Customer Service Representative II

Roanoke County   Roanoke, VA   Full-time     Call Center / Customer Service
Posted on September 23, 2022
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GENERAL DESCRIPTION

Performs work of moderate difficulty in assisting internal and external customers with requests for information or services. Performs administrative work that may include data entry, recordkeeping, staffing the front desk and answering a multi-line telephone. Assists clients seeking referrals to community resources. Handles cases transferring in and out of the department. Work is performed under general supervision, often using independent judgment to resolve situations. Performs related work and other duties as assigned.

ESSENTIAL JOB FUNCTIONS

  • Works directly with the public in person at the front desk and on the phone, demonstrating good communication skills in a warm and friendly manner.
  • Opens and closes the lobby in accordance with agency procedures.
  • Answers calls to the department's main telephone number utilizing a multi-line telephone.
  • Provides information to customers regarding departmental programs, policies and/or procedures.
  • Handles inquiries from internal and external customers.
  • Prepares, updates and maintains computer records.
  • Receives payments from customers and writes receipts; handles cash and all payments in accordance with departmental policy.
  • Assists customers with applications for benefits and/or services.
  • Retrieves, logs and distributes mail, faxes and documents left at the front desk.
  • Retrieves files for staff and maintains the file room; assembles and maintains a supply of eligibility files and dividers for service files; makes file labels as requested by staff.
  • Purges agency records according to State guidelines.
  • Requisitions and receives supplies for the department; reviews invoices, ensures accuracy of data and forwards for payment.
  • Prioritizes work so that completion is compliant with local and State timelines. Handles cases transferred in to our locality as well as cases transferred out to other Virginia localities.
  • Screens customers for possible referral to other agencies for financial assistance
  • Gathers information from the customer, determines eligibility for referral and communicates with other agencies to make the referral.
  • Routes online applications as an agency default worker for the VaCMS system.
  • Runs inquiries for Benefit Program Specialists and assigns cases transferred to our locality.
  • Schedules appointments for customers.
  • Serves as primary point of contact for Quality Assurance requests from VOSS and coordinates response to QA requests.

REQUIREMENTS/PREFERENCES

Education
Required: High school diploma or equivalent supplemented by courses or training in accounting or bookkeeping. 

Experience
Required:  Considerable customer service experience required (could be in a variety of settings) and administrative support experience involving clerical and/or accounting duties.
 
Knowledge, Skills and Abilities 

  • Good knowledge of office terminology, procedures, equipment technology.
  • Knowledge of clerical methods used in bookkeeping and routine accounting
  • Ability to work with public in person and by phone
  • Ability to advise on and interpret County policies in researching and resolving customer inquiries, requests and complaints
  • Ability to maintain fiscal records and accounts involving mathematical computations
  • Ability to follow oral and written direction and work procedures
  • Skill in the operation of a personal computer and use of Microsoft Word and Excel
Additional Requirements 
Subject to a complete criminal history background search with acceptable results. Must also be able to perform the job as described in the Physical and Environmental Demands section of this job description.
 
Supervisory Responsibilities 
None

OTHER INFORMATION

Part-time employees are not eligible for employee benefits.

Full-time employees are eligible for a comprehensive benefit package that includes:

  • Progressive Flexible Leave Plan with cash-in option
  • Twelve paid holidays
  • Short Term Disability Insurance 
  • Long Term Disability Insurance
  • Health, Vision and Dental Insurance
  • Life Insurance
  • Flexible Spending Accounts - Medical and Dependent Care
  • Virginia Retirement System - Membership in VRS is automatic upon hire into a covered position. County contributes and employees pay their membership contribution.
  • Tuition Reimbursement
  • Employee Assistance Program
  • Credit Union Membership
  • Deferred Compensation Plan with County Match