Customer Service Representative (CAT)

Print (https://www.governmentjobs.com/careers/charlottesville/jobs/newprint/4797573)

Apply



Customer Service Representative (CAT)

Salary

$39,769.60 - $47,881.60 Annually

Location

Charlottesville, VA

Job Type

Regular Full-Time

Job Number

240600020-1

Department

Charlottesville Area Transit (CAT)

Division

Transit Operations

Opening Date

01/17/2025

Closing Date

1/31/2025 5:00 PM Eastern

Bargaining Unit

N/A

• Description

• Benefits

• Questions

General Summary

Help support Charlottesville Area Transit in providing dependable, efficient, and safe transportation service. Charlottesville Area Transit is seeking candidates for the Customer Service Representative who are highly motivated and strive for success by demonstrating Charlottesville's Core Values of Commitment, Integrity, Respect, Innovation, and Collaboration.

The preferred hiring range for this position is between $19.12 - $23.02 Hourly ( $39,769.60 - $47,881.60 Annually .) Starting offer is based on applicable education, experience, and internal equity. This is a full-time, non-exempt, position which provides excellent benefits including 13 paid holidays plus 1 floating holiday, paid vacation and sick leave, health insurance options with employer contribution, employer-paid life insurance, City's retirement options, gym membership reimbursement, tuition reimbursement, and continuing education/training opportunities.

• For a general summary of benefits offered by the City, please click the 'benefits' tab on this posting, or visit https://www.charlottesville.gov/1047/Employee-Benefits.

• The City of Charlottesville manages its own retirement system and does not participate in VRS, however the City has a Portability Agreement with VRS and there are certain provisions that must be met. For questions pertaining to the Portability Agreement, please contact the City's Benefits Administrator at 434-970-3462.

  The CAT Customer Service Representative will primarily be assigned to the Downtown Transit Station (DTS) and assigned shifts which could include days, nights and/or weekends. This position performs responsible skilled clerical work involving customer service and the preparation and/or maintenance of fiscal or related records; does related work as required. Primarily and most frequently the work done here is under general supervision, with related functional areas and more advanced applications. Work is performed under regular supervision.

To learn more about the department please visit: https://www.charlottesville.gov/470/Transit

Essential Responsibilities and Duties

• Receives customer inquiries in person and by telephone, searches out information, prepares work orders;

• Handles account inquiries;

• Prepares applications and bills for accounts;

• Gathers, assembles, tabulates, checks and files financial data;

• Posts, checks, balances, updates and adjusts routine financial data;

• Checks invoices, maintains varied financial and statistical records and compiles reports;

• Prepares service orders, requisitions and correspondence;

• Operates computer in updating customer account information;

• Files various account transaction documents;

• Searches documents for errors;

• Collates, sorts and compiles account data in accordance with procedures;

• Operates computer, calculator and other standard office equipment incident to maintaining records;

• Researches account information;

• Performs functions according to City, State, and Federal laws and guidelines;

• Depending on assignment, may search out and collect information from clients to understand needs and refers or schedules appointments for clients with community partners/programs, may research client account and application information to provide assistance with resource navigation for employment related services and solutions to employment barriers.

• Performs related tasks as required.

Education, Experience and Skills

Minimum Qualifications:

• High School diploma or GED equivalency required.

• Possession of a valid appropriate driver's permit issued by the Commonwealth of Virginia ( To view our driving eligibility requirements, visit https://www.charlottesville.gov/faq.aspx?qid=166 ).

• Flexible schedule may be required.

  Preferred Qualifications:

• Supplemental courses or education in relevant area preferred.

• Customer service or office/administrative experience preferred.

  Skills: General knowledge of customer service methods, procedures and equipment; general knowledge of standard office procedures, practices and equipment; general knowledge departmental procedures, billing, collecting and adjustments, customer service basic principles; Ability to understand and follow oral and written directions; ability to establish and follow detailed work procedures; ability to perform mathematical computations with speed and accuracy; skill to use a variety of office machines; computer skills and data entry abilities; ability to get along well with citizens and customers. V erbal communication, active listening, relationship-building, and understanding of the resources available in the community.

Physical Conditions & Additional Information

Standard work environment.

The City of Charlottesville is an Equal Opportunity Employer and supports workforce diversity at all levels of the organization. The City prohibits discrimination on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by federal, state or local laws. The City is dedicated to this with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, and general treatment during employment.

Requests for reasonable accommodation by individuals with disabilities may be requested by contacting Human Resources at (434) 970-3490 or hr@charlottesville.gov.

The City of Charlottesville conducts job related background checks, reference checks, and pre-employment drug tests, in accordance with federal, state, and local law, of applicants who reach the final stages of the employment selection process. The City’s policy has not changed because of the decriminalization of marijuana in the Commonwealth of Virginia. Marijuana remains an illegal drug under federal law, and it continues to be a violation of the US Department of Transportation regulations and the City’s policy prohibiting employees from testing positive for marijuana.

SUMMARY OF EMPLOYEE BENEFITS

Updated July 1, 2022

Benefits cited represent those for regular 40-hour employees and may differ for Management Level, Part-Time, and/or Library positions. Long-term temporary employees are eligible for all benefits except retirement. Interns, temporary, seasonal, substitute, and relief employees are not eligible for benefits.

1. LEAVE:

• Vacation:

• 3.09 hours accrued biweekly -- 0 - <3 years

• 3.85 hours accrued biweekly -- 3 - <5 years

• 4.62 hours accrued biweekly -- 5 - <10 years

• 5.40 hours accrued biweekly -- 10 - <15 years

• 6.16 hours accrued biweekly -- 15 - <20 years

• 6.93 hours accrued biweekly -- 20 - <25 years

• 7.70 hours accrued biweekly -- 25+ years

• Sick:

• 4.62 hours per biweekly pay period, approximately 120 hours a years, no limit on accumulation

• Holidays:

• 14 paid holidays per calendar year (13 observed and 1 floating)

2. INSURANCE:

• Aetna Medical –

• Choose from three options with different premiums and levels of coverage and coverage is effective on the first of the month following date of hire:

• HMO: $0 premium for employee only coverage

• POS 1: Employee-only premium of $36.28 per biweekly pay

• POS 2: Employee-only premium of $13.02 per biweekly pay

• (Dependent coverage is available but the cost of the premium is not subsidized.)

• Prescription Card ($10 generic, $30 lower cost name brand, $55 higher cost name brand)

• Mail Order Maintenance Prescription Drug Program ($20 generic, $60 lower cost name brand, $110 higher cost brand)

• Dental (Delta Dental)

• No cost for employee only coverage. Dependent coverage is available but the cost of the premium is not subsidized.

• Diagnosis and Preventive -- 100% of allowable charge; Basic Dental Care - 80%; Major Dental Care - 50%

• Primary -- $50 deductible, 80/20

• Prosthetic & Complex Restorative -- $50 deductible, 50/50

• $1,500 maximum annual benefit

• $1,000 Orthodontic Benefit

• MetLife Vision Plan: Optional

• Employee only coverage: $2.50 bi-weekly; Dependent coverage also available at differing rates.

• Eye health exam, dilatation, prescription and refraction of glasses covered after $10 co-pay;

• $130 allowance for frames, after co-pay, plus additional discounts where accepted.

• Life:

• Two times annual salary (paid by the City)

• Optional supplemental life available for employee, spouse, dependents (paid by employee)

• AFLAC: Optional

• Cancer/accident/short term disability/intensive care insurance (paid by employee)

• Long Term Disability

• Protection from income loss due to long-term illness or injury (paid by the City)

3. RETIREMENT: The City of Charlottesville manages its own retirement system and does not participate in VRS, however the City has a Portability Agreement with VRS. There are certain provisions that must be met and the portability request must be executed within 18 months of vesting in the City's Plan.

• Pension:

• Choose from two options:

• A Defined Benefit Pension plan pays a monthly benefit in retirement using a defined formula based on the employee's earnings history, tenure of service, and age. Our plan has a 5 year vesting period and an employee contribution of 5% of salary.

• A Defined Contribution 401a plan in which fixed contributions are paid into an individual's account by the employer, the contributions are invested, returns (positive or negative) are credited to the account, and the account balance is used to provide retirement benefits. The vesting schedule for our 401a plan is 33% after one year of service, 67% after two years of service, and 100% after three years of service. There is no required contribution from salary. (Note that: the Defined Contribution retirement plan is the only plan available for Library employees)

• Supplemental:

• Deferred Compensation (457) - employee contribution

4. OTHER BENEFITS:

• Flexible Spending Accounts:

• Health Care Expenses

• Dependent Care Expenses

• Parking/Mass Transit Expenses

• Parking Subsidy of $50 per month

• Wellness Programs:

• Gym Reimbursement Program

• Monthly On-Site Nurse and Annual Flu Shots

• Health Screenings and Fairs, Education Sessions, & Weekly Fitness Classes

• Weight Watchers at Work

• Bike Commuter Program:

• Reimbursement of up to $20 per month for reasonable bike commuting expenses

• Employee Assistance Program:

• A variety of confidential, personal professional services for you and your family available 24 hours a day.

• Tuition Reimbursement Program:

• Up to $1,500 for undergraduate OR Up to $3,000 for graduate level tuition per fiscal year per employee.

  01

  Do you possess a High School Diploma or GED equivalency?

• Yes

• No

  02

  Please indicate your level of experience working in a customer service or office/administrative environment.

• No experience.

• Less than one year.

• One to less than three years.

• three to less than five years.

• Fives years or greater.

  03

  This position requires driving to perform essential job duties and requires a valid driver's license. The candidate selected for this position must meet the driver eligibility requirements of the City and must provide a certified copy of their DMV driving record. Do you possess a valid driver's license and are you willing to provide a certified copy of your DMV driving record, if selected as a finalist, for the City to confirm your driving eligibility?

• Yes; I possess a valid driver's license and am willing to provide a certified copy of my DMV driving record.

• No; However, I am willing and able to obtain a valid driver's license and am willing to provide a certified copy of my DMV driving record.

• No; I do not have a valid driver's license, nor am I willing or able to obtain one, and/or am not willing to provide a certified copy of my DMV driving record.

  04

  Please list any supplemental courses or education relevant to the position you are applying for. If none, please write 'None

  05

  To be considered, qualifying education and experience, including City of Charlottesville employment, must be clearly documented in the education, work history, and additional information sections of the employment application. Resumes can be attached but should not be used as a substitute for the required information on the application. I understand that an attached resume may not be accepted in place of a completed employment application and that my qualifications should be stated on the employment application itself.

• Yes

• No

  06

  I certify that the information above is true and correct, and I certify that it can be verified with reference to the information in my basic application. I understand that my application may be rejected if the responses to supplemental questions do not match my basic application.

• Yes

• No

  Required Question

Agency

City of Charlottesville

Address

P. O. Box 911 605 East Main Street Charlottesville, Virginia, 22902

Phone

(434) 970-3490

Website

http://www.charlottesville.gov/jobs