Office Associate III

Virginia Department of Social Services • Verona, VA

3d • $36,141 - $37,948 • Onsite

About The Position

This is a front office clerical position focused primarily on providing excellent customer service and serving as the first point of contact for citizens seeking assistance or services from Shenandoah Valley Social Services. This position is located at the front desk and is responsible for answering and managing a multi-line telephone system, greeting visitors, identifying their needs, providing general information, and directing or routing individuals to the appropriate staff member or service area. The position requires frequent interaction with the public, both in person and by telephone, including individuals who may be seeking assistance during stressful or difficult circumstances. This position performs a broad variety of office and program support responsibilities that require applying some program knowledge and office and administrative practices, policies and procedures to perform specific office support activities. Assists in providing emergency shelter as mandated and required.

Requirements

• Considerable knowledge of customer service principles and practices, including effective communication, active listening, professionalism, courtesy, diplomacy, and tact when interacting with clients, visitors, coworkers, and the general public both in person and by telephone.
• Knowledge of the programs, services, policies, procedures, and resources necessary to provide accurate information, respond to routine inquiries, and appropriately direct customers to the services or staff they need.
• Knowledge of office procedures, terminology, equipment, technology, and software programs used to support customer service and program operations.
• Proficient use of personal computers, data entry systems, office software, scanners, printers, and other standard office equipment.
• Ability to organize information, maintain records, follow written and oral instructions, multitask, make minor decisions in accordance with established policies and procedures, and perform basic mathematical calculations as needed.
• Ability to maintain patience, courtesy, confidentiality, and professionalism while managing frequent interruptions, multiple telephone calls, visitors, and competing priorities.
• Ability to communicate clearly and effectively, both orally and in writing.
• Ability to establish positive working relationships with customers and agency staff.
• Ability to listen carefully to determine the nature of a client's needs, provide appropriate information or direction, and respond professionally to questions, requests, and complaints, including when dealing with individuals who may be upset, frustrated, or experiencing stressful circumstances.
• Ability to collect, receive, organize, and distribute applications, client verifications, and other documentation accurately and timely.
• 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 data entry accurately, and use information appropriately to assist customers.
• Ability to maintain accurate records, file documents, proofread, and complete general office tasks with speed and accuracy.
• Experience in professional customer service and interaction with the general public by telephone and in person is required.
• Must have a valid driver’s license to operate a motor vehicle in the state of Virginia.
• Driving record must meet agency requirements.
• Must be willing to work in the community emergency shelter in the event of a natural disaster or emergency.
• Must pass the agency’s background checks.

Nice To Haves

• Bilingual Spanish Speaking.
• Working knowledge of basic Social Services programs and operating systems.
• Working knowledge of standard office practices and procedures.

Responsibilities

• Answering routine questions concerning programs and services offered by the Department.
• Distributing program applications and ensuring that customers receive service in a timely manner.
• Opening and distributing mail to the appropriate worker/unit.
• Conducting data inquiry through authorized state databases to determine past and/or current status to ensure that customer is directed to the appropriate worker.
• Logging customers into the computer registration database.
• Assisting in providing emergency shelter as mandated and required.
• Performing general office tasks including typing, filing, distributing mail, taking messages, operating general office equipment, copying and other general clerical duties as needed.
• Completing other duties as assigned.

What This Job Offers

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