This classification provides front-line customer service, citizen assistance, and revenue processing related to City services and functions. Incumbents provide advanced-level customer service, handling both basic and escalated inquiries, as well as researching and adjusting account information. Work may include entering data into an assigned system; researching and correcting account errors and system bugs; 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; and performing basic clerical functions such as filing, correspondence, mail sorting, etc. As assigned, incumbents may serve as lead workers, assigning work and monitoring work completion. Incumbents may also assist with supervising paraprofessional and support-level staff, including coordinating and developing training.

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.

Supervision Exercised/Received: This classification typically does not supervise other employees but may serve as a lead worker; Received: This classification typically reports to a supervisor or manager; Note: Other reporting relationships may apply.

Duties include but are not limited to:

The Department of Finance, Real Estate & Tax Relief for the Elderly and Disabled Unit is seeking a self-starter to fill the position of Management Analyst, Associate.

Assisting customers and others in completing permits and applications for the assigned area of responsibility; maintaining records and files of said documents according to departmental policy and procedure.
Investigating and resolving unique and/or complex customer service issues.
Responding to customer billing and service inquiries and researching as necessary to resolve issues.
Performing and processing necessary adjustments to customer accounts and/or departmental computer system for each assigned customer.
Corresponding with customers via telephone and mail to verify accuracy of service resolution.
Preparing, maintaining, and submitting account logs and/or reports to the supervisor of work/accounts services completed.
Performing data entry into the departmental system of account corrections, changes, and/or resolved issues.
Performing research and special projects as directed by the supervisor.
Assisting customers with forms completion; answering customer questions; referring customers to appropriate parties.

KNOWLEDGE, SKILLS, AND ABILITIES:

Knowledge (some combination of the following):

Real estate concepts and practices.
Electronic databases and related software applications.
Governmental accounting concepts.
Knowledgeable of VA State Code and Richmond Ordinances as they pertain to real property 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 the department of focus.
Performing various administrative duties such as answering phones, ordering supplies, etc.
Proofreading and editing.
Preparing and submitting documents related to the focus area.
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.

LICENSING, CERTIFICATIONS, and OTHER SPECIAL REQUIREMENTS: Some assignments may require a valid Driver’s License with a satisfactory driving record and a valid Commonwealth of Virginia Driver’s License within 30 days of hire.

MINIMUM TRAINING AND EXPERIENCE:

Bachelor’s degree in business/public administration or a field related to the assignment.
Two years of paraprofessional experience in the area related to the assignment, such as assisting with program or project administration and management analysis.
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:

A two-year degree from an accredited institution.
At least two (2) years of customer service experience in a Real Estate environment.
At least two (2) years of experience utilizing an ERP system.
Intermediate Proficiency in MS Word and Excel.
Bilingual is a plus.

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. The essential duties of this classification may require the ability to regularly talk, hear, and see; frequently reach and perform repetitive motions; and occasionally stoop, kneel, crouch, stand, walk, push, pull, lift, finger, grasp, and feel. The working conditions may not include environmental hazards. 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.