Receptionist/Call Center Agent

Receptionist/Call Center Agent

The City of Virginia Beach Department of Human Services is seeking to hire a Receptionist/Call Center Agent to work in the Fleet & Facilities Office. Customer Care unit. This candidate will greet and announce appointments, visitors, and clients at the receptionist station, prioritize and organize resource appointment calendars and duty sheets and provide information regarding activities at Human Services, location of other departments, offices and employees within the organization.

Duties:

• Direct visitors to correct area and answer incoming calls to the department.
• Follow all guidelines and policies pertaining to Front Desk security procedures, alert proper administration staff of any threatening or dangerous situation.
• Communicate with a variety of people to accomplish daily assignments on the telephone and in person; explain rules, policy and regulations.
• Apply knowledge of principles and processes for providing customer and personal services to public.
• Maintain and update resource information and telephone lists.
• Operate computer screening systems.
• Maintain a professional demeanor to resolve client or public complaints by directing to appropriate program areas.

Schedule: Monday Friday 8am-5pm

Preferences:

• Call center experience; Cisco/Webex preferred
• Microsoft Office Suite experience
• First point of customer contact/receptionist experience
• Experience assisting difficult customers/complain resolution
• State system experience, preferable VaCMS

The City offers a generous benefits package such as health, dental and life insurance, retirement, and savings plans. Other key benefits include:

• Maternity/paternity and parental leave
• Holidays and Paid Leave
• Tuition Reimbursement
• Employee Assistant Program
• Professional Development

Minimum Requirements:

Requires any combination of education (above the high school level) and/or experience equivalent to two (2) years in fields providing the required knowledge, skills, and abilities associated with such positions as clerk or office assistant. Special Requirements: All employees may be expected to work hours in excess of their normally scheduled hours in response to short-term department needs and/or City-wide emergencies.

Skills:

Computer Literacy, Customer Service, Detail-Oriented, Telephone Etiquette

Working Conditions:

Per HR Policy 6.19, Americans with Disabilities, the City follows the requirements of the Americans with Disabilities Act (ADA) in all hiring and employment decisions. The City shall not discriminate on the basis of disability in its hiring and employment practices. The City shall make reasonable accommodations for the known physical or mental limitations of a qualified applicant or employee with a disability upon request unless the accommodation would cause an undue hardship on the operation of the City's business.