• Coordinates services with Community Partners.
• Assist 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

Excellent 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 and Child Protective Service background checks with acceptable results. Must also be able to perform the job as described in the Physical and Environmental Demands section of this job description.