Account Representative

DescriptionThe City of Norfolk's Department of Public Works is currently seeking an experienced Account Representative in the Towing and Recovery Division. The Account Representative will be responsible for assisting staff and providing customer service to the public. Work involves reviewing and processing information related to towed vehicles, directing tow-truck drivers to vehicle drop-off locations in the yard, operating digital cameras to photograph towed vehicles, processing various monetary transactions during vehicle pick-up with citizens, responding to inquiries from citizens regarding the status of their towed vehicles, and maintaining filing systems for payments, vouchers and payment verification.

Essential FunctionsEssential functions include but are not limited to: Processes information regarding towed vehicles by receiving a dispatch, verifies, and enters data into the computer, and completes a vehicle log sheet. Takes a photo of all immpounded vehicles. Dispatches calls to towing companies. Provides customer assistance by answering telephone calls, providing accurate data regarding the status of their vehicles, and updating vehicle information files. Interprets data per policies and regulations to generate appropriate financial or operational transactions. Performs financial duties by calculating fees and receiving cash, checks, or credit card payments.

Performs clerical duties by maintaining files, typing and mailing correspondence, and filing and updating the database. Education/ExperienceWork requires knowledge necessary to understand basic operational or technical office processes. Level of knowledge equivalent to four years of high school or equivalency. One year of inbound call center customer service experience. Additional Information & RequirementsWork Hours: Sunday-Saturday 8am-4: 30pm, 4pm-12: 30am or 12: 00am-8: 30am, schedule rotation40 hours per week.

Regular full-time and permanent part-time employees may receive paid holidays, vacation and sick leave, employer paid pension plan, basic life insurance, voluntary participation in medical and dental, Section 457 deferred compensation, long-term disability, optional life insurance for self, spouse and children, medical and dependent care reimbursement plans, access to membership in credit union and employer provided parking. Special project/grant employees are generally eligible for the same benefits of regular full-time employees; however, retirement, life insurance and participation in health plans vary depending upon funding and authorization.

Temporary/seasonal and part-time employees are generally only eligible for employer provided parking and access to membership in credit union. RetirementIf you are hired October 5, 2010, or after to a position with City of Norfolk Retirement System benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction. If you are hired January 1, 2022, or after to a position with Virginia Retirement System (VRS) benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction.

The Tuition Assistance Program is established to encourage employees toward continued self-development and education. Permanent full-time and permanent part-time classified, unclassified permanent, full-time special projects, and constitutional employees who have completed six months continuous service will be eligible to apply. The applicant’s school of enrollment must be an accredited institution. NoteThe benefits described above are broad generalizations. The specific benefits that an employee may be eligible for are governed by City regulations, as applicable to job type. Non-CityPositions listed with a job type designation of "Non-City" are not subject to the benefits descriptions above.

Refer to the content of the job posting for information regarding these positions. 01The following Supplemental Questions are specific to the position for which you have applied to assist the hiring manager in screening applications for specific experience being sought. Please be specific in answering these questions as they will be used to evaluate which applications will be given further consideration in the process. Do not answer "see resume" or "see application" as these are not valid answers.

Please note that if you are invited to be interviewed by the department, your responses to the following questions may be subject to verification. I understand and will answer the following supplemental questions completely and thoroughly.

02Are you a current or previous City of Norfolk employee?Yes - I am a current City of Norfolk EmployeeYes - I am a previous City of Norfolk EmployeeNo - I am not a previous or current City of Norfolk employee03If you were referred for this position by a current City of Norfolk employee, please provide the employee's full name, department, and job title. If not, please indicate by typing "N/A. "04Please provide an explanation of any periods of unemployment that are 30 days or longer. Indicate N/A if you have not experienced any periods of unemployment.

05How many years of experience do you have in customer service?No experienceLess than a year1-3 years3-5 yearsMore than 5 years06Please describe your experience in customer service. Please ensure this information is referenced above in your work history. If you have no customer service experience, please type N/A. 07How many years of experience do you have in general office work?No experienceLess than a year1-3 years3-5 yearsMore than 5 years08Please describe your experience processing various types of monetary transactions, including the type and average amount.

If you do not have expertise in processing financial transactions, please type N/A. 09Do you have experience operating digital cameras?YesNo10Do you have experience operating a handheld radio?YesNo11This position requires the ability to work with computers. Please describe your computer software usage experience. If no experience, type N/A. 12We are Alpha Personnel, working through inclement weather. Will you be able to meet this requirement?YesNo13This position requires the ability to work rotating shifts due to a 24-hour, 7-day operational schedule.

In addition, the position requires the ability to report to work if a staff member calls in. Are you able and willing to accept this work requirement?YesNo14Please indicate your veteran status. (A copy of your long form DD-214 may be required)I am not a VeteranI am a VeteranI am a Disabled Veteran Required Question