Treasurer'S Office, Customer Service Representative

Salary: $53,476.80 - $82,908.80 Annually

Location : Arlington, VA

Job Type: Full-Time Permanent

Job Number: 4823-24H-TRS-WJ

Department: Office of the Treasurer

Division: TRS Operations Division

Opening Date: 05/17/2024

Closing Date: 5/30/2024 11:59 PM Eastern

Position Information

The is seeking a full-time Customer Service Representative for its Operations Division. This position will perform a variety of front-line customer service, technical, and administrative duties in support of the Division. The Treasurer's Office serves an ethnically and culturally diverse population that includes many Spanish-speaking clients for whom English is a second language.

Specific Duties Include:
Answering customer questions and resolving issues in person, by email, or over the phone in a call center environment;
Troubleshooting online payment issues;
Assisting customers who are using the Customer Assessment and Payment Portal (CAPP) to manage their tax accounts;
Researching and resolving issues with taxpayer accounts;
Retrieving, maintaining, preparing, and/or verifying data;
Issuing County dog licenses;
Referring customers to other County and/or State agencies;
Cashiering on a periodic basis;
Investigating and resolving returned tax bills; and
Performing other duties as assigned.
The ideal candidate will demonstrate effective verbal and written communication skills, flexibility, sensitivity, self-motivation, time-management skills, empathy for customers, and the ability to remain professional and calm in a high-volume, fast-paced customer service environment. This position requires the ability to multitask and alternate between in-person counter duties and back-office desk duties as needed. The candidate must be adept with technology and with using multiple complex systems at the same time, while eliciting, understanding and advocating for customer needs.
Selection Criteria

Minimum: Completion of the requirement for graduation from a standard senior high school or vocational school, a GED certificate, or the equivalent; and
Two years of administrative support experience that includes working directly with the public in a retail, financial services, or similar customer service environment.
Substitution: Additional education may be substituted for the experience requirement.

Desirables: Preference may be given to candidates with one or more of the following: Bilingual proficiency (English and Spanish);
Experience using a wide range of software programs, specifically Microsoft Office Suite or similar software; and/or
Experience working directly with the public explaining policies, procedures and/or tax regulations to customers.

Special Requirements

Background Check: A pre-hire background check will be made on all candidates selected for employment. It may include checks of the following: criminal record, driving record, education, professional licensure, and credit history. You may be required to sign a release authorizing the County to obtain your background information.
Additional Information

The pay ranges listed above are effective June 30, 2024.

Work Hours: 8:00 a.m. - 5:00 p.m., Monday through Friday. This is not a remote opportunity. Employees are expected to be in the office full time.

The official title for this position is Treasury Specialist II.

Your responses to the Supplemental Questionnaire are considered part of the selection process. Please do not enter "see resume" as a response to the questions.

Each section of the application must be completed. A resume may be attached; however, it will not substitute for the completed application. Incomplete applications will not be considered.

All Treasury Specialist II's are eligible for County government employee benefits that include health, dental, vacation and sick leave, commuter transportation subsidies, tuition reimbursement, as well as a generous retirement plan.

For more information on Arlington County's generous benefits and retirement plan, click here.

Arlington County is committed to advancing diversity, equity, access, and inclusion across all our services, activities, and programs. Learn more about our commitment.

#LI-Onsite

Applicants who have questions or need assistance with the application may telephone (703) 228-3500 or visit the Human Resources Department. Our staff will be happy to work with you to enter your application into the system. Public access computers are available at all County Libraries, and in the Human Resources Department.

The examination process for this position may include: (1) training and experience evaluation; (2) written and oral examination; (3) personal interview; (4) performance test/work sample; and/or (5) physical examination.

Applicants with disabilities may request reasonable accommodation during the application or selection process. Please call the ADA Coordinator at ******** (voice) or email .

Eligibility for Arlington County Government employee benefits depends on your position type (permanent or temporary) and your status (full-time or part-time).

More detailed information on benefits and conditions of employment is available on the Arlington County Human Resources Department website: www.arlingtonva.us/pers.

Permanent, Full-Time Appointments
All jobs are permanent, full-time appointments unless otherwise stated in the announcement. The following benefits are available:

Paid Leave: Vacation leave is earned at the rate of five hours biweekly. Leave accrual increases gradually until eight hours of leave are earned biweekly for twelve or more years of service. Sick leave is earned at the rate of four hours biweekly. Paid parental and family leave benefits are also offered. Leave is pro-rated for part-time employees.

Holidays: There are eleven paid fixed holidays each year, as well as two floating holidays. Initial allotment of floating holidays may vary based on when you are hired.

Health and Dental Insurance: Four group health insurance plans are offered - a health maintenance organization, two plans with in-network only coverage, and a high-deductible plan with in and out-of-network coveerage, along with a Health Savings Account (HSA). Group dental insurance is also offered, with two options for coverage. The County pays a significant portion of the premium for these plans for employees and their dependents. The County also contributes to the HSA.

Life Insurance: Basic life insurance is provided at no cost to employees. The benefit is one times annual salary. Additional life insurance may be purchased for yourself, spouse, and/or children.

Retirement: The County retirement program is made up of three parts: a defined benefit (pension) plan, a defined contribution plan (401(a)), and a deferred compensation plan (457). The defined benefit plan provides a monthly retirement benefit based on your final average salary and years of service with the County. You contribute a portion of your salary on a pre-tax basis to this plan. General employees contribute 4% of pay; uniformed public safety employees contribute 7.5% of pay. The County also contributes to this plan. Employees become vested in the plan at five years of service.

For general employees, the County also contributes 4.2% of pay to a defined contribution plan (401(a)). The 457 deferred compensation plan allows you to save for retirement on either a pre-tax (457b) or post-tax (457 Roth) basis up to the IRS annual limit. New employees are automatically enrolled with a pre-tax contribution equal to 2% of your pay. A variety of investment options are available for the 401(a) and 457 plans.

Other Benefits: The County also offers health care, dependent care, and parking flexible spending accounts; adoption assistance, tuition reimbursement; transit and walk/bike to work subsidies; a college savings plan; wellness programs; training opportunities; and a variety of other benefits.

Permanent, Part-Time Appointments:
Part-time employees who work ten or more hours per week receive paid leave and benefits in proportion to the number of hours worked per week.

Limited Term Appointments:
Benefits are the same as permanent appointments except that the employees do not achieve permanent status.

Temporary Regular Appointments:
Temporary regular employees who work 30 hours or more per week are eligible for health, dental, and basic life insurance as described above. They are also eligible for vacation, sick leave, and paid holidays.

Temporary Seasonal and Occasional Appointments:
Temporary employees who work on a seasonal basis or variable hours receive sick leave, but do not normally receive other paid leave or benefits. Exceptions are noted in individual announcements.

01

Describe your experience working directly with the public explaining policies and/or regulations to customers (in 100 words or less).

02

Tell us why local taxes and their timely collection are important to a community (in 100 words or less).

Required Question