Receptionist/Call Center Agent

City of Virginia Beach

3d•$35,194 - $54,850

About The Position

The City of Virginia Beach Department of Human Services is hiring a Receptionist/Call Center Agent to work in the Fleet & Facilities Office Customer Care unit. The role provides front-desk and telephone support, welcomes and announces appointments, visitors, and clients, organizes resource appointment calendars and duty sheets, and provides information about Human Services activities and the locations of other departments, offices, and employees. The position is scheduled Monday through Friday, 8 a.m. to 5 p.m. The role requires a combination of education above high school and/or experience equivalent to two years in fields providing relevant knowledge, skills, and abilities, such as clerk or office assistant work. Employees may be expected to work beyond their normally scheduled hours in response to short-term department needs or City-wide emergencies.

Requirements

Any combination of education above the high school level and/or experience equivalent to two years in fields providing relevant knowledge, skills, and abilities, such as clerk or office assistant work.
Computer literacy.
Customer service skills.
Attention to detail.
Telephone etiquette.
May be expected to work beyond normally scheduled hours in response to short-term department needs or City-wide emergencies.

Nice To Haves

Call center experience; Cisco/Webex experience preferred.
Experience with Microsoft Office Suite.
Experience as a first point of customer contact or receptionist.
Experience assisting difficult customers and resolving complaints.
Experience with state systems, preferably VaCMS.

Responsibilities

Greet and announce appointments, visitors, and clients at the receptionist station.
Direct visitors to the correct area and answer incoming calls to the department.
Prioritize and organize resource appointment calendars and duty sheets.
Provide information about Human Services activities and the locations of departments, offices, and employees.
Follow front-desk security guidelines and policies and alert appropriate administration staff to threatening or dangerous situations.
Communicate with people by telephone and in person to complete daily assignments and explain rules, policies, and regulations.
Apply customer and personal service principles when assisting the public.
Maintain and update resource information and telephone lists.
Operate computer screening systems.
Maintain a professional demeanor and resolve client or public complaints by directing people to the appropriate program areas.