NEOGOV · 1 week ago
Customer Care Specialist - Solution Support Center
VA 23219, VA
Full-time
Onsite
Entry Level
$45K/yr - $75K/yr
1+ years expThe City of Richmond is seeking a qualified individual for the position of Customer Care Specialist in the Department of Social Services. The role involves providing technical and customer service support in resolving resident program and service call inquiries, while collaborating with the City of Richmond RVA One (311) call center.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Manage and resolve DSS specific resident and provider inquiries by telephone and email
Research case status using VACMs providing timely feedback to customers
Assess customer need and route calls to appropriate staff and resources to ensure timely response and resolution
Key information into agency's computer/automated systems and pulls reports as needed and as directed
Create resident inquiry tickets in Harmony and update case status daily
Maintains records, prepares reports and performs other necessary duties as required
Performs routine office tasks such as answering telephones, copying/scanning, preparing correspondence, mail processing and filing
Assists customers with inquiries specific to application status, required documentation, navigating CommonHelp, benefits and DSS programs and service eligibility
Ability to gather report facts; ability to read, understand interpret complex public assistance and policies/regulations
Interpreting and implementing Federal/State benefit programs regulations/guidelines
Referring customers to resources and services as needed
Respond to and manage complaints or escalations from internal and external customers
Performing other related duties as required
Qualification
Required
High School Diploma or GED
One year of experience in a call center or customer service environment
Considerable knowledge in Call center and customer service practices and requirements, standard equipment, standard office protocols and procedures and related City databases
Demonstrated skills in computer proficiency, date entry, telephone etiquette, oral communication and interpersonal communication, and researching
Demonstrated ability to multi-task, be patient, manage time effectively, problem solve, listen attentively, handle fast-paced and stressful situations, manage high call volumes, show empathy and diffuse inflamed situations
Preferred
Some college courses in a related field or applicable training courses are preferred
A minimum of two (2) years' experience working in human services or related environment
Bilingual experience is a plus
Microsoft Office experience is preferred
Customer Service experience is a plus
Knowledge of Social Services benefit and service programs is preferred
Benefits
Virginia Retirement System (VRS)
Language Incentive
Referral Bonus
Tuition Assistance Program
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
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Government Technology US
2025-10-31
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