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Customer Service Representative (Administrative Assistant III)

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Customer Service Representative (Administrative Assistant III)

Salary

$46,160.40 - $80,780.75 Annually

Location

PENNINO BUILDING, 12011 GOVERNMENT CENTER PKWY, FAIRFAX (EJ27), VA

Job Type

FT Hourly W BN

Job Number

26-01251

Department

Family Services

Opening Date

08/15/2026

Closing Date

8/21/2026 11:59 PM Eastern

Pay Grade

S15

Posting Type

Open to General Public

• Description

• Benefits

• Questions

Job Announcement

The Department of Family Services (DFS) offers a wide range of community programs and services for Fairfax County residents designed to promote self-sufficiency, to protect the vulnerable, and to provide community education. These positions supports the Public Assistance and Employment Services Division, acting as an integral part of the agency Call Center team, and are staffed by people who enjoy interacting with the public, handling challenging situations and working in a fast-paced environment.

This announcement may be used to fill multiple positions.

• Serves as a member of the team that is the first point of telephone contact with the public for DFS;

• Assists callers by providing general information, assesses the reason for their call and routes them to the appropriate services within DFS or the community;

• Provides consistent, accurate and timely information in a courteous, friendly manner;

• Navigates through a variety of computer applications for the purpose of screening and tracking customer activities; and

• Develops and maintains effective working relationships with agency and county staff.

Notes:

• The assigned functional areas of this position are Customer Service and General Office Administration.

• This announcement will be used to fill a position in the Depts. Fairfax office located in the Pennino building but it may be used to fill additional vacancies that may occur in the future.

Illustrative Duties

(The illustrative duties listed in this specification are representative of the class but are not an all-inclusive list. A complete list of position duties and unique physical requirements can be found in the position job description.)

General Financial Duties

Uses spreadsheets or databases to organize information and produce standard reports;

Prepares a variety of complex disbursement forms (e.g., check requests, travel forms, cash sheets, and journal entries) for routing and approval;

May approve some disbursement forms;

Compiles and maintains monthly, quarterly, semi-annual, and annual totals, reports, and financial statements;

Explains fiscal rules and procedures to employees to ensure uniform application.

Fiscal Administration

Sets up accounts through corporate systems;

Reconciles ledgers;

Prepares status reports;

Gathers data for use by others in preparing budget;

Prepares transfer vouchers and interfund billing;

Monitors external accounts for discrepancies.

Accounting

Prepares wide variety of accounting forms;

Reconciles daily receipts or accounts receivable/payable;

Identifies discrepancies and makes corrections;

Collects required documents;

Prepares and authorizes expense vouchers and/or invoices within limited authorization levels.

Purchasing

Verifies requests for goods and services against county contracts and funding sources;

Orders goods or services and follows up/resolves discrepancies and ensures delivery;

Authorizes requests for goods and services in corporate systems;

Ensures appropriate routing and approval of purchase requests.

Scheduling & Coordinating for Others

Maintains calendar(s);

Schedules meetings;

Makes and cancels appointments;

Schedules rooms for classes, meetings, conferences, etc.;

Coordinates audiovisual, training equipment, refreshment requests;

Set up schedules for internal administrative staff to insure that they are available to meet changing work needs.

Communication

Composes routine correspondence on behalf of the executive/work unit head.

Office Management

Provides administrative support and implements procedures;

May supervise others;

Establishes/modifies and maintains a system for tracking the progress of work that is the responsibility of the executive/work unit head;

Trains and orients new employees;

Provides and explains relevant policies and procedures.

General Administrative

Composes routine correspondence on behalf of the executive/work unit head.

Receptionist/Public Contact

Schedule appointments;

Explains departmental policy/procedure but does not interpret them;

Responds to inquiries that require referencing a variety of sources and utilizing

knowledge of the department/county operations.

Word Processing/Typing

Keys/types complex documents (e.g., technical);

Proofs spelling and grammar;

Uses multiple software packages to prepare equations, statistics, tables and/or presentations;

Compiles reports from edited drafts;

Uses macros and templates developed by others.

Information Systems/Software

Performs data entry with some knowledge of department/work unit/program;

Manipulates screens for additional entries;

Generates routine reports;

Creates simple spreadsheets;

Maintains databases.

Reports

Compiles routine factual/numerical reports using readily available information.

Payroll

Processes pay adjustments;

Transmits on-line T&As;

Regularly inputs routine Human Capital Management Enterprise Resource Planning system entries;

Performs payroll functions (e.g., internal collection of time sheets, verify T&A entries, verify leave slips);

Trains new employees on how to do on-line time.

Personnel

Prepares and verifies completeness/accuracy of forms/documents (e.g., personnel requisitions, PARS, PCFs);

Provides basic new employee benefits information;

Explains routine personnel policies and procedures;

Gathers information (e.g., salary range, class specifications, and merit adjustments) from HR website or other county sources for supervisor/management;

Instructs employees in proper completion of routine documents (e.g., insurance enrollment forms).

Required Knowledge Skills and Abilities

(The knowledge, skills and abilities listed in this specification are representative of the class but are not an all-inclusive list.)

Knowledge of standard rules and interpretations within own functional area and a working knowledge of established methods and procedures used in related areas;

Significant nonstandard skill/knowledge is required involving production of an end product such as a report.

Word Processing/Typing

Basic skills in the use of Microsoft Word.

Math Skills

Basic math skills.

PC Skills

Basic skills in the use of applicable Microsoft Office Suite software.

Communication

Ability to write simple documents.

Information Abilities

Ability to process and integrate complex data.

Interpersonal Abilities

Ability to establish and maintain effective working relationships with both external and internal contacts.

Purchasing and Accounting

Ability to perform data entry into Purchasing/Logistics Enterprise Resource Planning systems and/or Financial Enterprise Resource Planning systems in at least three functions (e.g., create shells, accounts payable processing).

Personnel and Payroll

Ability to perform routine Human Capital Management Enterprise Resource Planning system functions (e.g., process PARS, requisitions).

Executive Assistance

Ability to maintain confidentiality and be sensitive to political issues.

Employment Standards

MINIMUM QUALIFICATIONS:

Any combination of education, experience and training equivalent to (https://www.fairfaxcounty.gov/hr/equivalencies-education-and-experience) high school graduation and two years of experience providing administrative support in the assigned functional area(s).

NECESSARY SPECIAL REQUIREMENTS:

The appointee to this position will be required to complete a criminal background check and child protective services check to the satisfaction of the employer.

PREFERRED QUALIFICATIONS:

• Call center experience providing assistance and answering questions.

• Experience providing front-line customer service.

• Excellent interpersonal skills.

• Knowledge or experience with public assistance programs.

PHYSICAL REQUIREMENTS:

Work is generally sedentary and is performed in a normal office environment. Ability to communicate clearly and effectively with a variety of individuals. Ability to use automated technology. All duties performed with or without reasonable accommodations.

SELECTION PROCEDURE:

Panel interview.

Fairfax County is home to a highly diverse population, with a significant number of residents speaking languages other than English at home (including Spanish, Asian/Pacific Islander, Indo-European, and many others.) (https://www.fairfaxcounty.gov/demographics/fairfax-county-general-overview) We encourage candidates who are bilingual in English and another language to apply for this opportunity.

Fairfax County Government prohibits discrimination on the basis of race, color, religion, national origin, sex, pregnancy, childbirth or related medical conditions, age, marital status, disability, sexual orientation, gender identity, genetics, political affiliation, or military status in the recruitment, selection, and hiring of its workforce.

Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disabilities Act. TTY 703-222-7314. DHREmployment@fairfaxcounty.gov EEO/AA/TTY.

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