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