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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 Works is seeking highly qualified candidates to fill the position of Customer Service Technician with the Right of Way Management Division. This position is responsible for providing front-line customer service, contractor, consultant and citizen assistance, and permit application processing functions related to work-in-street permits and encroachment authorizations.  As assigned, work will include answering phones; responding to emails or other written messages; researching questions and account inquiries; permit application completeness review, permit application data entry; collecting and processing assigned payments; and performing basic clerical functions.

 

Duties include but are not limited to

 

• Responding to customer application, billing and service inquiries and researching as needed to resolve issues;
• Tracking permit application using the City software system;
• Updating and processing necessary application forms within the department's computer system for each customer;
• Corresponding with customers via telephone and email to verify accuracy of permit application information and requesting submittal of any missing/incomplete information;
• Preparing, maintaining and submitting reports and apprising supervisor of work and permits completed including issues and complaints;
• Performing permit data entry into department computer system for account corrections, changes and resolutions;
• Performing permit data entry of special or routine information into department computer database;
• Performing research and special projects as directed by supervisor;
• Assisting customers with permit forms and applications for completion, answering customer questions and referring customers to the appropriate parties;
• Performing other related duties as assigned.

 

Qualifications, Special Certifications and Licenses

 

MINIMUM TRAINING AND EXPERIENCE:

• High School Diploma or GED
• Two years of customer service experience such as collecting and processing payments, researching billing information, or providing direct customer service
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

 

LICENSING, CERTIFICATIONS, and/or OTHER SPECIAL REQUIREMENTS:

• None required.

 

KNOWLEDGE, SKILLS, AND ABILITIES:
TYPICAL KNOWLEDGE, SKILLS, AND ABILITIES: These are a representative sample; position assignments may vary.

Knowledge (some combination of the following):

• Standard office equipment
• Standard office protocols and procedures
• Customer service protocols and procedures
• Basic clerical duties
• Permit processing procedures

 

Skills (some combination of the following):

• Computer proficiency including Microsoft Office Suite
• Data entry
• Telephone etiquette
• Effective oral/written and interpersonal communication
• Basic mathematics
• Problem-solving
• Customer service
• Researching

 

Abilities (some combination of the following):

• Multi-task
• Problem-solve
• Remain calm in stressful situations
• Show empathy and compassion
• Defuse inflamed situations

 

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.

 

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