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Citizen Service Advisor Trainee

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Citizen Service Advisor Trainee

Salary

$40,687.92 Annually

Location

VA 23502, VA

Job Type

Permanent Full-time

Remote Employment

Flexible/Hybrid

Job Number

13220

Department

City Manager - Citizen Services

Opening Date

07/10/2025

Closing Date

7/20/2025 11:59 PM Eastern

+ Description

+ Benefits

+ Questions

Description

The City of Norfolk Office of Citizen Services is seeking to hire a Citizen Service Advisor Trainee for the Norfolk Cares Contact Center. The Citizen Service Advisor Trainee will be responsible for answering and accurately routing incoming calls and requests from residents, businesses, and visitors.

The City of Norfolk is committed to better municipal management and serving residents more effectively. The Office of Citizen Services, utilizes data analytics and innovative strategies to enhance community engagement, improve service efficiency and boost citizen satisfaction. The Norfolk Cares Center is an effective contact center that provides accurate, timely information and responses to citizen complaints, city processes and information related to services provided by the City. The contact center affords citizens the opportunity to report concerns and issues that affect the public health and the safety of Norfolk Citizens. The Citizen Service Advisor Trainee serves as a front-line liaison for the City of Norfolk affording residents, businesses and visitors the opportunity to have 1 Call to City Hall.

Norfolk, Virginia is America's most authentic and urban waterfront city. Home to the world's largest naval station and the business, arts, and cultural center of Coastal Virginia, Norfolk has been rated a top place to live, work, play, and raise a family by numerous publications. Working for the City of Norfolk is an opportunity to make a real difference in the lives of others. With our commitment to competitive pay and a strong retirement package, you can do good for your community and do well for yourself. Join a caring workplace that proudly celebrates uniqueness, authenticity, and a shared commitment to improving the lives of our residents.

Department Hiring Salary: $40,687.92

Essential Functions

The essential functions of this position include the following:

+ Responding to customer inquiries for information and service using an automated call distribution or electronic services system; responds to public information inquiries by telephone, computer, and/or mailings.

+ Following division protocols and scripts to provide timely information on City services, policies, and practices in a courteous and effective manner; uses applicable computer and customer interactive applications and other job-related office equipment; meets quality standards for service.

+ Referring inquiries, or follows up, as needed, to applicable City departments and agencies.

+ Performing administrative support work such as entering, updating, and editing customer service requests; determines appropriate processes to be used; maintains clear and organized handwritten and/or electronic records.

+ Keeping current regarding the functions and operating procedures of City departments and agencies; maintains knowledge of the City's website, and geography of the city and surrounding areas.

+ Working in cooperation with interested residents, businesses, visitors and city departments to improve the quality of life of Norfolk residents

+ Mediating between parties concerning city services and providing resolution

+ Referring unresolved issues to the agencies responsible for taking the necessary corrective action

+ Educating citizens, businesses and visitors about city services

+ Serves as a liaison between residents and City Hall: helping residents navigate City Departments

Education/Experience

Work requires knowledge necessary to understand basic operational, technical, or office processes. Level of knowledge equivalent to four years of high school or equivalency.

The ideal candidate will possess the following knowledge, skills, and abilities:

+ Written Comprehension- ability to understand written sentences and paragraphs.

+ Written Expression- ability to use words or sentences in writing so that others will understand.

+ Problem Sensitivity- ability to tell when something is wrong or is likely to go wrong. It includes being able to identify the whole problem as well as elements of the problem.

+ Deductive Reasoning- ability to apply general rules to specific problems to come up with logical answers.

+ Information Ordering- ability to follow correctly a rule or set of rules or actions in a certain order. The rule or set of rules used must be given. The things or actions to be put in order can include numbers, letters, words, pictures, procedures, sentences and mathematical or logical operations.

+ Time Sharing- ability to shift back and forth between two or more sources of information.

+ Judgment- ability to develop alternative courses of action in making decisions from logical assumptions that reflect factual information.

+ Behavioral Flexibility- ability to modify one’s approach to most effectively meet the needs of the situation.

+ Receptive to constructive criticism with the ability to learn from feedback

+ Proven ability to maintain high quality standards while handling multiple responsibilities

Additional Information & Requirements

Work Hours: (8) hour shift to accommodate the Norfolk Care Center’s business hours of 7:55 a.m. to 5:00 p.m. Monday - Friday. Regular, reliable, and punctual attendance is an essential function of the job. This position is an Essential position which requires attendance during emergencies, delayed City openings, and special weather events

+ 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.

+ Retirement

If 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.

NOTE:

The 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-City

Positions 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.

01

The 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.

02

Are you a current City of Norfolk employee?

+ Yes

+ No

03

If 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."

04

How would you rate your proficiency in using Microsoft Teams?

+ No Experience

+ Beginner – Limited experience, basic navigation

+ Intermediate – Comfortable using core features (chat, meetings, file sharing)

+ Advanced – Proficient with advanced features (channel management, integrations, etc.)

+ Expert – Able to train others or manage Teams administration

05

How do you maintain excellent customer service during busy or high-stress periods? Please describe the strategies you use to stay organized, focused, and responsive to customer needs.

06

Please select the highest level of education you have completed.

+ High School Diploma/GED

+ Some College (6 months or more)

+ Vocational/Technical Degree

+ Associate's Degree

+ Bachelor's Degree or higher

07

Tell us about a time you received constructive or difficult feedback from a supervisor. How did you respond, and what did you learn from the experience?

08

Describe your most significant learning experience in the past five years. What made it meaningful or impactful, and how has it influenced your personal or professional growth?

09

The expected hiring salary for this position is $40,688.00 Are you willing to accept the position at this salary?

+ Yes

+ No

10

Have you retired from the City of Norfolk?

+ Yes

+ No

11

Please 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.

12

A conviction (felony or misdemeanor) does not necessarily eliminate you from employment consideration. A criminal background check is conducted on all new hires. Failure to disclose all criminal convictions may result in disqualification from employment consideration or may result in dismissal from City of Norfolk employment if you have been hired. The nature of the offense; the time that has passed since the offense, conduct and/or completion of the sentence; and the nature of the job sought may be taken into consideration. Have you ever been convicted of a felony or a misdemeanor?

+ I have been convicted of a felony

+ I have been convicted of a misdemeanor

+ I have been convicted of a felony and a misdemeanor

+ I have not been convicted of a felony or a misdemeanor

13

If you answered, that you have been convicted of a felony and/or a misdemeanor, please provide an explanation including the city, state and date of the conviction. This excludes minor traffic violations such as speeding tickets.

14

Please indicate your veteran status. (A copy of your long form DD-214 may be required)

+ I am not a Veteran

+ I am a Veteran

+ I am a Disabled Veteran

Required Question

Employer

City of Norfolk

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