Treasurer's Office - Customer Service Representative

Arlington County Government•Arlington, VA

1d•$56,202 - $87,110•Onsite

About The Position

The Arlington County Treasurer’s Office is seeking a full-time Customer Service Representative for its Operations Division. The position performs front-line customer service, technical, and administrative work serving a diverse population, including many Spanish-speaking clients for whom English is a second language. Duties include helping customers in person, by email, and by phone in a call center environment; supporting customers with online payments and the Customer Assessment and Payment Portal (CAPP); researching taxpayer accounts; issuing dog licenses; referring customers to County or State agencies; periodically cashiering; and investigating returned tax bills. The role requires effective verbal and written communication, flexibility, self-motivation, time management, empathy, and professionalism in a high-volume, fast-paced setting. The employee must be able to multitask, alternate between counter and back-office work, and use multiple complex systems while identifying and advocating for customer needs. This is an onsite position with normal office hours Monday through Friday, 8:00 a.m. to 5:00 p.m. The official title is Treasury Specialist II.

Requirements

High School Diploma, GED, or equivalent.
Two years of considerable experience in an administrative support position that includes working directly with the public in a retail, financial services, or similar customer service environment; additional education may be substituted for this experience requirement.
Effective verbal and written communication skills.
Flexibility, self-motivation, time-management skills, and empathy for customers.
Ability to remain professional and calm in a high-volume, fast-paced customer service environment.
Ability to multitask and work with technology and multiple complex systems.
Applicants must submit a complete application, including a letter of interest, resume, and supplemental-question responses.
A pre-employment background check will include criminal record, driving record, education, professional licensure, and credit history; applicants must authorize the County to obtain this information.

Nice To Haves

Bilingual proficiency in English and Spanish.
Experience using a wide range of software programs, specifically Microsoft Office Suite or similar software.
Experience working directly with the public to explain policies, procedures, and/or tax regulations to customers.

Responsibilities

Answer customer questions and resolve issues in person, by email, or by phone in a call center environment.
Troubleshoot online payment issues.
Assist customers with using the Customer Assessment and Payment Portal (CAPP) to manage their tax accounts.
Research and resolve taxpayer account issues.
Retrieve, maintain, prepare, and verify data.
Issue County dog licenses.
Refer customers to other County and/or State agencies as applicable.
Perform cashiering duties periodically.
Investigate and resolve returned tax bills.
Perform other duties as assigned.
Alternate between in-person counter duties and back-office desk duties as needed.
Use multiple complex systems while eliciting, understanding, and advocating for customer needs.