Customer Service Representative

Customer Service Representative The selected candidate will be offered a salary between $44,545.00 - $53,174.00. The Administration for Children's Services (ACS) protects and promotes the safety and well-being of children and families through child welfare and juvenile justice services and community support. ACS manages community-based support and foster care services and provides subsidized childcare vouchers. ACS child protection staff respond to allegations of child maltreatment. In juvenile justice, ACS oversees detention, placement, and programs for youth in the community. The Office of Human Resources holds a broad spectrum of responsibilities that contribute directly to ACS' vision of offering comprehensive, quality services that empower children and families to thrive. ACS' Office of Human Resources' primary functions include developing and implementing the agency's human resources policies and procedures, recruiting, and hiring qualified candidates for open positions, providing onboarding and training to new employees, managing employee performance and compensation, and ensuring compliance with all applicable employment, civil service, and labor laws. In addition to our primary functions, the Office of Human Resources provides a variety of other services to employees, such as career development, employee benefits, and wellness programs. The Office of Human Resources also works in partnership with divisions to provide initiatives and services that nurture and develop an environment of employee empowerment, advocacy, and involvement in the organization while attracting and cultivating a diverse dynamic workforce. The Office of Human Resources is seeking a qualified individual to serve as a Customer Service Representative, who serves as the first point of contact for general HR inquiries from employees and divisions. Responsibilities and duties include, but are not limited to: Greet approximately 800 visitors on a monthly basis, registering reasons for their visit, resolving general inquiries or referring them to the appropriate HR specialist. Respond to approximately 50-100 daily emailed inquiries and 20 daily phone call inquiries. Maintain good relationships and coordination with all HR units in order to resolve inquiries and develop appropriate communication and resolution strategies. Utilize City systems to research employee and resource information for inquiry resolution. Maintenance of data entry logs/records/files of inquiries. Provide Customer Service Manager monthly reports showing trends, problem areas and pertinent data. Perform other work in relation to records, files, invoices and reports using numerical procedures including data/control coding. Core competencies: Accountability and Professionalism Demonstrates enthusiasm for and commitment to the position and accepts responsibility for personal actions. Customer Service Commits to meeting the expectations of internal and external customers. Listens and responds effectively to customer questions; resolves customer problems to the customer's satisfaction; respects all internal and external customers. Collaboration and Teamwork Supports a positive team environment in which members participate, respect and cooperate with each other to receive desired results. Job-Specific Knowledge and Skills Plans, prioritizes, and organizes work effectively to produce measurable results; keeps current with and effectively applies new work methods, skills and technologies to complete work at highest possible standards.