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