What are the responsibilities and job description for the Bilingual Customer Service Representative- English/Spanish (part-time) position at Chesterfield County?
Minimum Qualifications
High school diploma or GED; college courses in accounting, business or related field preferred; and one year of customer service experience in a call center environment; or an equivalent combination of training and experience. Fluency in English and Spanish (write, read, and speak) required. Must be multi-task oriented and able to work under stressful and demanding situations. Good oral/written bilingual communication skills; good typing skills with speed and accuracy a must. Ability to use effective problem solving and resolution skills with the public. PC experience in Word, Excel, and Outlook required. Selected candidate must demonstrate proficiency by passing an independent, third-party test that assesses skills in speaking, writing, and reading English and Spanish, paid for by the county. Pre-employment drug testing, FBI criminal background check and education/degree verification required.
The successful candidate’s compensation will be 5% above the advertised starting salary due to their bilingual language proficiency.
Duties
Serves as a first point of contact for all customers visiting the Utilities Department in person. Performs customer assistance to a very diverse population where English and Spanish are the two primary languages. Duties include providing information, researching basic problems, performing routine collections or making arrangements on customer accounts, answering inquiries and resolving complaints, receiving and processing payments, and explaining policies and procedures to customers in both English and Spanish. Will spend a considerable amount of time using bilingual skills to assist Spanish fluent customers in accessing the department’s services and translation of information. This position will assist by interpreting information for Spanish fluent customers in person, over the telephone, and in writing via emails or other written correspondence. Daily responsibilities include: providing face-to-face translation for lobby customers; translate written documents and correspondence; translate customer information for other staff; contact Spanish fluent customers per request from non-Spanish fluent staff by phone or in writing.
Functions include but are not limited to assisting Utilities’ diverse customer base in person, by telephone and via written correspondence, in English and Spanish, regarding new connections, disconnections, account information, and billing questions; determine fees required; support for online/IVR payments; investigate accounts and consumption histories; respond to inquiries regarding charges, credit histories, etc. Perform other work as required. This position is part of an approved Career Development Plan (CDP) and offers career progression opportunities and salary incentives, as funding permits, based on performance, qualifications, and experience.
Shift
Shift varies Monday - Friday between 8:30 a.m. - 5:00 p.m.
Work Location
Utilities
Chesterfield County is an Equal Opportunity Employer Committed to Workforce Diversity, Equity, and Inclusion
Summary
For information on county benefits, view Employee Benefits Summary.
01
What is your highest level of education completed? (Please answer accurately. Failure to respond accurately will result in disqualification from consideration.)
How many years of professional experience do you have using Microsoft Office Programs (i.e., Word, Excel, Access and Outlook)? (Please answer accurately. Failure to respond accurately will result in disqualification from consideration.)
How many years of customer service experience do you have in a call center environment, including assisting customers in person? (Please answer accurately. Failure to answer accurately will result in disqualification from consideration.)
How many years of experience do you have speaking and writing Spanish fluently? (Please answer accurately. Failure to respond accurately will result in disqualification from consideration.)
High school diploma or GED; college courses in accounting, business or related field preferred; and one year of customer service experience in a call center environment; or an equivalent combination of training and experience. Fluency in English and Spanish (write, read, and speak) required. Must be multi-task oriented and able to work under stressful and demanding situations. Good oral/written bilingual communication skills; good typing skills with speed and accuracy a must. Ability to use effective problem solving and resolution skills with the public. PC experience in Word, Excel, and Outlook required. Selected candidate must demonstrate proficiency by passing an independent, third-party test that assesses skills in speaking, writing, and reading English and Spanish, paid for by the county. Pre-employment drug testing, FBI criminal background check and education/degree verification required.
The successful candidate’s compensation will be 5% above the advertised starting salary due to their bilingual language proficiency.
Duties
Serves as a first point of contact for all customers visiting the Utilities Department in person. Performs customer assistance to a very diverse population where English and Spanish are the two primary languages. Duties include providing information, researching basic problems, performing routine collections or making arrangements on customer accounts, answering inquiries and resolving complaints, receiving and processing payments, and explaining policies and procedures to customers in both English and Spanish. Will spend a considerable amount of time using bilingual skills to assist Spanish fluent customers in accessing the department’s services and translation of information. This position will assist by interpreting information for Spanish fluent customers in person, over the telephone, and in writing via emails or other written correspondence. Daily responsibilities include: providing face-to-face translation for lobby customers; translate written documents and correspondence; translate customer information for other staff; contact Spanish fluent customers per request from non-Spanish fluent staff by phone or in writing.
Functions include but are not limited to assisting Utilities’ diverse customer base in person, by telephone and via written correspondence, in English and Spanish, regarding new connections, disconnections, account information, and billing questions; determine fees required; support for online/IVR payments; investigate accounts and consumption histories; respond to inquiries regarding charges, credit histories, etc. Perform other work as required. This position is part of an approved Career Development Plan (CDP) and offers career progression opportunities and salary incentives, as funding permits, based on performance, qualifications, and experience.
Shift
Shift varies Monday - Friday between 8:30 a.m. - 5:00 p.m.
Work Location
Utilities
Chesterfield County is an Equal Opportunity Employer Committed to Workforce Diversity, Equity, and Inclusion
Summary
For information on county benefits, view Employee Benefits Summary.
01
What is your highest level of education completed? (Please answer accurately. Failure to respond accurately will result in disqualification from consideration.)
- Some High School
- High School/GED
- Some College
- 2 year College degree (Associate's)
- 4 year College degree (Bachelor's)
- Master's Degree
How many years of professional experience do you have using Microsoft Office Programs (i.e., Word, Excel, Access and Outlook)? (Please answer accurately. Failure to respond accurately will result in disqualification from consideration.)
- Less than 1 year
- 1 - 3 years
- 3 - 5 years
- 5 - 10 years
- 10 - 15 years
- More than 15 years
How many years of customer service experience do you have in a call center environment, including assisting customers in person? (Please answer accurately. Failure to answer accurately will result in disqualification from consideration.)
- Less than 1 year
- 1 - 3 years
- 3 - 5 years
- 5 - 10 years
- 10 - 15 years
- More than 15 years
How many years of experience do you have speaking and writing Spanish fluently? (Please answer accurately. Failure to respond accurately will result in disqualification from consideration.)
- Less than 1 year
- 1 - 3 years
- 3 - 5 years
- 5 - 10 years
- 10 - 15 years
- More than 15 years
- Required Question