Citizen Service Advisor Trainee
City of Norfolk, VA, Norfolk, VA, United States
Description
The City of Norfolk's Office of Citizen Services is seeking to hire Citizen Service Advisor Trainees for the Norfolk Cares Contact Center.
The City of Norfolk is committed to better municipal management and serving residents more effectively. The Office of Citizen Services utilizes data analytics and innovative strategies to enhance community engagement, improve service efficiency and boost citizen satisfaction.
The Norfolk Cares Center is an effective contact center that provides accurate, timely information and responses to citizen complaints, city processes and information related to services provided by the City. The contact center affords citizens the opportunity to report concerns and issues that affect the public health and safety of Norfolk citizens. The Citizen Service Advisor Trainee serves as a front‑line liaison for the City of Norfolk, affording residents, businesses and visitors the opportunity to have 1 Call to City Hall.
The Citizen Service Advisor Trainee will be responsible for answering and accurately routing incoming calls and requests from residents, businesses, and visitors.
Essential Functions
Respond to customer inquiries for information and service using an automated call distribution or electronic services system; respond to public information inquiries by telephone, computer, and/or mailings.
Follow division protocols and scripts, provide timely information on City services, policies, and practices in a courteous and effective manner; use applicable computer and customer interactive applications and other job‑related office equipment; meet quality standards for service.
Refer inquiries, or follow up as needed, to applicable City departments and agencies.
Perform administrative support work such as entering, updating, and editing customer service requests; determine appropriate processes; maintain clear and organized handwritten and/or electronic records.
Stay current regarding functions and operating procedures of City departments and agencies; maintain knowledge of the City’s website and the geography of the city and surrounding areas.
Work in cooperation with residents, businesses, visitors and city departments to improve the quality of life of Norfolk residents.
Mediating between parties concerning city services and providing resolution.
Refer unresolved issues to the agencies responsible for taking the necessary corrective action.
Educate citizens, businesses and visitors about city services.
Serve as a liaison between residents and City Hall: helping residents navigate City Departments.
Regular, reliable, and punctual attendance is a necessity for this position.
Education / Experience Work requires knowledge necessary to understand basic operational, technical, or office processes. Level of knowledge equivalent to four years of high school or equivalency.
No Experience Required.
The ideal candidate will possess the following knowledge, skills, and abilities:
Written comprehension – ability to understand written sentences and paragraphs.
Written expression – ability to use words or sentences in writing so that others will understand.
Problem sensitivity – ability to tell when something is wrong or is likely to go wrong. It includes being able to identify the whole problem as well as elements of the problem.
Deductive reasoning – ability to apply general rules to specific problems to produce logical answers.
Information ordering – ability to follow correctly a rule or set of rules or actions in a certain order. The rule or set of rules used must be given. The things or actions to be put in order can include numbers, letters, words, pictures, procedures, sentences and mathematical or logical operations.
Time sharing – ability to shift back and forth between two or more sources of information.
Judgment – ability to develop alternative courses of action in making decisions from logical assumptions that reflect factual information.
Behavioral flexibility – ability to modify one’s approach most effectively to meet the needs of the situation.
Receptive to constructive criticism with the ability to learn from feedback.
Proven ability to maintain high quality standards while handling multiple responsibilities.
Experience in Salesforce, Central Square, Harris Northstar, Duncan Solutions, Paylock, and Zephire.
Additional Information & Requirements Working Hours
Monday – Friday 7:55 am – 5:00 pm
Work Location
835 Glenrock Road Suite 220, Norfolk, VA 23502
(Remote Eligible)
This position is deemed essential which means staff will be required to work during inclement weather and emergencies.
Benefits Overview
Regular full‑time and permanent part‑time employees may receive paid holidays, vacation and sick leave, employer paid pension plan, basic life insurance, voluntary participation in medical and dental, Section 457 deferred compensation, long‑term disability, optional life insurance for self, spouse and children, medical and dependent care reimbursement plans, access to membership in credit union and employer provided parking.
Special project/grant employees generally eligible for the same benefits of regular full‑time employees; however, retirement, life insurance, and participation in health plans vary depending upon funding and authorization.
Temporary/seasonal and part‑time employees generally only eligible for employer provided parking and access to membership in credit union.
Retirement: if hired October 5, 2010 or after, required to contribute 5 % toward City of Norfolk Retirement System. If hired January 1, 2022 or after, required to contribute 5 % toward Virginia Retirement System.
The Tuition Assistance Program is established to encourage employees toward continued self‑development and education. Permanent full‑time and permanent part‑time classified, unclassified permanent, full‑time special projects, and constitutional employees who have completed six months continuous service will be eligible to apply.
Supplemental Questions
I understand and will answer the following supplemental questions completely and thoroughly.
If you were referred for this position by a current City of Norfolk employee, provide the employee’s full name, department, and job title, and your relationship to the employee. If not, please indicate by typing "N/A".
Please select the highest level of education you have completed:
High School Diploma/GED
Some College (6 months or more)
Vocational/Technical Degree
Associate's Degree
Bachelor's Degree
Master's Degree or higher
How many years of experience do you have working in a contact or call center environment?
How would you rate your proficiency in using Microsoft Teams?
Which programs do you have experience using?
How do you handle a busy, stressful period with lots of customers?
What are your strategies to ensure excellent customer service?
Tell us about a time when you received tough feedback from a supervisor or boss.
How do you prioritize your tasks when you have a lot on your plate?
Tell me about your most significant learning experience in the past five years. What made it so valuable?
The expected hiring salary for this position is $40,768.00. Are you willing to accept the position at this salary?
Do you have the legal right to work in the United States and, upon employment, can you provide documentation to verify this?
Please provide an explanation of any periods of unemployment that are 30 days or longer. Indicate N/A if you have not experienced any periods of unemployment.
Are you a current or previous City of Norfolk employee?
Please indicate your veteran status. (A copy of your long‑form DD‑214 may be required)
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The City of Norfolk is committed to better municipal management and serving residents more effectively. The Office of Citizen Services utilizes data analytics and innovative strategies to enhance community engagement, improve service efficiency and boost citizen satisfaction.
The Norfolk Cares Center is an effective contact center that provides accurate, timely information and responses to citizen complaints, city processes and information related to services provided by the City. The contact center affords citizens the opportunity to report concerns and issues that affect the public health and safety of Norfolk citizens. The Citizen Service Advisor Trainee serves as a front‑line liaison for the City of Norfolk, affording residents, businesses and visitors the opportunity to have 1 Call to City Hall.
The Citizen Service Advisor Trainee will be responsible for answering and accurately routing incoming calls and requests from residents, businesses, and visitors.
Essential Functions
Respond to customer inquiries for information and service using an automated call distribution or electronic services system; respond to public information inquiries by telephone, computer, and/or mailings.
Follow division protocols and scripts, provide timely information on City services, policies, and practices in a courteous and effective manner; use applicable computer and customer interactive applications and other job‑related office equipment; meet quality standards for service.
Refer inquiries, or follow up as needed, to applicable City departments and agencies.
Perform administrative support work such as entering, updating, and editing customer service requests; determine appropriate processes; maintain clear and organized handwritten and/or electronic records.
Stay current regarding functions and operating procedures of City departments and agencies; maintain knowledge of the City’s website and the geography of the city and surrounding areas.
Work in cooperation with residents, businesses, visitors and city departments to improve the quality of life of Norfolk residents.
Mediating between parties concerning city services and providing resolution.
Refer unresolved issues to the agencies responsible for taking the necessary corrective action.
Educate citizens, businesses and visitors about city services.
Serve as a liaison between residents and City Hall: helping residents navigate City Departments.
Regular, reliable, and punctual attendance is a necessity for this position.
Education / Experience Work requires knowledge necessary to understand basic operational, technical, or office processes. Level of knowledge equivalent to four years of high school or equivalency.
No Experience Required.
The ideal candidate will possess the following knowledge, skills, and abilities:
Written comprehension – ability to understand written sentences and paragraphs.
Written expression – ability to use words or sentences in writing so that others will understand.
Problem sensitivity – ability to tell when something is wrong or is likely to go wrong. It includes being able to identify the whole problem as well as elements of the problem.
Deductive reasoning – ability to apply general rules to specific problems to produce logical answers.
Information ordering – ability to follow correctly a rule or set of rules or actions in a certain order. The rule or set of rules used must be given. The things or actions to be put in order can include numbers, letters, words, pictures, procedures, sentences and mathematical or logical operations.
Time sharing – ability to shift back and forth between two or more sources of information.
Judgment – ability to develop alternative courses of action in making decisions from logical assumptions that reflect factual information.
Behavioral flexibility – ability to modify one’s approach most effectively to meet the needs of the situation.
Receptive to constructive criticism with the ability to learn from feedback.
Proven ability to maintain high quality standards while handling multiple responsibilities.
Experience in Salesforce, Central Square, Harris Northstar, Duncan Solutions, Paylock, and Zephire.
Additional Information & Requirements Working Hours
Monday – Friday 7:55 am – 5:00 pm
Work Location
835 Glenrock Road Suite 220, Norfolk, VA 23502
(Remote Eligible)
This position is deemed essential which means staff will be required to work during inclement weather and emergencies.
Benefits Overview
Regular full‑time and permanent part‑time employees may receive paid holidays, vacation and sick leave, employer paid pension plan, basic life insurance, voluntary participation in medical and dental, Section 457 deferred compensation, long‑term disability, optional life insurance for self, spouse and children, medical and dependent care reimbursement plans, access to membership in credit union and employer provided parking.
Special project/grant employees generally eligible for the same benefits of regular full‑time employees; however, retirement, life insurance, and participation in health plans vary depending upon funding and authorization.
Temporary/seasonal and part‑time employees generally only eligible for employer provided parking and access to membership in credit union.
Retirement: if hired October 5, 2010 or after, required to contribute 5 % toward City of Norfolk Retirement System. If hired January 1, 2022 or after, required to contribute 5 % toward Virginia Retirement System.
The Tuition Assistance Program is established to encourage employees toward continued self‑development and education. Permanent full‑time and permanent part‑time classified, unclassified permanent, full‑time special projects, and constitutional employees who have completed six months continuous service will be eligible to apply.
Supplemental Questions
I understand and will answer the following supplemental questions completely and thoroughly.
If you were referred for this position by a current City of Norfolk employee, provide the employee’s full name, department, and job title, and your relationship to the employee. If not, please indicate by typing "N/A".
Please select the highest level of education you have completed:
High School Diploma/GED
Some College (6 months or more)
Vocational/Technical Degree
Associate's Degree
Bachelor's Degree
Master's Degree or higher
How many years of experience do you have working in a contact or call center environment?
How would you rate your proficiency in using Microsoft Teams?
Which programs do you have experience using?
How do you handle a busy, stressful period with lots of customers?
What are your strategies to ensure excellent customer service?
Tell us about a time when you received tough feedback from a supervisor or boss.
How do you prioritize your tasks when you have a lot on your plate?
Tell me about your most significant learning experience in the past five years. What made it so valuable?
The expected hiring salary for this position is $40,768.00. Are you willing to accept the position at this salary?
Do you have the legal right to work in the United States and, upon employment, can you provide documentation to verify this?
Please provide an explanation of any periods of unemployment that are 30 days or longer. Indicate N/A if you have not experienced any periods of unemployment.
Are you a current or previous City of Norfolk employee?
Please indicate your veteran status. (A copy of your long‑form DD‑214 may be required)
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