Senior Customer Service Representative

County of Roanoke Virginia; Roanoke (VA); On-site; USD 32,000 - 42,000; Full time

Job summary

County of Roanoke Virginia seeks a front desk and administrative support specialist to assist customers in person and by phone, process payments, and manage records. The role involves handling referrals, coordinating with community partners, and supporting staff in daily operations and special projects.

Requirements include a high school diploma with accounting coursework and considerable customer service experience, plus proficiency in Word and Excel.

Qualifications

• Requires considerable customer service experience in varied settings.
• Requires administrative support experience involving clerical and/or accounting duties.
• Knowledge of office terminology, procedures, equipment and bookkeeping methods.

Responsibilities

• Assist customers at front desk and via phone with information or services.
• Open and close lobby per procedures and manage multi-line phone system.
• Process payments, issue receipts, and handle monetary transactions per policy.
• Maintain and update computer records; process applications for benefits and services.
• Prepare and file documents; maintain file room; manage supplies and requisitions.
• Coordinate with Community Partners and local agencies; assist with referrals and processes.
• Support staff with training and guidance; assist with special projects and QA requests.

Skills

Customer service

Front desk

Clerical work

Accounting duties

Cash handling

Microsoft Word

Microsoft Excel

Education

High school diploma with accounting courses

Tools

Microsoft Word

Microsoft 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.