The Department of Finance, Cash Operations Division, is actively seeking a Customer Service Technician. This position entails handling various financial transactions such as processing cash, checks, and credit card collections, alongside delivering top-notch customer service for taxpayer inquiries. 

Key responsibilities include:

• Responding promptly to customer requests, inquiries, and problems both in person and over the telephone.
• Assisting in resolving customer issues and providing guidance.
• Handling billing inquiries and offering support to customers in person or via telephone.
• Receiving, reconciling, and verifying cash, checks, and charge receipts.
• Reviewing and rectifying business licenses and personal property tax information.
• Addressing questions related to rates, business licenses, decals, personal property taxes, service charges, fees, and credit policies.
• Reviewing requests, issuing permits, certificates, and drafts to customers, and making necessary changes to existing documents.
• Managing customer data records by updating, maintaining, archiving, and removing obsolete records within the department's computer system as directed.
• Monitoring delinquent customer accounts and taking appropriate action.
• Screening and registering clients while monitoring caseload activity on a monthly basis.
• Forwarding customer feedback to supervisors.
• If assigned to Customer Care Call Center in Finance/Assessor's, responding to incoming telephone calls.
• Generating routine and recurring reports.
• Ensuring compliance of customer permits, licenses, and records with City and State laws.
• Performing routine office tasks, including preparing correspondence, data entry, mail processing, and filing.

Qualifications, Special Certifications, and Licenses:

Knowledge, Skills, and Abilities:

• Proficiency in standard office equipment, protocols, procedures, basic clerical duties, and cash handling procedures.
• Strong skills in data entry, MS Office, problem-solving, basic mathematics, and customer service.
• Ability to multitask, remain composed in stressful situations, and defuse tense situations.

Minimum Training and Experience:

• High School Diploma or GED.
• Two years of customer service experience, including payment collection, researching billing information, or providing direct customer service.
• An equivalent combination of training and experience (as approved by the department) may fulfill the minimum qualifications.

Preferred Training and Experience:

• Attention to detail.
• Direct Customer Service experience.
• Cash handling/Cash Reconciliation experience.
• Bilingual proficiency is advantageous.
• Experience with Microsoft Office Suite.

Licensing, Certifications, and/or Other Special Requirements:

• None required.

The City of Richmond is committed to providing equal employment opportunities to all employees and applicants for employment. Discrimination and harassment of any type based on 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 are prohibited. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation, and training.