Are you Richmond R.E.A.D.Y? Respect. Equity. Accountability. Diversity…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
Tuition Assistance Program

Description

The City of Richmond Department of General Services is seeking highly qualified candidates to fill the position of Customer Service Supervisor. The incumbent will supervise employees' front -line customer service activities, parking management services, resolve conflicts with customers and provide citizen assistance, and revenue processing. Incumbents provide supervision to customer service personnel, handle escalated complaints from citizens, and provide complex account research. Work may include establishing and interpreting policies and procedures; managing customer flow; preparing monthly reports; conducting training sessions; approving payment reversals; processing or overseeing daily deposits; performing payment research for customers; assisting with customer traffic; auditing and validating daily receipts; researching errors; and opening/closing the office.

Duties include but are not limited to

Planning, managing and evaluating routine and special customer service operations for the Parking and Shared Mobility Division;
Developing policies and procedures for assigned customer service personnel;
Hiring, training and evaluating personnel in investigating and resolving customer service queries and complaints;
Preparing, reviewing and analyzing fiscal, budget, and operational reports regarding services and operations of the department to other staff and managers;
Maintaining accurate City records and documents for the Parking and Shared Mobility Division;
Authorizing the purchase of and coordination of maintenance of equipment;
Resolving conflicts with customers escalated from staff member;
Other related duties as assigned.

**City of Richmond Public Works employees who work in this class are considered essential personnel and will be required to work during declared emergencies and major weather events.**

Qualifications, Special Certifications and Licenses

MINIMUM TRAINING AND EXPERIENCE:

Associate's degree in business, accounting, or a related field;
Three years of paraprofessional customer service experience, including handling escalated complaints, researching account errors, and processing payments and account adjustments;
Supervisory experience is preferred;
An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification.

PREFERRED TRAINING AND EXPERIENCE:

Three (3) years of customer service;
One (1) year of lead or supervisory experience;
One (1) year of Microsoft Office Suite experience is preferred;
Experience in working in Parking Operations;
Experience working with Clancy Systems;
Bachelor's degree in business, accounting or related field.

LICENSING, CERTIFICATIONS, and OTHER SPECIAL REQUIREMENTS:

None required

KNOWLEDGE, SKILLS, AND ABILITIES:

TYPICAL KNOWLEDGE, SKILLS, AND ABILITIES: These are a representative sample; position assignments may vary.

Knowledge (some combination of the following):

Best practices in call centers;
Customer service policies and procedures;
Account reconciliation;
Research and auditing practices as related to customer service activities;
Correct money handling processes;
Banking/financial and credit transactions, including pulling credit card reports;
Correct tools to recognize counterfeit money;
Cash management practices and procedures;
Standard office equipment;
City's services or products and who performs them;
Related City databases.

Skills (some combination of the following):

Computer proficiency and technology skills including Microsoft Office Suite, Oracle based systems, CIS system, etc.;
Oral, written, and interpersonal communication;
Negotiation;
Conflict resolution;
Researching and evaluating;
Customer service;
People management;
Leadership and team building.

Abilities (some combination of the following):

Multi-task;
Listen attentively;
Problem solve;
Manage time effectively;
Maintain the integrity of time sensitive processes and documentation;
Write, speak, plan, and organize effectively;
Supervise, motivate, and develop staff;
Listen and understand comments/concerns;
Make sound decisions;
Research and analyze data to resolve customer issues or concerns.

Americans with Disabilities Act Requirements

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.

ENVIRONMENTAL HAZARDS: Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.

PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT: Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraint. While performing the essential duties of this job, the employee is regularly required to talk, see, hear, finger (pick, pinch, type or otherwise work primarily with fingers), and use substantial repetitive motions of the wrists, hands, and fingers. The employee is occasionally required to stoop, stand, reach extending hands and arms in any direction, walk, lift, feel, and grasp. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary, exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects.

Equal Employment Opportunity Statement

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 Jessica McKenzie, Human Resources Manager by email at Jessica.McKenzie@RVA.GOV.

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.