Customer Service Technician - Front-End Cashier

Are you Richmond R.E.A.D.Y? Respect. Equity. Accountability. Diversity…YOU!!!

This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:

• Virginia Retirement System (VRS)
• Language Incentive
• Referral Bonus
• Tuition Assistance Program

Description

The Front-End Casher ensures accurate and efficient processing of cash, checks, credit card collections. This role provides exceptional high-level frontline customer service and is the primary point of contact to assist citizens with billing and payment inquiries, processing various transactions, and providing essential information.

Duties include but are not limited to

Customer Service & Issue Resolution:

• Respond to in-person customer requests, inquiries, and problems related to billing and payments, actively assisting with resolutions.
• Answer general questions regarding due dates, service charge fees, credit policies, and other generalized information for business licenses, decals, personal property, and real estate.
• Provide standard information and customer service by following prescribed procedures and instructions.
• Research customer questions and account inquiries.
• Forward customer feedback to your direct supervisor and/or lead teller.

Financial Transactions & Systems:

• Utilize Tyler Cashiering, Munis, and other financial portals self-sufficiently with minimal or no supervision daily.
• Receive cash, check, money order, and credit card charge transactions.
• Process in-person payments for real estate, utility, personal property, parking permits, business licenses, and more.
• Perform daily batch processing.
• Assist with deposit preparation.
• Assist with monthly audits and balance petty cash.

Administrative & Operational Support:

• Perform routine office tasks such as data entry, mail processing, and operating a variety of equipment including a cash register.
• Review requests and issue parking permits for citizens of the City of Richmond.
• Perform office opening and closing responsibilities, such as setting alarms and ensuring cash security.
• Print bills and run standard reports.
• Set up or cancel accounts within financial systems.
• Perform any other job-related duties and responsibilities according to business needs for the Department of Finance.

Qualifications, Special Certifications and Licenses

KNOWLEDGE, SKILLS, AND ABILITIES:

Knowledge (some combination of the following):

• Standard office equipment
• Standard office protocols and procedures
• Customer service protocols and procedures
• Basic clerical duties
• Cash handling procedures

Skills (some combination of the following):

• Computer proficiency including Microsoft Office Suite
• Data entry
• Telephone etiquette
• Effective oral/written and interpersonal communication
• Basic mathematics
• Problem-solving
• Customer service
• Researching

Abilities (some combination of the following):

• Multi-task
• Problem-solve
• Remain calm in stressful situations
• Show empathy and compassion
• Defuse inflamed situations

MINIMUM TRAINING AND EXPERIENCE:

• High School Diploma or GED
• Two years of customer service experience such as collecting and processing payments, researching billing information, or providing direct customer service
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

LICENSING, CERTIFICATIONS, and/or OTHER SPECIAL REQUIREMENTS:

• None required.

Equal Employment Opportunity Statement

The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Jessica McKenzie, Human Resources Manager by email at Jessica.McKenzie@RVA.GOV.

This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.

The City of Richmond Values Veterans. We are an official V3 Certified Company.

The City of Richmond is a proud partner with the US Army Partnership for Your Success PaYS Program.

With over 4,000 employees, the City of Richmond is an "Employer of Choice" among cities throughout the nation. The City strives to hire and retain employees who bring dedication and talent to the workforce. Offering a competitive, cost effective, and quality benefits package is one element of an "Employer of Choice".

The City offers a full range of benefit programs from initial hire through retirement. Please visit our Web site for details.