Customer Service Representative – Department of Social Services

Job title: Customer Service Representative – Department of Social Services

Company: City of Charlottesville

Job description: General Summary

The Department of Social Services is seeking a qualified candidate to join our team as a Customer Service Representative who has the ability to work efficiently in a fast-paced environment with the ability to multitask and follow instructions. And who is highly motivated and who strives for success by demonstrating Charlottesville’s Core Values of Leadership, Trust, Creativity, Respect, and Excellence.

The preferred hiring amount is between $18.38 – $21.68 Hourly ($38,230.40 – $45,094.40 Annually). Starting offer is based on applicable education, experience, and internal equity. This is a full-time, non-exempt, position which provides excellent benefits including 13 paid holidays plus 1 floating holiday, paid vacation and sick leave, health insurance options with employer contribution, employer-paid life insurance, City’s retirement options, gym membership reimbursement (up to $34 a month), tuition reimbursement (up to $3,000 per fiscal year), and continuing education/training opportunities.

• For a general summary of benefits offered by the City, please click the ‘benefits’ tab on this posting, or visit

. * The City of Charlottesville manages its own retirement system and does not participate in VRS, however the City has a Portability Agreement with VRS and there are certain provisions that must be met. For questions pertaining to the Portability Agreement, please contact the City’s Benefits Administrator at 434-970-3462.

This position works on-site in an office setting and performs responsible skilled clerical work involving customer service and the preparation and/or maintenance of fiscal or related records; does related work as required. Primarily and most frequently the work done here is under general supervision, with related functional areas and more advanced applications. Work is performed under regular supervision. May be asked to work during emergency operations as outlined in the Social Services Department continuity of operations plan.

Essential Responsibilities and Duties

• Receives customer inquiries in person and by telephone, searches out information, prepares work orders;
• Handles account inquiries;
• Prepares applications and bills for accounts;
• Gathers, assembles, tabulates, checks and files financial data;
• Posts, checks, balances, updates and adjusts routine financial data;
• Checks invoices, maintains varied financial and statistical records and compiles reports;
• Prepares service orders, requisitions and correspondence;
• Operates computer in updating customer account information;
• Files various account transaction documents;
• Searches documents for errors;
• Collates, sorts and compiles account data in accordance with procedures;
• Operates computer, calculator and other standard office equipment incident to maintaining records;
• Researches account information;
• Performs functions according to City, State, and Federal laws and guidelines;
• Depending on assignment: may search out and collect information from clients to understand needs and refers or schedules appointments for clients with community partners/programs, may research client account and application information to provide assistance with resource navigation for employment related services and solutions to employment barriers.
• Performs related tasks as required.

Education, Experience and Skills

Minimum Qualifications:

• High School diploma or GED equivalency required.

Preferred Qualifications:

• Supplemental courses or education in relevant area preferred.
• Customer service or office/administrative experience preferred.

Skills: General knowledge of customer service methods, procedures and equipment; general knowledge of standard office procedures, practices and equipment; general knowledge departmental procedures, billing, collecting and adjustments, customer service basic principles; Ability to understand and follow oral and written directions; ability to establish and follow detailed work procedures; ability to perform mathematical computations with speed and accuracy; skill to use a variety of office machines; computer skills and data entry abilities; ability to get along well with citizens and customers. Verbal communication, active listening, relationship-building, and understanding of the resources available in the community.

Physical Conditions & Additional Information

Standard work environment. Flexible schedule may be required. Driver’s license may be required depending on assignment.

A pre-hire background check will be conducted on all candidates who are selected for employment with the Department of Social Services. It will include a criminal record check and a child abuse/neglect registry search. Additionally, a driving record check and education verification may be conducted if applicable.

Please note: The Charlottesville Department of Social Services is unable to hire any applicant, intern, or volunteer if the criminal record check reveals a conviction for, or arrest awaiting final disposition of a barrier crime as set forth in § 63.2-1719 of the Code of Virginia. Please click here for the list of barrier crimes:

SUMMARY OF EMPLOYEE BENEFITS

Updated July 1, 2022

Benefits cited represent those for regular 40-hour employees and may differ for Management Level, Part-Time, and/or Library positions. Long-term temporary employees are eligible for all benefits except retirement. Interns, temporary, seasonal, substitute, and relief employees are not eligible for benefits.

1. LEAVE:

• Vacation:

• 3.09 hours accrued biweekly — 0 –

3 years * 3.85 hours accrued biweekly — 3 –

5 years * 4.62 hours accrued biweekly — 5 –

10 years * 5.40 hours accrued biweekly — 10 –

15 years * 6.16 hours accrued biweekly — 15 –

20 years * 6.93 hours accrued biweekly — 20 –

25 years * 7.70 hours accrued biweekly — 25+ years

• Sick:

• 4.62 hours per biweekly pay period, approximately 120 hours a years, no limit on accumulation
• Holidays:

• 14 paid holidays per calendar year (13 observed and 1 floating)

2. INSURANCE:

• Aetna Medical –

• Choose from three options with different premiums and levels of coverage and coverage is effective on the first of the month following date of hire:

• HMO: $0 premium for employee only coverage
• POS 1: Employee-only premium of $36.28 per biweekly pay
• POS 2: Employee-only premium of $13.02 per biweekly pay

• (Dependent coverage is available but the cost of the premium is not subsidized.)
• Prescription Card ($10 generic, $30 lower cost name brand, $55 higher cost name brand)
• Mail Order Maintenance Prescription Drug Program ($20 generic, $60 lower cost name brand, $110 higher cost brand)

• Dental (Delta Dental)

• No cost for employee only coverage. Dependent coverage is available but the cost of the premium is not subsidized.
• Diagnosis and Preventive — 100% of allowable charge; Basic Dental Care – 80%; Major Dental Care – 50%
• Primary — $50 deductible, 80/20
• Prosthetic & Complex Restorative — $50 deductible, 50/50
• $1,500 maximum annual benefit
• $1,000 Orthodontic Benefit
• MetLife Vision Plan: Optional

• Employee only coverage: $2.50 bi-weekly; Dependent coverage also available at differing rates.
• Eye health exam, dilatation, prescription and refraction of glasses covered after $10 co-pay;
• $130 allowance for frames, after co-pay, plus additional discounts where accepted.
• Life:

• Two times annual salary (paid by the City)
• Optional supplemental life available for employee, spouse, dependents (paid by employee)
• AFLAC: Optional

• Cancer/accident/short term disability/intensive care insurance (paid by employee)

• Long Term Disability

• Protection from income loss due to long-term illness or injury (paid by the City)

3. RETIREMENT: The City of Charlottesville manages its own retirement system and does not participate in VRS, however the City has a Portability Agreement with VRS. There are certain provisions that must be met and the portability request must be executed within 18 months of vesting in the City’s Plan.

• Pension:

• Choose from two options:

• A Defined Benefit Pension plan pays a monthly benefit in retirement using a defined formula based on the employee’s earnings history, tenure of service, and age. Our plan has a 5 year vesting period and an employee contribution of 5% of salary.
• A Defined Contribution 401a plan in which fixed contributions are paid into an individual’s account by the employer, the contributions are invested, returns (positive or negative) are credited to the account, and the account balance is used to provide retirement benefits. The vesting schedule for our 401a plan is 33% after one year of service, 67% after two years of service, and 100% after three years of service. There is no required contribution from salary. (Note that: the Defined Contribution retirement plan is the only plan available for Library employees)

• Supplemental:

• Deferred Compensation (457) – employee contribution

4. OTHER BENEFITS:

• Flexible Spending Accounts:

• Health Care Expenses
• Dependent Care Expenses
• Parking/Mass Transit Expenses
• Parking Subsidy of $50 per month
• Wellness Programs:

• Gym Reimbursement Program
• Monthly On-Site Nurse and Annual Flu Shots
• Health Screenings and Fairs, Education Sessions, & Weekly Fitness Classes
• Weight Watchers at Work
• Bike Commuter Program:

• Reimbursement of up to $20 per month for reasonable bike commuting expenses
• Employee Assistance Program:

• A variety of confidential, personal professional services for you and your family available 24 hours a day.
• Tuition Reimbursement Program:

• Up to $1,500 for undergraduate OR Up to $3,000 for graduate level tuition per fiscal year per employee.

Expected salary: $38230.4 – 45094.4 per year

Location: Charlottesville, VA

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