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Customer Care Specialist
The City of Richmond - Citizen Service & Response
Richmond, VA
Full time$45000 / year
GovernmentSocial ServicesCustomer Service311
Posted 471 day(s) ago


The City of Richmond’s Department of Citizen Service & Response is actively seeking highly qualified, experienced, and detail-oriented customer service professionals to fill the positions of Customer Care Specialist in the RVA311 contact center. RVA311 provides non-emergency customer service for City residents. 


The incumbents are responsible for providing empathetic customer service in a fast-paced call center environment.


Key Responsibilities:

  • Assisting callers by phone in understanding their concerns.
  • Conducting research, discussing and resolving problems.
  • Providing information and explaining service delivery expectations.
  • 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.
  • Staying abreast of changes in the operation, policies, and procedures of City departments supported by RVA311.
  • 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.

Essential Requirements:

  • City of Richmond Department of Citizen Service & Response employees in this position are considered essential personnel.
  • May be required to work beyond scheduled hours, during agency closures, inclement weather, and declared emergencies.

Qualifications, Special Certifications, and Licenses:

  • 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.

Preferred Qualifications:

  • Previous local, state, or Federal government call center experience is a plus.
  • Bilingual skills are a plus.
Learn more at:https://www.rva.gov

How to Apply