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Job Details:
Position Name : Customer Care Specialist – Customer Service Call Center
Location: 730 E Broad St, Richmond, VA 23219
Job ID : e7cebf596ef1e8ea
Description : ***This recruitment is part of the Department of Public Utilities In-Person Direct Hire Event, scheduled for February 9, 2022; 9:00am – 1:00pm
Main Street Train Station***
The City of Richmond Department of Public Utilities is seeking qualified candidates to fill multiple Customer Care Specialist positions. The selected candidates provide front line customer service in a call center environment. Candidates will be responsible for resolving, researching and addressing a multitude of citizen and customer issues with varying degrees of complexity.
This is a Remote Work Position. Selected candidates must be able to work remotely and live within 30 minutes of the City of Richmond limits.
Duties include but are not limited to
Answering incoming telephone calls regarding billing, new service and gas and water emergencies;
Entering customer information into a database;
Following department guidelines and processes;
Effective communication skills via telephone, written and face to face.
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.
This individual may be required to work nights, weekends, holidays or on-call, as needed.
Qualifications, Special Certifications and Licenses
KNOWLEDGE, SKILLS, AND ABILITIES:
Demonstrated knowledge in call center and customer service practices and requirements; standard office equipment; City services and who performs them; standard office protocols and procedures; and related City databases. Demonstrated skill in computer proficiency and data entry; telephone etiquette; oral communication and interpersonal communication skills; basic mathematics and writing skills; and skills in conducting research. Demonstrated ability to multi-task and manage time effectively; to be patient, listen attentively and manage high call volumes; handle fast paced and stressful situations; to diffuse inflamed situations and to show empathy and compassion.
MINIMUM TRAINING AND EXPERIENCE:
High School Diploma or GED;
Some college courses in a related field or applicable training courses are preferred;
Three years of experience in a call center environment;
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
PREFERRED TRAINING AND EXPERIENCE:
Three (3) years of experience in a Call Center;
At least one three (3) years of experience in a service based industry, i.e. cable, telephone, gas and water.
With over 4,000 employees, the City of Richmond is an “Employer of Choice” among cities throughout the nation. The City strives to hire and retain employees who bring dedication and talent to the workforce. Offering a competitive, cost effective, and quality benefits package is one element of an “Employer of Choice”.
The City offers a full range of benefit programs from initial hire through retirement. Please visit our Web site for details.
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