Account Representative

Account Representative

The City of Norfolk's Department of Public Works is currently seeking an experienced Account Representative in the Towing and Recovery Division. The Account Representative will be responsible for assisting staff and providing customer service to the public. Work involves reviewing and processing information related to towed vehicles, directing tow-truck drivers to vehicle drop-off locations in the yard, operating digital cameras to photograph towed vehicles, processing various monetary transactions during vehicle pick-up with citizens, responding to inquiries from citizens regarding the status of their towed vehicles, and maintaining filing systems for payments, vouchers and payment verification.

Departmental Hiring Salary Range: $45,444.51

Essential functions include but are not limited to:

• Processes information regarding towed vehicles by receiving a dispatch, verifies, and enters data into the computer, and completes a vehicle log sheet.
• Takes a photo of all impounded vehicles.
• Dispatches calls to towing companies.
• Provides customer assistance by answering telephone calls, providing accurate data regarding the status of their vehicles, and updating vehicle information files.
• Interprets data per policies and regulations to generate appropriate financial or operational transactions.
• Performs financial duties by calculating fees and receiving cash, checks, or credit card payments.
• Performs clerical duties by maintaining files, typing and mailing correspondence, and filing and updating the database.

Work requires knowledge necessary to understand basic operational or technical office processes. Level of knowledge equivalent to four years of high school or equivalency. One year of inbound call center customer service experience.

Work Hours:

Sunday-Saturday 8am-4:30pm, 4pm-12:30am or 12:00am-8:30am, schedule rotation

40 hours per week.