Senior Client Services Specialist - INTERNAL APPLICANTS ONLY
City of Roanoke, Virginia, Virginia, MN, United States
The City of Roanoke is seeking a Senior Client Services Specialist to be responsible for performing independently an advanced level of office support activities that require knowledge of Benefit Programs, office and administrative practices, and policies and procedures; serves as lead worker and provides guidance and training to other support staff; assigns and schedules work in supervisor's absence; handles difficult client complaints; performs work in the state system including research and screening applicants, indexing and associating cases, scheduling appointments for clients, and file clearing; scans documents in the document management imaging system; monitors assignment and visitor logs; screens applications for expedited SNAP and emergency services; composes correspondence; handles organization of files including purging according to State retention schedules; extracts inventory, statistical or fiscal data from various systems and compiles informational reports. Proficiency in computer skills such as keyboarding and programs including Microsoft Office Suite; ability to work in various state computer systems; Associates degree (A.A.) or equivalent from two-year college or technical school; six months to one year related experience and/or training; or equivalent combination of education and experience. Bilingual, Spanish/English speakers encouraged to apply.
The City of Roanoke is an Equal Employment Opportunity/AA/M/F/Disability Employer.
To elevate the performance of the organization, we are committed to respecting, celebrating, and embracing the collective mixture of differences and similarities between our employees as a rich tapestry. Our behaviors will demonstrate open communication, and we will seek opportunities to learn, recognizing and rewarding actions that promote acceptance while suspending judgment. By doing this, we will foster an inclusive, open work environment that delivers excellent service and creates a more vibrant and inviting community.
This is a non-exempt position.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Serves as lead worker and provides guidance and training to other unit staff
Assigns and schedules work in supervisor's absence
Directs the flow of work as needed based on demand
Handles difficult customer complaints in person and by telephone
Extracts inventory, statistical or fiscal data in a variety of formats from various systems and compiles information reports
Performs research and screens applicants activity in various computer systems
Provides information to customers regarding programs, policies and rules of the department; handles inquiries from others regarding services
Scans documents using document imaging system and performs quality assurance on each image to ensure completeness and readability
Performs indexing procedures on scanned documents to associate with correct client/case ID in VaCMS system
Sets appointments using VaCMS scheduler system and creates appointment letters
Monitors and updates electronic assignment logs and visitor logs
Assigns applications to appropriate staff using electronic assignment system
Performs file clearance and case association on applications for public assistance programs
Screens applications for expedited SNAP services and emergency services
Screens and assigns transfer‑in cases from other localities; transfers ongoing cases to other localities
Composes correspondence, memos, and/or forms
Contacts customers and/or vendors to obtain or verify information
Sets‑up and organizes files, purges files and other records in accordance with state retention schedules
SUPERVISORY RESPONSIBILITIES This job has no supervisory responsibilities.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE Associates degree (A.A.) or equivalent from two‑year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
LANGUAGE SKILLS Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.
REASONING ABILITY Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in a written, oral, diagram, or schedule form.
CERTIFICATES, LICENSES, REGISTRATIONS None.
SPECIAL REQUIREMENTS None.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand and walk. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include ability to adjust focus.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
This is a job description and not an individualized position description. A job description defines the general character and scope of duties and responsibilities of all positions in a job classification, but it is not intended to describe and does not necessarily list the essential job functions for a given position in a classification.
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The City of Roanoke is an Equal Employment Opportunity/AA/M/F/Disability Employer.
To elevate the performance of the organization, we are committed to respecting, celebrating, and embracing the collective mixture of differences and similarities between our employees as a rich tapestry. Our behaviors will demonstrate open communication, and we will seek opportunities to learn, recognizing and rewarding actions that promote acceptance while suspending judgment. By doing this, we will foster an inclusive, open work environment that delivers excellent service and creates a more vibrant and inviting community.
This is a non-exempt position.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Serves as lead worker and provides guidance and training to other unit staff
Assigns and schedules work in supervisor's absence
Directs the flow of work as needed based on demand
Handles difficult customer complaints in person and by telephone
Extracts inventory, statistical or fiscal data in a variety of formats from various systems and compiles information reports
Performs research and screens applicants activity in various computer systems
Provides information to customers regarding programs, policies and rules of the department; handles inquiries from others regarding services
Scans documents using document imaging system and performs quality assurance on each image to ensure completeness and readability
Performs indexing procedures on scanned documents to associate with correct client/case ID in VaCMS system
Sets appointments using VaCMS scheduler system and creates appointment letters
Monitors and updates electronic assignment logs and visitor logs
Assigns applications to appropriate staff using electronic assignment system
Performs file clearance and case association on applications for public assistance programs
Screens applications for expedited SNAP services and emergency services
Screens and assigns transfer‑in cases from other localities; transfers ongoing cases to other localities
Composes correspondence, memos, and/or forms
Contacts customers and/or vendors to obtain or verify information
Sets‑up and organizes files, purges files and other records in accordance with state retention schedules
SUPERVISORY RESPONSIBILITIES This job has no supervisory responsibilities.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE Associates degree (A.A.) or equivalent from two‑year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
LANGUAGE SKILLS Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.
REASONING ABILITY Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in a written, oral, diagram, or schedule form.
CERTIFICATES, LICENSES, REGISTRATIONS None.
SPECIAL REQUIREMENTS None.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand and walk. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include ability to adjust focus.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
This is a job description and not an individualized position description. A job description defines the general character and scope of duties and responsibilities of all positions in a job classification, but it is not intended to describe and does not necessarily list the essential job functions for a given position in a classification.
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