Customer Service Representative

We are looking for a Customer Service Representative to support a local government organization serving the Richmond, Virginia community. This Long-term Contract position focuses on delivering courteous, accurate assistance to residents and stakeholders by helping them access public services and understand available programs. The ideal candidate brings a service-minded approach, strong communication skills, and the ability to manage inquiries with professionalism and care.

Responsibilities:

• Respond to resident and stakeholder questions by phone and other service channels, providing clear guidance on public programs, services, and policies.
• Help individuals understand application steps, required documentation, and service procedures to create a smooth and positive customer experience.
• Coordinate with internal departments to gather accurate updates and ensure timely follow-up on questions, concerns, and service requests.
• Maintain current knowledge of agency offerings, community resources, and operational processes in order to deliver reliable information.
• Document customer interactions, service requests, and outcomes accurately within applicable systems and records.
• Handle sensitive or confidential information responsibly while maintaining professionalism in every interaction.
• Support both inbound and outbound communication needs, including follow-ups related to service requests or unresolved issues.
• Previous experience in customer service, call center support, or a public-facing service environment.
• Strong verbal and written communication skills with the ability to explain information clearly and respectfully.
• Demonstrated problem-solving ability and careful attention to detail when handling requests and records.
• Ability to manage confidential information with sound judgment and discretion.
• Proficiency with standard computer applications and the ability to learn new software or service platforms quickly.
• Comfortable handling a high volume of inbound calls and customer inquiries in a structured environment.
• Availability to work regular business hours, with flexibility for occasional evening or weekend support as needed.