Office Associate III

Virginia Department of Social Services•Verona, VA

3d•$36,141 - $37,948

About The Position

This is a front office clerical position at Shenandoah Valley Social Services, focused primarily on customer service and serving as the first point of contact for citizens seeking assistance or services. The position is located at the front desk and involves answering and managing a multi-line telephone system, greeting visitors, identifying their needs, providing general information, and directing or routing people to the appropriate staff member or service area. It requires frequent in-person and telephone interaction, including with individuals seeking assistance in stressful or difficult circumstances. The role performs a broad range of office and program support duties requiring some program knowledge and the application of office and administrative practices, policies, and procedures. Duties include responding to routine questions about programs and services, distributing program applications, helping customers receive timely service, opening and distributing mail, conducting authorized state database inquiries to determine customer status and appropriate routing, and logging customers into the computer registration database. General clerical duties include typing, filing, taking messages, operating office equipment, copying, and other tasks as needed. The employee is also required to assist in providing emergency shelter when mandated, including during a natural disaster or emergency.

Requirements

Minimum of a high school diploma supplemented with related clerical or administrative experience in social services or a related field, or an equivalent combination of training and experience providing the required knowledge, skills, and abilities.
Experience in professional customer service and interacting with the general public both by telephone and in person.
Bilingual Spanish speaking.
Working knowledge of basic Social Services programs and operating systems.
Working knowledge of standard office practices and procedures.
Knowledge of customer service principles and practices, including effective communication, active listening, professionalism, courtesy, diplomacy, and tact.
Ability to use personal computers, data entry systems, office software, scanners, printers, and other standard office equipment proficiently.
Ability to organize information, maintain records, follow written and oral instructions, multitask, make minor decisions under established policies and procedures, and perform basic mathematical calculations.
Ability to maintain patience, courtesy, confidentiality, and professionalism while handling interruptions, multiple calls, visitors, and competing priorities.
Ability to communicate clearly and effectively, orally and in writing, and establish positive working relationships with customers and agency staff.
Ability to listen to determine client needs, provide appropriate information or direction, and respond professionally to questions, requests, and complaints, including when individuals are upset or experiencing stressful circumstances.
Ability to follow established policies and procedures and ensure customers are directed to the appropriate worker or service.
Ability to access and enter information into authorized databases and registration systems, perform accurate data entry, and use information appropriately.
Ability to maintain accurate records, file documents, proofread, and complete general office tasks with speed and accuracy.
Must pass the agency's background checks, including applicable criminal history, Central Registry, DMV/driving record, and other required checks.
Must have a valid driver's license to operate a motor vehicle in Virginia, with a driving record that meets agency requirements.
Must be willing to work in the community emergency shelter when required.

Responsibilities

Answer and manage a multi-line telephone system and greet visitors at the front desk.
Identify customers' needs, provide general information, answer routine questions about department programs and services, and direct or route customers to the appropriate staff member or service area.
Distribute program applications and help ensure customers receive service in a timely manner.
Open and distribute mail to the appropriate worker or unit.
Conduct inquiries through authorized state databases to determine past or current status and help direct customers to the appropriate worker.
Log customers into the computer registration database.
Collect, receive, organize, and distribute applications, client verifications, and other documentation accurately and promptly.
Perform general office duties, including typing, filing, taking messages, operating office equipment, copying, and other clerical tasks as needed.
Assist in providing emergency shelter when mandated and required, including in the event of a natural disaster or emergency.
Complete other duties as assigned.