Customer Service Agent (CD)- Social Services Part-Time Non-Benefited

Hanover County Customer Service Agent

This is a part-time, non-benefited position scheduled to work approximately 14 hours per week. The hours will be Monday through Thursday from 1:30 p.m. to 5:00 p.m. Additional hours may be available periodically to provide coverage during employee leave, training, or other operational needs.

General Description: This is a clerical position. The incumbent receives and researches inquiries and/or payments related to County services. Depending on the position level and the department, Customer Service Agents perform tasks with a range of difficulty from routine to complex.

Organization: The Customer Service Agent position is part of Hanover County's Career Development Program (CD). The Customer Service Ladder has three (3) levels ranging from Customer Service Agent I to Senior Customer Service Agent. Incumbents report to a Customer Service Supervisor/Manager or an Office Supervisor. Senior Customer Service Agents may serve as workflow leaders to lower level Agents and/or clerical staff.

Essential Functions: duties may vary based on area of assignment

• Receives and processes inquiries and/or payments from the public.
• Reconciles payments and prepares bank deposits, invoices, etc.
• Researches and corrects payments histories and/or customer computer records.
• Schedules appointments as needed.
• Uses a computer to enter data, find information and/or adjust files.
• Performs related work as assigned.

Additional Essential Functions Social Services

• Issue and replace EBT cards and assist clients with benefit-related inquiries.
• Receive, process, and route client documentation, verifications, mail, and faxes.
• Scan, index, and maintain electronic records in Laserfiche.
• Process invoices, payments, and related financial transactions using DocuSign and the Thomas Brothers financial system.
• Maintain accurate client, financial, and administrative records while ensuring confidentiality.
• Provide administrative support to Social Services programs, including correspondence, document management, and customer service activities.

Working Conditions:

• Hazards None Known
• Environment Office
• Physical Effort Minimal
• FLSA Non-exempt

Knowledge, Skills and Abilities: Ability to interact positively with the public is required. Excellent oral and written communication skills. Computer literacy or skills preferably in Microsoft Office computer programs is desired. Basic knowledge of records maintenance and ability to maintain general office records. Ability to establish and maintain effective working relationships with County officials, employees and the general public.

Education, Experience and Training: High school or equivalent required with at least one (1) year customer service experience preferred OR Any equivalent combination of education, experience and/or training sufficient to demonstrate the knowledge, skills and abilities is acceptable. Higher levels on the Career Ladder require additional education, experience and training.

Special Conditions:

Criminal Records Check, including fingerprinting

Twelve-month probationary period

CPS (Child Protective Services) Check DSS, CSB, Community Resources and Court Services only

Mandatory Participant in the Citizen Emergency Response On-call Plan (DSS ONLY)