Clerk

Clerk (49077)

The City of Virginia Beach Human Services Department is seeking a dependable and customer-focused Clerk to support front desk operations and the customer care communications center. This role serves as a key point of contact for the public, ensuring visitors and callers receive accurate information and efficient service.

Key Responsibilities

• Serve at the front desk or in the communications center, directing visitors and answering incoming calls
• Follow all front desk security procedures, policies, and guidelines
• File, sort, and distribute mail and packages
• Provide information regarding Human Services departments, locations, and hours of operation
• Delivering excellent customer service to the public using established service principles
• Communicate effectively with a diverse population both in person and over the phone
• Maintain professionalism when handling irate or difficult customers
• Respond to inquiries from staff and the public in person and by telephone
• Explain rules, policies, and regulations clearly
• Operate computer-based screening and communication systems
• Route calls and resolve complaints by directing them to appropriate program areas
• Follow established city telephone standards
• Maintain and update resource materials and telephone lists
• Report any threatening or unsafe situations to appropriate administrative staff
• Liaise between clients, staff, and professionals; interpret and respond clearly to verbal requests and instructions

Qualifications

• Strong interpersonal and customer service skills
• Excellent verbal communication and phone etiquette
• Ability to remain calm and professional in high-pressure situations
• Basic computer skills and ability to learn internal systems
• Strong organizational and multitasking abilities
• Prior experience in customer service, administrative support, or clerical work preferred

Work Environment

• Office setting within a public-facing government department
• Frequent interaction with the public, including potentially sensitive situations