Customer Service Agent (CD)

Customer Service Agent

This is a clerical position. The incumbent receives and researches inquiries and / or payments related to County services. Depending on the position level and the department, Customer Service Agents perform tasks with a range of difficulty from routine to complex.

The Customer Service Agent position is part of Hanover County's Career Development Program (CD). The Customer Service Ladder has three (3) levels ranging from Customer Service Agent I to Senior Customer Service Agent. Incumbents report to a Customer Service Supervisor / Manager or an Office Supervisor. Senior Customer Service Agents may serve as workflow leaders to lower level Agents and / or clerical staff.

Duties may vary based on area of assignment :

Receives and processes inquiries and / or payments from the public.

Reconciles payments and prepares bank deposits, invoices, etc.

Researches and corrects payments histories and / or customer computer records.

Schedules appointments as needed.

Uses a computer to enter data, find information and / or adjust files.

Performs related work as assigned.

Additional Essential Functions - Treasurer's Office :

• Answer, research and resolve taxpayer questions / problems in person and over the telephone.
• Assist taxpayers with Treasurer's website for researching and making payments.
• Ability to demonstrate considerable tact and patience when dealing with the public.
• Department of Taxation, wage liens, court warrants and other litigation payments. Provide support as needed for research and valuation of collections files.
• Ability to research and correct rejected bank payments.
• Explains billing process to new citizens / customers.

Working Conditions :

A. Hazards : None Known

B. Environment : Office

C. Physical Effort : Minimal

D. Non-exempt

Knowledge, Skills and Abilities : Ability to interact positively with the public is required. Excellent oral and written communication skills. Computer literacy or skills preferably in Microsoft Office computer programs is desired. Basic knowledge of records maintenance and ability to maintain general office records. Ability to establish and maintain effective working relationships with County officials, employees and the general public.

Education, Experience and Training : High school or equivalent required with at least one (1) year customer service experience preferred OR Any equivalent combination of education, experience and / or training sufficient to demonstrate the knowledge, skills and abilities is acceptable. Higher levels on the Career Ladder require additional education, experience and training.

Special Conditions :

Criminal Records Check, including fingerprinting

Twelve-month probationary period

CPS (Child Protective Services) Check DSS, CSB, Community Resources and Court Services only

Mandatory Participant in the Citizen Emergency Response On-call Plan (DSS ONLY)