The Department of Finance – Real Estate Division is currently hiring for the position of Customer Service Specialist. This role involves providing front-line customer service, citizen assistance, and revenue processing related to City services and functions. The incumbent will handle both basic and escalated inquiries, research and adjust account information, and perform various tasks such as data entry, error correction, report generation, bill creation, account adjustments, and more.

Essential Responsibilities:

• Advanced-level customer service
• Handling basic and escalated inquiries
• Researching and adjusting account information
• Data entry into an assigned system
• Researching and correcting account errors and system bugs
• Generating and reading reports
• Creating bills
• Processing account adjustments
• Calculating and processing refunds
• Responding to phone calls, emails, and in-person inquiries
• Reconciling funds received
• Performing basic clerical functions (filing, correspondence, mail sorting, etc.)

Qualifications:

Knowledge, Skills, and Abilities:

• Considerable knowledge of basic math, accounting, business, and financial policies
• Familiarity with state code and local ordinances related to real estate tax collection
• Proficiency in Microsoft Office Suite
• Skills in oral and written communication, customer service, research, and data entry
• Ability to analyze information, pay attention to detail, think critically, and follow established procedures

Minimum Training and Experience:

• High School Diploma or GED
• Four years of customer service and payment processing experience
• An equivalent combination of training and experience may be considered

Preferred Training and Experience:

• A two-year degree from an accredited institution
• At least two (2) years of customer service experience in a Real Estate environment
• At least four (4) years working experience in a Federal, State, or local municipality
• At least two (2) years of experience using a revenue-based administration system
• Intermediate Proficiency in MS Word and Excel
• Bilingual is a plus

Licensing, Certifications, and Other Special Requirements:

• None required

Working Conditions:

• May include exposure to travel to other locations within the City of Richmond and outside
• Exposure to hazardous physical conditions and environmental hazards
• Working under time constraints and frequent interruptions