Clerk (49077)

Clerk (49077)

The City of Virginia Beach Human Services Department is seeking a dependable and customer-focused Clerk to support front desk operations and the customer care communications center. This role serves as a key point of contact for the public, ensuring visitors and callers receive accurate information and efficient service.

Key responsibilities include serving at the front desk or in the communications center, directing visitors and answering incoming calls; following all front desk security procedures, policies, and guidelines; filing, sorting, and distributing mail and packages; providing information regarding Human Services departments, locations, and hours of operation; delivering excellent customer service to the public using established service principles; communicating effectively with a diverse population both in person and over the phone; maintaining professionalism when handling irate or difficult customers; responding to inquiries from staff and the public in person and by telephone; explaining rules, policies, and regulations clearly; operating computer-based screening and communication systems; routing calls and resolving complaints by directing them to appropriate program areas; following established city telephone standards; maintaining and updating resource materials and telephone lists; reporting any threatening or unsafe situations to appropriate administrative staff; and liaising between clients, staff, and professionals; interpreting and responding clearly to verbal requests and instructions.

Qualifications include strong interpersonal and customer service skills; excellent verbal communication and phone etiquette; ability to remain calm and professional in high-pressure situations; basic computer skills and ability to learn internal systems; strong organizational and multitasking abilities; and prior experience in customer service, administrative support, or clerical work preferred.

Work environment includes an office setting within a public-facing government department and frequent interaction with the public, including potentially sensitive situations.