Treasurer's Office - Customer Service Representative

IMPORTANT NOTICE: Arlington County requires all applicants to thoroughly complete each section of the application, including prior job responsibilities, duties, and supplemental questions. While you may attach a resume, it will not replace a completed application. Incomplete applications will not be considered.

The Arlington County Treasurer's Office 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.

Major Job Duties:

• Answering customer questions and resolving issues in person, by email, or over the phone in a call center environment;
• Assisting customers who are using the Customer Assessment and Payment Portal (CAPP) to manage their tax accounts, including troubleshooting online payment issues;
• Researching and resolving issues with taxpayer accounts;
• Retrieving and verifying data to maintain organized and accurate internal records;
• Preparing and updating data to support operational workflows;
• Issuing County dog licenses;
• Referring customers to other County and/or State agencies as necessary;
• 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, 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.

Minimum Qualifications:

• High School Diploma/GED, or equivalent; and
• Considerable experience ​(two years) in an administrative support position ​performing responsible activities in programs similar to those in the Treasurer's Office, such as cash handling and working directly with the public in a retail, financial services, or similar customer service environment.

Substitution(s): Additional education may be substituted for the experience requirement.

Desirable Qualifications: Preference may be given to applicants with experience in 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-employment criminal records check will be conducted. It will include checks of the following: criminal record, driving record, education, professional licensure, and credit history. You will be required to sign a release authorizing the County to obtain your background information.

Please complete each section of the application including the supplemental questions. Your responses to the supplemental questions are required because they provide us with specific information necessary to evaluate your qualifications for this position. These responses are considered part of the selection process. A resume may be attached; however, it will not substitute for a completed application. Incomplete applications will not be considered. Please do not write "see resume" as a response to the questions.  

Additional Information

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

The official title of this position is: Treasury Specialist II

All positions within the Treasurer’s Office are Non-Bargaining (NB).

This position is 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.

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