Customer Service Representative (Administrative Assistant III)

Fairfax County • Fairfax (Ej27), VA

2d • Onsite

About The Position

The Department of Family Services (DFS) offers a wide range of community programs and services for Fairfax County residents designed to promote self-sufficiency, to protect the vulnerable, and to provide community education. These positions support the Public Assistance and Employment Services Division, acting as an integral part of the agency Call Center team, and are staffed by people who enjoy interacting with the public, handling challenging situations and working in a fast-paced environment. This announcement may be used to fill multiple positions. Serves as a member of the team that is the first point of telephone contact with the public for DFS; Assists callers by providing general information, assesses the reason for their call and routes them to the appropriate services within DFS or the community; Provides consistent, accurate and timely information in a courteous, friendly manner; Navigates through a variety of computer applications for the purpose of screening and tracking customer activities; and Develops and maintains effective working relationships with agency and county staff. The assigned functional areas of this position are Customer Service and General Office Administration. This announcement will be used to fill a position in the Depts. Fairfax office located in the Pennino building but it may be used to fill additional vacancies that may occur in the future.

Requirements

• Any combination of education, experience and training equivalent to high school graduation and two years of experience providing administrative support in the assigned functional area(s).
• Knowledge of standard rules and interpretations within own functional area and a working knowledge of established methods and procedures used in related areas.
• Significant nonstandard skill/knowledge is required involving production of an end product such as a report.
• Basic skills in the use of Microsoft Word.
• Basic math skills.
• Basic skills in the use of applicable Microsoft Office Suite software.
• Ability to write simple documents.
• Ability to process and integrate complex data.
• Ability to establish and maintain effective working relationships with both external and internal contacts.
• Ability to perform data entry into Purchasing/Logistics Enterprise Resource Planning systems and/or Financial Enterprise Resource Planning systems in at least three functions (e.g., create shells, accounts payable processing).
• Ability to perform routine Human Capital Management Enterprise Resource Planning system functions (e.g., process PARS, requisitions).
• Ability to maintain confidentiality and be sensitive to political issues.
• The appointee to this position will be required to complete a criminal background check and child protective services check to the satisfaction of the employer.
• Ability to communicate clearly and effectively with a variety of individuals.
• Ability to use automated technology.

Nice To Haves

• Call center experience providing assistance and answering questions.
• Experience providing front-line customer service.
• Excellent interpersonal skills.
• Knowledge or experience with public assistance programs.
• Bilingual in English and another language.

Responsibilities

• Serves as a member of the team that is the first point of telephone contact with the public for DFS.
• Assists callers by providing general information, assesses the reason for their call and routes them to the appropriate services within DFS or the community.
• Provides consistent, accurate and timely information in a courteous, friendly manner.
• Navigates through a variety of computer applications for the purpose of screening and tracking customer activities.
• Develops and maintains effective working relationships with agency and county staff.
• Uses spreadsheets or databases to organize information and produce standard reports.
• Prepares a variety of complex disbursement forms (e.g., check requests, travel forms, cash sheets, and journal entries) for routing and approval.
• May approve some disbursement forms.
• Compiles and maintains monthly, quarterly, semi-annual, and annual totals, reports, and financial statements.
• Explains fiscal rules and procedures to employees to ensure uniform application.
• Sets up accounts through corporate systems.
• Reconciles ledgers.
• Prepares status reports.
• Gathers data for use by others in preparing budget.
• Prepares transfer vouchers and interfund billing.
• Monitors external accounts for discrepancies.
• Prepares wide variety of accounting forms.
• Reconciles daily receipts or accounts receivable/payable.
• Identifies discrepancies and makes corrections.
• Collects required documents.
• Prepares and authorizes expense vouchers and/or invoices within limited authorization levels.
• Verifies requests for goods and services against county contracts and funding sources.
• Orders goods or services and follows up/resolves discrepancies and ensures delivery.
• Authorizes requests for goods and services in corporate systems.
• Ensures appropriate routing and approval of purchase requests.
• Maintains calendar(s).
• Schedules meetings.
• Makes and cancels appointments.
• Schedules rooms for classes, meetings, conferences, etc.
• Coordinates audiovisual, training equipment, refreshment requests.
• Set up schedules for internal administrative staff to insure that they are available to meet changing work needs.
• Composes routine correspondence on behalf of the executive/work unit head.
• Provides administrative support and implements procedures.
• May supervise others.
• Establishes/modifies and maintains a system for tracking the progress of work that is the responsibility of the executive/work unit head.
• Trains and orients new employees.
• Provides and explains relevant policies and procedures.
• Schedule appointments.
• Explains departmental policy/procedure but does not interpret them.
• Responds to inquiries that require referencing a variety of sources and utilizing knowledge of the department/county operations.
• Keys/types complex documents (e.g., technical).
• Proofs spelling and grammar.
• Uses multiple software packages to prepare equations, statistics, tables and/or presentations.
• Compiles reports from edited drafts.
• Uses macros and templates developed by others.
• Performs data entry with some knowledge of department/work unit/program.
• Manipulates screens for additional entries.
• Generates routine reports.
• Creates simple spreadsheets.
• Maintains databases.
• Compiles routine factual/numerical reports using readily available information.
• Processes pay adjustments.
• Transmits on-line T&As.
• Regularly inputs routine Human Capital Management Enterprise Resource Planning system entries.
• Performs payroll functions (e.g., internal collection of time sheets, verify T&A entries, verify leave slips).
• Trains new employees on how to do on-line time.
• Prepares and verifies completeness/accuracy of forms/documents (e.g., personnel requisitions, PARS, PCFs).
• Provides basic new employee benefits information.
• Explains routine personnel policies and procedures.
• Gathers information (e.g., salary range, class specifications, and merit adjustments) from HR website or other county sources for supervisor/management.
• Instructs employees in proper completion of routine documents (e.g., insurance enrollment forms).

Benefits

• Fairfax County Government prohibits discrimination on the basis of race, color, religion, national origin, sex, pregnancy, childbirth or related medical conditions, age, marital status, disability, sexual orientation, gender identity, genetics, political affiliation, or military status in the recruitment, selection, and hiring of its workforce.
• Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disabilities Act.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED