Senior Customer Service Representative

Roanoke County, Virginia; Roanoke (VA); On-site; USD 36,000 - 48,000; Full time

Job summary

Roanoke County, Virginia seeks an Administrative Assistant to assist the public, answer a multi-line phone system, and provide information on programs and policies. Responsibilities include opening/closing the lobby, data entry, payments, and filing.

The role supports referrals, recordkeeping, and coordinating supplies, with a strong emphasis on customer service. Requires a high school diploma (or equivalent) with accounting coursework, plus considerable clerical and cash-handling experience.

Qualifications

• High school diploma or equivalent with accounting/bookkeeping courses.
• Strong customer service experience in public-facing roles.
• Experience with clerical work and basic cash handling.
• Proficient with Word and Excel; able to manage records.
• Ability to explain County programs and respond to inquiries.
• Capable of handling payments and maintaining financial records.

Responsibilities

• Greet customers in person and on the phone at the front desk with a friendly, professional demeanor.
• Open and close the lobby per agency procedures and route calls from a multi-line system.
• Provide information on departmental programs, policies, and procedures.
• Prepare and maintain computer records and handle payments with receipts.
• Assist applicants with benefits and services and file management.
• Maintain file room, assemble service files, and purge records per state guidelines.
• Assist with staff training and provide guidance to administrative team.

Skills

Customer service

Clerical tasks

Accounting basics

Microsoft Word

Microsoft Excel

Education

High school diploma or equivalent plus accounting/bookkeeping courses

Tools

Microsoft Word

Excel

Job description

General 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.

Essential Job Functions

• 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.

Requirements/Preferences

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.