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.