Customer Service Specialist - Business Tax Customer Service Specialist

Business Customer Service Specialist

The Business Customer Service Specialist provides advanced-level, front-line customer service and citizen assistance related to Richmond City's business tax programs, including Business Personal Property, Business License (BPOL), and local excise taxes such as Admissions, Transient Occupancy, and Meals. The position handles high-volume in-person, phone, and electronic inquiries; resolves general and escalated taxpayer issues; researches and adjusts account information; processes account updates;

and manages customer service tickets through closure. Work includes interpreting and explaining complex tax codes and policies, processing billing and account adjustments, documenting all actions, and ensuring compliance with City policies and procedures. The role may assist supervisors with training other employees and serving as a lead worker when assigned.

This position is considered an Essential Personnel, which means that the incumbent is required to work when the City is closed due to public emergencies, critical or hazardous conditions or inclement weather.

Customer Service & Citizen Assistance
• Respond to in-person, phone, and electronic inquiries related to business taxes, billing, and account status.
• Provide clear, professional explanations of complex tax codes, policies, and procedures to taxpayers and business owners.
• Manage customer service tickets from initiation through resolution, ensuring timely and accurate follow-up.
• Resolve general and escalated taxpayer issues across all business tax types.
• Address customer complaints and questions, documenting outcomes and providing appropriate next steps.
• Assist customers with completing required forms, applications, and documentation.

Account Research, Maintenance, & Adjustments
• Research and correct account errors, discrepancies, and system-identified issues.
• Review, analyze, and adjust accounts related to Business Personal Property, BPOL, and excise tax filings.
• Process account changes, including updates to taxpayer information and business status.
• Calculate and process refunds, credits, and adjustments in accordance with City policies.
• Identify and escalate complex cases requiring supervisor or specialist review.

Communication, Documentation, & Correspondence
• Prepare written correspondence including notices, requests for information, and follow-up communications.
• Document all customer interactions, research findings, and account actions in the City's systems.
• Maintain organized records and perform clerical tasks such as filing, mail sorting, and document management.
• Ensure communication is consistent, professional, and aligned with departmental expectations.

Collaboration, Training, & Lead Worker Support
• Assist supervisors with training new employees on tax processes, systems, and customer service protocols.
• Serve as a lead worker when assigned, providing guidance and support to team members.
• Collaborate with other divisions to resolve cross-departmental issues affecting taxpayer accounts.
• Support continuous improvement by identifying process gaps, system issues, or recurring taxpayer challenges.

Knowledge, Skills, and Abilities:

Knowledge (some combination of the following):

• Best practices related to customer service policies and procedures
• Real estate/tax relief
• Municipal governments
• CIS billing system
• City of Richmond Assessors File
• Familiarity using standard office equipment

Skills (some combination of the following):

• Proficiency at Microsoft Office Suite
• Data entry
• Diplomacy
• Problem-solving
• Account management
• Oral and written communication
• Interpersonal communication
• Basic mathematics
• Customer service
• Researching
• Interacting with potentially irate or irrational customers

Abilities (some combination of the following):

• Multi-task
• Listen attentively
• Analyze information
• Work with diverse populations
• Work in a fast paced environment
• Analyze data to resolve customer issues or concerns

Minimum Training and Experience:

• High School Diploma or GED
• Three years of customer service, reconciliation and adjustment experience
• A…