Citizen Service Advisor Trainee

Norfolk, Virginia is America's most authentic and urban waterfront city. Home to the world's largest naval station and the business, arts, and cultural center of Coastal Virginia, Norfolk has been rated a top place to live, work, play, and raise a family by numerous publications. Working for the City of Norfolk is an opportunity to make a real difference in the lives of others.  With our commitment to competitive pay and a strong retirement package, you can do good for your community and do well for yourself.   Join a caring workplace that proudly celebrates uniqueness, authenticity, and a shared commitment to improving the lives of our residents.

The City of Norfolk's Office of Citizen Services is currently seeking a Citizen Service Advisor Trainee that functions as a trainee in the duties of providing a variety of customer service functions in the Norfolk Cares Center.

Essential functions include but are not limited to:

• Responds to a high volume of complex customer inquiries for information and service using an automated call distribution or electronic services system; responds to public information inquiries by telephone, computer, and/or mailings.

• Follows division protocols and scripts to provide timely information on city services, policies, and practices in a courteous and effective manner; uses applicable computer and customer interactive applications and other job-related office equipment; meets quality standards for service.

• Refers inquiries, or follows up, as needed, to applicable city departments and agencies.

• Performs administrative support work such as entering, updating, and editing customer service requests; determines appropriate processes to be used; maintains clear and organized handwritten and/or electronic records.

• Keeps current regarding the functions and operating procedures of City departments and agencies; maintains knowledge of the City's website, and geography of the city and surrounding areas.

• Correctly applies policies, procedures, and guidelines relating to non-emergency situations.

• Exercises sound judgment and stays calm under extreme pressure situations and provides quick responses to emergency situations.

• Provides excellent customer service.

• Works quickly and accurately to process all incoming requests for service.

• Performs related work, as required.

No formal experience required.  Work requires knowledge necessary to understand basic operational, technical, or office processes.  Level of knowledge equivalent to four years of high school or equivalency.

The ideal candidate will possess:

• Thorough knowledge and application of telephone etiquette and procedures as well as proficient & effective oral communication skills.

• Ability to establish and maintain an effective rapport with callers, business organizations, employees, various associations, and the public.

• Spanish speaking applicants highly preferred.

Work Hours: Monday through Friday, 8AM to 5PM

Signing Bonus: This position is eligible for a $5,000 signing bonus.