Customer Service Specialist - Business Tax Customer Service Specialist

City of Richmond•Richmond, VA

8d•Onsite

About The Position

The Business Customer Service Specialist provides advanced-level, front-line customer service and citizen assistance related to Richmond City’s business tax programs, including Business Personal Property, Business License (BPOL), and local excise taxes such as Admissions, Transient Occupancy, and Meals. The position handles high-volume in-person, phone, and electronic inquiries; resolves general and escalated taxpayer issues; researches and adjusts account information; processes account updates; and manages customer service tickets through closure. Work includes interpreting and explaining complex tax codes and policies, processing billing and account adjustments, documenting all actions, and ensuring compliance with City policies and procedures. The role may assist supervisors with training other employees and serving as a lead worker when assigned. This position is considered an Essential Personnel, which means that the incumbent is required to work when the City is closed due to public emergencies, critical or hazardous conditions or inclement weather.

Requirements

High School Diploma or GED
Three years of customer service, reconciliation and adjustment experience
An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification
Proficiency at Microsoft Office Suite
Data entry
Diplomacy
Problem-solving
Account management
Oral and written communication
Interpersonal communication
Basic mathematics
Customer service
Researching
Interacting with potentially irate or irrational customers
Multi-task
Listen attentively
Analyze information
Work with diverse populations
Work in a fast paced environment
Analyze data to resolve customer issues or concerns

Nice To Haves

Best practices related to customer service policies and procedures
Real estate/tax relief
Municipal governments
CIS billing system
City of Richmond Assessors File
Familiarity using standard office equipment

Responsibilities

Respond to in-person, phone, and electronic inquiries related to business taxes, billing, and account status.
Provide clear, professional explanations of complex tax codes, policies, and procedures to taxpayers and business owners.
Manage customer service tickets from initiation through resolution, ensuring timely and accurate follow-up.
Resolve general and escalated taxpayer issues across all business tax types.
Address customer complaints and questions, documenting outcomes and providing appropriate next steps.
Assist customers with completing required forms, applications, and documentation.
Research and correct account errors, discrepancies, and system-identified issues.
Review, analyze, and adjust accounts related to Business Personal Property, BPOL, and excise tax filings.
Process account changes, including updates to taxpayer information and business status.
Calculate and process refunds, credits, and adjustments in accordance with City policies.
Identify and escalate complex cases requiring supervisor or specialist review.
Prepare written correspondence including notices, requests for information, and follow-up communications.
Document all customer interactions, research findings, and account actions in the City’s systems.
Maintain organized records and perform clerical tasks such as filing, mail sorting, and document management.
Ensure communication is consistent, professional, and aligned with departmental expectations.
Assist supervisors with training new employees on tax processes, systems, and customer service protocols.
Serve as a lead worker when assigned, providing guidance and support to team members.
Collaborate with other divisions to resolve cross-departmental issues affecting taxpayer accounts.
Support continuous improvement by identifying process gaps, system issues, or recurring taxpayer challenges.