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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 Public Utilities - Customer Service Division is seeking qualified candidates for two Customer Service Supervisor positions. This class will provide leadership and supervision to call center and billing operations personnel. Work may include establishing and interpretation of policies and procedures; managing customer flow; preparing monthly reports; conduct training sessions; The incumbent resolves customer complaints and billing queries, processes changes to accounts and assists customers with other issues.

Duties include but are not limited to

Providing routine and advanced-level customer service, handling opening and closing operations; basic and escalated inquiries by team members and the Leadership Team; assists customers, departments and employees by providing information, handling requests, and researching and responding to inquiries over the telephone, email, and in-person;
Monitoring and evaluating employee performance; Developing and executing coaching plans based on employee's needs and as directed by the Call Center Manager.
Providing initial and ongoing training and coaching to staff;
Performing data entry; preparing reports, spreadsheets, and other documentation; performing other clerical and administrative duties, as required;
Processing and making adjustments to customer accounts; performing billing and account reconciliation as needed;
Additional tasks as assigned by management.

Incumbent serves as an essential employee, 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.

This position is subject to work overtime, nights and weekends.

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.
An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification.

PREFERRED QUALIFICATIONS:

Minimum of two (2) years of supervisory experience;
Minimum of two (2) years of experience working in a call center environment.
Two (2) years of experience handling Customer escalations

LICENSING, CERTIFICATIONS, and OTHER SPECIAL REQUIREMENTS:

None required

KNOWLEDGE, SKILLS, AND ABILITIES:

Considerable knowledge on best practices in a call center environment; customer service policies and procedures; account reconciliation; research and auditing practices as related to customer service activities. Skill in oral, written, and interpersonal communication; conflict resolution; researching and evaluating and people management. Ability to multi-task; listen attentively; problem solve; supervise, motivate, and develop staff; listen and understand comments/concerns; make sound decisions; and 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.