Customer Service Supervisor - Business Tax

Customer Service Supervisor - Business Tax

Salary

$25.57 - $47.98 Hourly

Location

City Hall, 900 East Broad Street, Richmond, VA

Job Type

Full-Time

Job Number

25M00000705

Department

Finance

Opening Date

06/08/2026

Closing Date

6/9/2026 11:59 PM Eastern

• Description
• Benefits
• Questions

Are you Richmond R.E.A.D.Y? Respect. Equity. Accountability. Diversity…YOU!!!

This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:

• Virginia Retirement System (VRS)
• Language Incentive
• Referral Bonus
• Tuition Assistance Program

Description

The City of Richmond Department of Finance, Division of Revenue is seeking a qualified candidate for the position Customer Service Supervisor. The Business Supervisor manages a team of Business tax and licensing professional who provide high level customer service while managing large customer inquiry ticket volumes. The incumbent will monitor and manage customer flow, oversee quality control related billing processes, and report on performance and capacity measures to ensure proper staffing and project prioritization. The Business Supervisor plays a critical leadership role in ensuring the efficient and effective operation of the Business Team within the Department of Finance's Revenue Administration Unit.

Duties include but are not limited to

People Management and Leadership:

• Lead, mentor, and develop a team of Business staff, fostering a collaborative and high-performance work environment.
• Conduct performance evaluations, provide constructive feedback, and identify professional development opportunities for direct reports.
• Oversee onboarding, and training of new Business personnel.
• Manage workload distribution and performance metrics, allocate resources effectively, and ensure adequate staffing levels.
• Promote a culture of accountability, continuous improvement, and exceptional customer service within the Business team.

Customer Service:

• Provides high-level customer service to taxpayers, internal and external partners, ensuring a high level of professionalism, accuracy, and responsiveness from your team.
• Evaluates workload and assigns tickets in accordance with team members' capacity.
• Acts as first level response to ticket escalations from the Mayor and Council Offices.
• Works with Customer Service and Training and Development teams to provide relevant coaching and training opportunities to frontline staff within the Business Unit.

Policy and Procedure:

• Works with the Controls unit and the Business Manager to develop, implement, and monitor policies and procedures to optimize efficiency and compliance.
• Obtains and maintains a working knowledge of City ordinances that impact business taxpayers.

Strategic Oversight:

• Attend and participate in departmental staff meetings, as well as meetings with other departments, and citizens to represent the City on matters of fiscal policy and regulation concerning Business taxes and licensing.
• Informs the development and execution of key performance measurements and the associated assessment protocols.
• Works with Business Manager to leverage available technology and resources to enhance efficiency and effectiveness in all aspects of Business tax and licensing operations.

Reporting and Analysis:

• Review, prepare, and submit regular and ad hoc comprehensive reports on Business tax and licensing activities, including workload and metric reporting to identify trends and make recommendations for process improvements.
• Works with the Business Manager to collect information and reporting to assist with internal and external audit requests.
• Perform regular quality reviews of staff work to ensure accuracy.

This position is considered an Essential Personnel, which means that the incumbent is required to work when the City is closed due to public emergencies, critical or hazardous conditions or inclement weather.

Qualifications, Special Certifications and Licenses

KNOWLEDGE, SKILLS, AND ABILITIES:

Knowledge (some combination of the following):

• Best practices in call centers
• Customer service policies and procedures
• Account reconciliation
• Research and auditing practices as related to customer service activities
• Correct money handling processes
• Banking/financial and credit transactions, including pulling credit card reports
• Correct tools to recognize counterfeit money
• Cash management practices and procedures
• Standard office equipment
• Citys services or products and who performs them
• Related City databases

Skills (some combination of the following):

• Computer proficiency and technology skills including Microsoft Office Suite, Oracle based systems, CIS system, etc.
• Oral, written, and interpersonal communication
• Negotiation
• Conflict resolution
• Researching and evaluating
• Customer service
• People management
• Leadership and team building

Abilities (some combination of the following):

• Multi-task
• Listen attentively
• Problem solving
• Manage time effectively
• Maintain the integrity of time sensitive processes and documentation
• Write, speak, plan, and organize effectively
• Supervise, motivate, and develop staff
• Listen and understand comments/concerns
• Make sound decisions
• Research and analyze data to resolve customer issues or concerns

MINIMUM TRAINING AND EXPERIENCE:

• Associates degree in business, accounting, or a related field.
• Three years of paraprofessional customer service experience, including handling escalated complaints, researching account errors, and processing payments and account adjustments.
• Supervisory experience is preferred.
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification.

LICENSING, CERTIFICATIONS, and OTHER SPECIAL REQUIREMENTS:

• None required

Equal Employment Opportunity Statement

The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Veronica Kenner, by email at HR-ADA@rva.gov.

This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.

The City of Richmond Values Veterans. We are an official V3 Certified Company.

The City of Richmond is a proud partner with the US Army Partnership for Your Success PaYS Program.

With over 4,000 employees, the City of Richmond is an "Employer of Choice" among cities throughout the nation. The City strives to hire and retain employees who bring dedication and talent to the workforce. Offering a competitive, cost effective, and quality benefits package is one element of an "Employer of Choice".

The City offers a full range of benefit programs from initial hire through retirement. Please visit our Web site for details.

01

10-point compensable veteran. You must have an existing compensable service-connected disability of 10 percent or more. Other 10-point veteran include disabled veteran or a veteran who was awarded the Purple Heart for wound or injuries received in action, veterans widow or widower who has not remarried, wife or husband of a veteran who has a service-connected disability, widowed, divorced or separated mother of an ex-service son or daughter who died in action, or who is totally and permanently disabled. Do any of these apply?

• Yes
• No

02

5-point veterans must have been discharged under honorable conditions and had one of the following: Active duty in the Armed Forces of the United States, in a war, or during the period 4/28/52-7/1/55 or active duty for more than 180 consecutive days other than for training, any part of which occurred during the period beginning 2/1/55 and 10/14/76 or active duty during the Gulf War sometime between 8/2/90 - 1/2/92 or active duty in a campaign or expedition for which a campaign badge has been authorized or active duty for which more than 180 consecutive days other than for training, any part of which occurred during the period beginning 9/11/2001 and ending on the date prescribed by the Presidential proclamation or by the law as the last date of operation Iraqi Freedom. Do any of these apply?

• Yes
• No

03

Are you a current City of Richmond employee?

• Yes
• No

04

Employees in this job classification are designated ESSENTIAL PERSONNEL and must be available to report to work during disasters, inclement weather, and other declared emergencies. Are you available and willing to work under these conditions?

• Yes
• No

05

Which answer best describes your highest level of education?

• High School Diploma/GED
• Some college
• Associates Degree
• Bachelors Degree
• Masters/Advanced Degree
• None of the above

06

Which best describes your years of experience in a mid-volume customer service area?

• Less than three years of experience
• Three to six years of experience
• More than six years of experience

07

Which of the following best describes your supervisory experience?

• Less than two years of experience
• Two to five years of experience
• More than five years of experience

08

Select all of the below experiences you have working in payment processing/lockbox environments. (Check all that apply)

• Investigating and resolving customer service inquiries
• Telephone contact
• Written correspondence
• Preparing and resolving electronic batch deposits
• None of the above

09

Which answer best describes your experience with collections?

• Beginner experience
• Intermediate experience
• Advanced experience
• No experience

10

Do you have local, state or federal government experience in business license and/or business tax processing?

• Yes
• No

11

What is your level of experience using Microsoft Office?

• Beginner experience
• Intermediate experience
• Advanced experience
• No experience

12

How has your education, training and experience prepared you for this opportunity?

Required Question

Employer City of Richmond

Address 900 East Broad Street

Suite

Richmond, Virginia, 23219

Phone (804) 646-5660

804-646-5660

Website https://www.rva.gov/