Citizen Service Ambassador

Citizen Services Ambassador – City Hall Information Desk

The City of Norfolk Office of Citizen Services is seeking to hire a Citizen Services Ambassador for the City Hall Information Desk.

The Citizen Service Ambassador will be responsible for day‑to‑day functions of providing directions, building facilities information, and offering hospitality and citizen assistance at the City Hall building.

The mission of the Office of Citizen Services is to enhance the quality of life for all residents by delivering accessible, responsive, and inclusive public services with integrity, compassion, and innovation. We are committed to fostering trust, promoting civic engagement, and ensuring that every voice is heard and valued in our community.

• Assure residents and businesses are personally greeted immediately upon entry into the City Hall Building.
• Assess purpose of residents and/or businesses visit and schedule customer for appropriate service.
• Access Control:
  Greeting guests, checking /credentials, issuing temporary badges, and managing visitor logs.
• Assist customers by providing appropriate forms to complete as needed.
• Work includes assimilating information from a variety of sources to provide requested data daily.
• Provide and obtain a variety of information utilizing knowledge of programs and procedures.
• Follow division protocols and scripts to provide timely information on City services, policies, and practices in a courteous and effective manner; use applicable computer and customer interactive applications and other job‑related office equipment; meet quality standards for service.
• Perform administrative support work such as entering, updating, and editing customer service requests; determine appropriate processes to be used; maintain clear and organized handwritten and/or electronic records.
• Keep current regarding the functions and operating procedures of City departments and agencies; maintain knowledge of the City’s website, and geography of the city and surrounding areas.
• Perform related work as required.

Work requires knowledge necessary to understand basic operational, technical, or office processes. Level of knowledge equivalent to four years of high school or equivalency.

• Capability of communicating positively with residents and businesses to establish their needs efficiently and courteously.
• Ability to work in a busy environment.
• Computer literacy.
• Ability to control a busy environment.
• Effective oral communication skills.

Valid Driver’s license required.

Work requires ability to read memoranda, letters, and general correspondence, perform general math calculations, write emails and correspondence, and exercise independent thinking within the limits of policies, standards and precedents.

Provides assistance to patrons by fielding in‑person inquiries, greeting visitors, giving directions, and resolving problems.

Regular full‑time and permanent part‑time employees may receive paid holidays, vacation and sick leave, employer‑paid pension plan, basic life insurance, voluntary participation in medical and dental, Section 457 deferred compensation, long‑term disability, optional life insurance for self, spouse and children, medical and dependent care reimbursement plans, access to membership in credit union and employer‑provided parking.

Special project/grant employees generally eligible for the same benefits of regular full‑time employees; however, retirement, life insurance and participation in health plans vary depending on funding and authorization.

Temporary/seasonal and part‑time employees generally only eligible for employer‑provided parking and access to membership in credit union.

If hired October 5, 2010 or after to a position with City of Norfolk Retirement System benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. If hired January 1, 2022 or after to a position with Virginia Retirement System (VRS) benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit.

This will be a pre‑tax payroll deduction.