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Customer Service Supervisor
The City of Richmond - Finance
Richmond, VA
Full time$65000 / year
GovernmentCustomer ServiceBusinessAccounting
Posted 464 day(s) ago


The City of Richmond Department of Finance – Real Estate and Tax Relief Division is seeking a qualified candidate for the position of Customer Service Supervisor. The selected incumbent will supervise employees and activities related to City of Richmond real estate tax accounts.


Key Responsibilities:

  • Supervise employees and activities related to real estate tax accounts
  • Enter data into an assigned system
  • Research and correct account errors
  • Generate and read reports
  • Administer the Tax Relief program
  • Process account adjustments and refunds
  • Respond to inquiries via phone, email, and in-person
  • Reconcile funds received
  • Perform basic clerical functions

Duties include but are not limited to:

  • Establishing and interpreting policies and procedures
  • Managing customer flow and preparing monthly reports
  • Conducting training sessions and reviewing business-related reporting and filings
  • Processing or overseeing daily account research provided to citizens, internal and external customers
  • Assisting with customer traffic and researching errors
  • Supervising paraprofessional and support staff, including performance evaluations and coordination of training
  • Planning and managing operations, developing policies and procedures
  • Improving customer care quality, resolving conflicts, and enforcing performance metrics and quality assurance standards
  • Handling escalated complaints and complex account research
  • Assisting in the administration of the Tax Relief for the Elderly and Persons with Disabilities program

Qualifications:


Knowledge:

  • Electronic databases and related software applications
  • Governmental accounting concepts
  • Knowledgeable of VA State Code and Richmond Ordinances related to Business Related Taxes
  • Thorough knowledge of computer programs such as Microsoft Office Suite and Adobe Acrobat

Skills:

  • Analyzing and aggregating data
  • Analyzing and interpreting manuals and operating procedures
  • Assisting with special projects and programs
  • Communicating effectively with various internal and external departments
  • Developing manuals and operating procedures
  • Gathering and compiling data
  • Performing various administrative duties
  • Proofreading and editing
  • Working in a team environment
  • Customer service
  • Excellent oral and written communication

Abilities:

  • Multi-task
  • Organize, plan, prioritize
  • Problem solve
  • Manage time effectively

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 related to local government real estate taxes
  • Supervisory experience is preferred
  • An equivalent combination of training and experience may be considered

Preferred Training and Experience:

  • At least two (2) years of customer service experience in a local government environment
  • At least two (2) years of experience utilizing an ERP system
  • Intermediate Proficiency in MS Word and Excel
Learn more at:https://www.rva.gov

How to Apply