Customer Care Specialist

Work Hours Of Operation

Monday
- Thursday 8:00 am - 7:00 pm

Are you Richmond R.E.A.D.Y ? R espect. E quity. A ccountability. D iversity…
YOU !!!

This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:

• Virginia Retirement System (VRS)
• Language Incentive
• Referral Bonus
• T uition Assistance Program

The anticipated hiring range is $45,285 - $49,920. The City of Richmond’s Department of Citizen Service & Response is seeking highly qualified, experienced, and detail-oriented customer service professionals to fill the positions of Customer Care Specialist in the RVA
311 contact center. RVA
311 provides non-emergency customer service for City residents. The incumbents are responsible for providing empathetic customer service in a fast-paced call center environment.

Monday
- Thursday 8:00 am - 7:00 pm
Friday 8:00 am - 5:00 pm

• Assisting callers by phone in understanding their concerns, conducting research, discussing and resolving problems, providing information and explaining service delivery expectations along with responding to general concerns.
• Creating requests accurately on residents’ behalf to allow other agencies to respond to the residents’ requests
• Observing and complying with departmental policies and procedures, customer service quality standards, and quality guidelines; participating in ongoing training and cross-training opportunities; and staying abreast of changes in the operation, policies, and procedures of City departments that are supported by RVA
  311.
• Communicating via telephone and email with other City agencies regarding residents’ service needs
• Working on assigned special project teams within the City or Citizen Service and Response
• Performing other related duties as assigned
• City of Richmond Department of Citizen Service & Response employees who work in this position are considered essential personnel and may be required to work beyond scheduled hours, during agency closures, during inclement weather, and during declared emergencies.**

A combination of knowledge and experience in call center and customer service practices and requirements, standard office equipment, empathy and genuine concern for our residents, and professionalism in all interactions is required. Successful candidates will be trained to thoroughly understand and communicate City of Richmond services and who performs them, using standard office protocols and procedures, and related City and State systems.

The successful candidate will demonstrate computer proficiency, accurate data entry, telephone etiquette, verbal and interpersonal communication, basic math, and research and writing. Demonstrated ability to multi-task, exercise patience, manage time efficiently, problem solve, listen attentively, effectively manage fast-paced and stressful situations, and diffuse escalated situations is necessary.

• High School Diploma or GED
• One year of experience in a call center or customer service environment
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

• Previous local, state, or Federal government call center experience is a plus
• Bilingual skills are a plus

• None

The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations.
If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Veronica Kenner, by email at HR-ADA.

This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.

The City of Richmond Values Veterans. We are an official V3 Certified Company
.
The City of Richmond is a proud partner with the US Army Partnership for Your Success PaYS Program.