Customer Service Technician

The City of Richmond Department of General Services is seeking highly qualified candidates to fill the position of Customer Service Technician with the Parking & Mobility Divisi on . This position is responsible for providing front-line customer service, citizen assistance, and citation processing functions related to parking citation management. As assigned, work will include answering phones; responding to emails or other written messages; researching customer citation questions and account inquiries; collecting and processing assigned payments; and performing basic clerical functions.

• Completing daily, weekly and monthly payment reconciliations;
• Responding to customer billing and service inquiries and researching as needed to resolve issues;
• Tracking customer complaints using the City tracking system;
• Performing and processing necessary adjustments to customer accounts and the department's computer system for each assigned customer area;
• Processing adjudication of citations through the administrative review program or through the court system;
• Entering manual citations into the Citys Citation Management System;
• Corresponding with customers via telephone and mail to verify accuracy of service resolutions implemented;
• Preparing, maintaining and submitting account logs and apprising supervisor of work and account services completed including issues and complaints;
• Performing data entry into department computer system for account corrections, changes and resolutions;
• Performing data entry of special or routine information into department computer database;
• Performing research and special projects as directed by supervisor;
• Assisting customers with forms and applications for completion, answering customer questions and referring customers to the appropriate parties;
• Performing DMV Holds;
• Processing immobilization violations;
• Designing signage in accordance with the Manual on Uniform Traffic Control Devices (MUTCD);
• Performing other related duties as assigned.

This position is considered 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.

This individual may be required to work nights, weekends, holidays or on-call, as needed.

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
• Cash handling 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

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.