Chesterfield County Is Hiring A Bilingual Customer Service Representative

Customer Service & Bilingual Support Specialist

A dynamic role requiring excellent bilingual communication skills to serve a diverse customer base, ensuring seamless utility services and support in both English and Spanish.

Minimum Qualifications 🌟

• Education: High school diploma or GED; college courses in accounting, business, or related fields preferred.
• Experience: At least one year of customer service experience in a call center environment or an equivalent combination of training and experience.
• Languages: Fluency in English and Spanish (reading, writing, and speaking) is mandatory.
• Skills:
  • Ability to multitask and work efficiently under stressful and demanding situations.
  • Strong oral and written bilingual communication skills.
  • Excellent typing skills with speed and accuracy.
  • Effective problem-solving and resolution skills with the public.
  • Proficiency in PC applications including Word, Excel, and Outlook.
  • Ability to demonstrate language proficiency through a third-party assessment (paid by the county).
• Additional Requirements: Pre-employment drug testing, FBI criminal background check, and education/degree verification.

Note: The successful candidate will receive a 5% salary increase above the advertised starting salary due to bilingual proficiency.

Key Duties & Responsibilities 🎯

• Serve as the initial point of contact for visitors at the Utilities Department, providing in-person assistance.
• Offer customer support to a diverse population, primarily in English and Spanish.
• Provide information, research basic issues, process routine payments, and make account arrangements.
• Address inquiries and resolve customer complaints efficiently.
• Explain policies and procedures in both languages to ensure customer understanding.
• Utilize bilingual skills extensively to assist Spanish-speaking customers and translate information as needed.
• Interpret information in person, over the phone, via email, or other written communication channels.
• Translate documents, correspondence, and customer information for staff and customers.
• Communicate with Spanish-speaking customers on request from team members through various communication methods.
• Assist with new connections, disconnections, billing questions, charge inquiries, and support online/IVR payments.
• Investigate accounts and consumption histories to resolve issues.
• Perform additional duties as required to support department operations.

This position is part of an approved Career Development Plan (CDP) with opportunities for growth and salary incentives based on performance, qualifications, and available funding.

Work Schedule & Location 🏢

• Shift: Monday - Friday; with Monday shifts of 8 hours, or Tuesday through Friday shifts of 5 hours.
• Location: Utilities Department