Treasurer's Office - Customer Service Representative

Arlington County VA•Arlington, VA

1d•Onsite

About The Position

The Arlington County Treasurer's Office is seeking a full-time Customer Service Representative for its Operations Division. This position performs front-line customer service, technical, and administrative duties supporting the division. The office serves an ethnically and culturally diverse population, including many Spanish-speaking clients for whom English is a second language. The role handles customer inquiries and account issues in person, by email, and by phone in a call center environment. It also involves helping customers use the Customer Assessment and Payment Portal (CAPP), troubleshooting online payments, researching taxpayer accounts, processing dog licenses, and performing cashiering and other administrative tasks. The position requires alternating between counter and back-office duties, multitasking across complex systems, and responding empathetically and professionally in a high-volume, fast-paced environment. This is an onsite position. Employees are expected to work in the office full time during normal office hours, Monday through Friday, 8:00 a.m. to 5:00 p.m. The official title is Treasury Specialist II. A pre-employment background check is required.

Requirements

High School Diploma, GED, or equivalent.
Two years of administrative support experience that includes working directly with the public in a retail, financial services, or similar customer service environment. Additional education may substitute for this experience.
Effective verbal and written communication skills.
Flexibility, self-motivation, and time-management skills.
Empathy for customers and the ability to remain professional and calm in a high-volume, fast-paced customer service environment.
Ability to multitask and alternate between in-person counter duties and back-office desk duties as needed.
Ability to use technology and multiple complex systems at the same time while eliciting, understanding, and advocating for customer needs.
Complete application, letter of interest, resume, and supplemental-question responses are required.
Authorization for a pre-employment background check covering criminal record, driving record, education, professional licensure, and credit history.

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, and over the phone in a call center environment.
Troubleshoot online payment issues.
Assist customers using the Customer Assessment and Payment Portal (CAPP) to manage their tax accounts.
Research and resolve issues with taxpayer accounts.
Retrieve, maintain, prepare, and/or verify data.
Issue County dog licenses.
Refer customers to other County and/or State agencies as applicable.
Perform cashiering on a periodic basis.
Investigate and resolve returned tax bills.
Perform other duties as assigned.