Citizen Service Advisor Trainee

Citizen Service Advisor Trainee

Salary

$40,768.00 Annually

Location

835 Glenrock Road, Norfolk, VA 23502, VA

Job Type

Permanent Full-time

Job Number

14364

Department

Office of Citizen Services

Opening Date

09/03/2026

Closing Date

9/13/2026 11:59 PM Eastern

• Description
• Benefits
• Questions

Description

Norfolk, Virginia is Americas most authentic and urban waterfront city. Home to the worlds 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.

The City of Norfolk Office of Citizen Services is seeking to hire Citizen Service Advisor Trainees for the Norfolk Cares Contact Center.

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.

The Citizen Service Advisor Trainee will be responsible for answering and accurately routing incoming calls and requests from residents, businesses, and visitors.

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 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 to 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 Citys 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.

• Regular, reliable, and punctual attendance is a necessity for this position.

Education/Experience

Preferred:

• Experience in Salesforce, Central Square, Harris Northstar, Duncan Solutions, Paylock, and Zephire.

• Bilingual candidates.

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 Schedule:

• Monday - Friday 7:55 am - 5:00 pm

• This position is deemed essential which means staff will be required to work during inclement weather and emergencies

• 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

If you were referred for this position by a current City of Norfolk employee, please provide the employees full name, department, and job title. If not, please indicate by typing "N/A."

03

What is the highest level of education you have completed?

• Less than high school
• High school diploma or equivalent
• Associates degree
• Bachelors degree
• Masters degree or higher

04

How many years of call center experience do you have?

• No experience
• 1-2 years
• 3-5 years
• 6- 8 years
• 9 to 10 years

05

What is the average number of calls you have taken daily?

• Less than 10 calls
• 10-15 calls
• 15-25 calls
• 25-40 calls
• 40-80 calls

06

Call volume and workload can spike unexpectedly. Tell me about a time you worked under significant pressure. How did you maintain accuracy and professionalism?

07

Describe a time when something at work frustrated you. How did you handle it?

08

Tell me about a time when unexpected circumstances affected your ability to attend work. How did you communicate and manage the situation?

09

Describe a time you had to deal with a customer issue while simultaneously completing other tasks. What strategies did you use to stay organized?

10

Describe a time when you had to adjust your communication style to work effectively with a team member or supervisor?

11

Do you speak Spanish fluently?

• Yes
• No

12

The expected hiring salary for this position is $40,768.00. Are you willing to accept the position at this salary?

• Yes
• No

13

Do you have the legal right to work in the United States and, upon employment, can you provide documentation to verify this?

• Yes
• No

14

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.

15

Are you a current or previous City of Norfolk employee?

• Yes - I am a current City of Norfolk Employee
• Yes - I am a previous City of Norfolk Employee
• No - I am not a previous or current City of Norfolk employee

16

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