Customer Care Specialist - Solution Support Center

The City of Richmond Department of Social Services is seeking a qualified individual for the position of Customer Care Specialist to work in our Solution Support Center to provide technical and customer service support in resolving resident program and service call inquiries in collaboration with the City of Richmond RVA One (311) call center. The employee performs a variety of routine technical, administrative and customer service support functions related to the accessing systems to provide information to residents specific to the determination of eligibility of individuals and families for financial assistance, medical assistance, childcare, VIEW, as well as SNAP or other programs involving financial eligibility and benefit status, in addition to any Child and Adult services inquiries.

• Manage and resolve DSS specific resident and provider inquiries by telephone and email;
• Research case status using VACMs providing timely feedback to customers;
• Assess customer need and route calls to appropriate staff and resources to ensure timely response and resolution;
• Key information into agency's computer/automated systems and pulls reports as needed and as directed;
• Create resident inquiry tickets in Harmony and update case status daily;
• Maintains records, prepares reports and performs other necessary duties as required;
• Performs routine office tasks such as answering telephones, copying/scanning, preparing correspondence, mail processing and filing;
• Assists customers with inquiries specific to application status, required documentation, navigating Common Help, benefits and DSS programs and service eligibility;
• Ability to gather report facts; ability to read, understand interpret complex public assistance and policies/regulations.
• Interpreting and implementing Federal/State benefit programs regulations/guidelines;
• Referring customers to resources and services as needed
• Respond to and manage complaints or escalations from internal and external customers;
• Performing other related duties as required.

City of Richmond Department of Social Services employees may be required to work during inclement weather and during declared emergencies.

Considerable knowledge in Call center and customer service practices and requirements, standard equipment, standard office protocols and procedures and related City databases.

Demonstrated skills in computer proficiency, date entry, telephone etiquette, oral communication and interpersonal communication, and researching.

Demonstrated ability to multi-task, be patient, manage time effectively, problem solve, listen attentively, handle fast-paced and stressful situations, manage high call volumes, show empathy and diffuse inflamed situations.

• High School Diploma or GED
• Some college courses in a related field or applicable training courses are preferred
• One year of experience in a call center or customer service environment
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

• A minimum of two (2) years’ experience working in human services or related environment.
• Bilingual experience is a plus.
• Microsoft Office experience is preferred.
• Customer Service experience is a plus.
• Knowledge of Social Services benefit and service programs is preferred.

• None required