Customer Service Representative

Job Description

Job Description

We are looking for a customer-focused, detail-oriented individual to support a local government organization serving the Richmond, Virginia community. This Long-term Contract position is ideal for someone who enjoys helping the public, resolving questions efficiently, and providing clear guidance on services and procedures. The role requires strong communication, sound judgment, and a commitment to delivering respectful, accurate assistance in a public-facing environment.

Responsibilities:
• Respond to questions from residents and visitors by providing clear, accurate information about government programs, services, and policies.
• Guide individuals through service-related steps and administrative procedures to help them complete requests with confidence.
• Work closely with internal departments to gather correct details and ensure timely follow-up on public inquiries.
• Record customer interactions and update relevant information accurately in tracking systems and databases.
• Stay informed on current local government offerings, updates, and community initiatives to provide dependable support.
• Handle concerns effectively, identify practical solutions, and escalate complex matters when additional support is needed.
• Welcome and direct guests or callers to the appropriate service area while maintaining a courteous and helpful experience.• Prior experience in customer service, public-facing support, or a similar service-oriented role.
• Strong verbal and written communication skills with the ability to explain information clearly.
• Demonstrated problem-solving ability and close attention to detail when handling inquiries and records.
• Ability to manage sensitive or confidential information with professionalism and discretion.
• Proficiency with basic computer applications, data entry, and learning new systems quickly.
• Comfortable working standard business hours, with occasional evening or weekend availability as needed.
• Experience supporting government, municipal, or public service operations is preferred.