Customer Services Representative

Title: Customer Services Representative

State Role Title: Admin and Office Specialist II

Hiring Range: Commensurate up to $21.00/Hourly

Pay Band: 2

Agency: Department of Juvenile Justice

Location: DJJ Training Academy

Agency Website: www.djj.virginia.gov

Recruitment Type: General Public - G

Job Duties

The Virginia Department of Juvenile Justice (DJJ) protects the public by preparing court-involved youth to be successful citizens. DJJ is committed to excellence in public safety by providing effective interventions that improve the lives of youth, strengthening both families and communities within the Commonwealth.

The role of the Customer Service Representative is to operational support to the Customer Relations Coordinator to include facilitating and providing prompt excellent customer service to our customers/clients and the Virginia Public Safety Training Center (VPSTC) Building. This position will assist in troubleshooting and direct the necessary resources to resolve problems as directed by the Customer Relations Coordinator.

Job Duties include but are not limited to:

• Sets state cell phone to forward to the Customer Relations Coordinator outside of the scheduled work hours (including weekends);

• Provides assistance with Customer Relations Coordinator with, logistics for the VPSTC and Barrett Facilities independently analyzes and reviews the VPSTC Facility;

• Usage form provided by the Customer Relations Coordinator and/or VPSTC calendar provided by the Customer Relations Coordinator to setup classrooms and meeting spaces as requested;

• To include but not limited to the appropriate event and directional signage, moving training tables and chairs and training supplies (easels, flip chart paper, markers, podium and audiovisual equipment);

• Apprises the Customer Relations Coordinator of any issues with the setup immediately;

• Assist the customer/clients with unloading their training materials, supplies and routine request (reproduction and distribution of training materials, scanning documents, and retrieving presentations from mobile storage devices) prior to and during their event;

• Assist the Customer Relations Coordinator with periodic check-ins with customers/clients throughout their event to ensure a successful training experience for both the trainers and their students;

• Serves as a resource for campus-wide activities and trainings to provide guidance and directions to all students attending training at the VPSTC;

• Apprises the Customer Relations Coordinator in a timely manner of any issues that arise throughout the day with any customer/clients that they encounter;

• Assist with the coordination of meal deliveries and distributions throughout the campus as directed by the Customer Relations Coordinator;

• Maintain cleanliness at the following locations during your scheduled shift time when you are not setting up or assisting with a scheduled event;

• Maintain a clean, safe and attractive indoor business environment.

This is an hourly/wage position and is limited to 1500 hours to average 29 hours per week in a 12-month period. This position does not include the state benefit package.

Minimum Qualifications

• Ability to perform moderate lifting (20-50 lbs.) and movement of furniture (room setup);

• Demonstrated ability to prioritize, organize, and handle multiple priorities;

• Experience in a customer service/event planning environment;

• Ability to independently resolve conflicts between job assignments;

• Experience and/or training in an office environment.

Additional Considerations

• Demonstrated skills in use of Microsoft Office Suite.

Special Instructions

Application Process:

Individuals desiring to be considered for this position must submit a completed employment application or you may attach a resume before the position's closing date. Applications received after the closing date will not be considered. Applications sent through postal mail, email, or fax will not be considered.

Applicants are encouraged to be specific regarding job-related knowledge, skills, and abilities.

You will be provided an email confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to "Your Application" in your account to check the status of your application. Status updates will not be provided via telephone or email.

Background & Pre-employment Screenings:

Selected applicants are subject to a background investigation and pre-employment drug screen. Investigations may include fingerprint checks (State Police, FBI); local agency checks; employment verification; verification of education (if required and relevant to employment); credit checks; and other checks based on the position.

Pre-employment medical screenings are required for some DJJ positions.

Driver License: A valid driver's license is required of DJJ employees to operate a state-owned or leased vehicle.

Supplemental Questions:

You may be required to respond to position-specific questions at the end of this application. This information may help us evaluate your credentials and qualifications for the job. Failure to respond to any questions may disqualify you from further consideration.

Lay off Policy 1.3:

If you have been impacted by the DHRM Policy 1.3 layoff and have a valid Interagency Placement Screening Form (Yellow Card) or Preferential Hiring Form (Blue Card), it is necessary to submit the card before the closing date for this position. You can include the Card as an attachment with your state application.

DJJ Welcomes Veterans:

DJJ is committed to recruiting, hiring, and retaining qualified Veterans and their spouses. Veterans who are hired into state positions may be eligible to receive additional leave accruals based on their total years of service in the military, National Guard, or Reserve. If applicable, please submit form DD-214 with your state application.

The Commonwealth of Virginia welcomes all applicants authorized to work in the United States. Sponsorship is not provided; therefore, applicants must be a citizen or national of the U.S., a Lawful Permanent Resident, or an alien authorized to work.

Reasonable Accommodations: Reasonable Accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disabilities Act. Contact our Human Resources Department for further assistance.

Equal Opportunity Employer: The Department of Juvenile Justice practices fair and equal employment opportunities to all employees and applicants in accordance with applicable laws and regulations. It is our policy to prohibit discrimination on the basis of race, sex, color, national origin, religion, sexual orientation, gender identity, age, veteran status, political affiliation, genetics, or disability in the recruitment, selection, and hiring of its workforce. Qualified individuals with disabilities are encouraged to apply. It is our goal to foster a culture that demonstrates the principles of civility, diversity, opportunity, and inclusion.

Contact Information

Name: Bianca D. Stewart Williams, Talent Acquisition Consultant

Phone: 804-371-0700

Email: DjjRecruitment@djj.virginia.gov

In support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.