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 Finance – Revenue Administration 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 Revenue Administration with a specific focus on excellence in customer service delivery. Work may include entering data into an assigned ticket tracking system; monitoring and reporting ticket metrics, liaising with partner agencies and the public, researching and correcting account errors; 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; training existing and new staff, and performing basic clerical functions such as filing, correspondence, mail sorting, etc.

This position is considered an Essential Personnel, which means that the incumbent is required to work when the City is closed due to public emergencies, critical or hazardous conditions or inclement weather.

Duties include but are not limited to

Duties include, but not limited to:

Establishing and interpreting policies and procedures
Tracking/Managing customer support tickets
Managing customer flow; preparing monthly reports; conducting training sessions; reviewing the monthly 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.
As assigned, incumbents supervise paraprofessional and support staff including conducting performance evaluations, coordinating training, and implementing hiring, discipline, and termination procedures.
Plans and manages operations, and develops policies and procedures.
Assisting in improving customer care quality, resolves conflicts, and enforces performance metrics and quality assurance standards.
Providing advanced levels of customer service, handling escalated complaints and complex account research
Managing customer flow/assisting with customer traffic, and investigating and resolving issues/complaints via telephone and in-person.

Qualifications, Special Certifications and Licenses

Knowledge (some combination of the following):

Electronic databases and related software applications
Governmental accounting concepts
Knowledgeable of VA State Code and Richmond Ordinances as they pertain to municipal taxes
Thorough knowledge of computer programs such as Microsoft Office Suite and Adobe Acrobat

Skills (some combination of the following):

Analyzing and aggregating data
Analyzing and interpreting manuals and operating procedures
Assisting with special projects and programs
Communicating with various internal and external departments effectively
Communicating results of analyses and recommendations professionally and effectively with senior management and peers
Conducting basic analyses
Developing manuals and operating procedures as necessary
Developing recommendations and reports
Gathering and compiling data
Maintaining records, data, and other information in department of focus
Performing various administrative duties such as answering phones, ordering supplies, etc.
Proofreading and editing
Preparing and submitting documents related to focus areas
Working in a team environment
Customer service
Excellent oral and written communication

Abilities (some combination of the following):

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 as it relates to local government real estate related taxes
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:

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

LICENSING, CERTIFICATIONS, and OTHER SPECIAL REQUIREMENTS:

None required

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, kneel, crouch, walk and reach extending hands and arms in any direction. 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.

* Internal use: HR Generalist to review.

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.