Customer Service Specialist

Customer Service Specialist

The Customer Service Specialist performs clerical duties to includes customer service for registration of classes, ramada reservations, and process payments and/or refunds for services. Requires comprehensive knowledge of clerical functions, computer skills with an emphasis on recreation management systems (program registration, facility reservations, and point of sale), data and document processing and customer service principles.

Essential Functions are not intended to be an exhaustive list of all responsibilities, duties, and skills. They are intended to be accurate summaries of what the job classification involves and what is required to perform it. Employees are responsible for all other duties as assigned. The duties and responsibilities are subject to change as the needs of the Town and requirements of the position change.

• Provides customer service by answering telephones, greeting customers, providing information, processes applications for service, responding to requests, handling problems and irate customers, researching inquiries and discrepancies, following up on complaints and concerns and coordinating and communicating with department staff
• Generates a variety of routine and non-routine documents, which may include reports, templates, surveys, letters, memos, standard operating procedures notices, forms, agendas, schedules and other related materials.
• Orders and maintains office supplies and equipment.
• Assists in developing and preparing various communication materials, including flyers, social media posts, articles, and related marketing materials. Creates invitations, and announcements for department events. Procures and organizes photographs and digital images that best represent department facilities, programs and services.
• Maintains and sorts files and records, including scanning and organizing as required.
• Assists in department records retention and destruction. Facilitates the completion of public records requests.
• Manages accounts by accepting payments, preparing deposits, balancing accounts and preparing invoices for payment
• Processes, maintains, reconciles and deposits revenue received by department reception counters.
• Performs related duties such as: processing reservations, inputting, processing, and issuing permits
• Serves as the Administrator for software used by the department, including recreation management system, dog licensing, strategic plan performance measures, volunteers, and similar. Provides administrative training to staff as needed.
• Performs all work duties and activities in accordance with department and/or Town policies and procedures.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to use a copy machine, fax machine, general office supplies, computer, scanner, printer, calculator, telephone, postage meter, vehicle, Standard Microsoft Windows and Office software and Internet.
• Knowledge of customer service principles.
• Knowledge of research methods, principles, and procedures.
• Ability to follow written and oral instructions.
• Ability to communicate effectively and establish and maintain effective working relationships with the public and other employees.

Minimum Qualifications:

• High School Diploma or General Equivalency Diploma (G.E.D.)
• Requires three (3) years administrative, secretarial or clerical experience in a business office.
• Any equivalent combination of Formal Education and Experience sufficient to perform the Essential Functions.

Preferred Qualifications:

• Working in a municipal setting or with recreation, tourism and hospitality industries.
• Additional formal education in administrative or computer skills is desirable.

Requirements:

• Ability to exert light physical effort including, but not limited to, lifting, carrying, pushing and/or pulling, etc. of objects and materials of light weight (generally 25 pounds and less). Tasks may involve extended periods of time in a seated position and at a keyboard or workstation.
• Ability to obtain an Arizona Notary Public commission within the first six months of hire.
• Valid Driver's License required. Arizona Driver's License within ten days of hire.
• Successful completion of a criminal background check prior to beginning employment with the Town.

Management's vision is for all employees to embrace, support, and promote the Town's values, beliefs, and culture, which include but are not limited to the following expected behaviors:

• High ethical standards
• Active participation in teamwork
• Strong safety principles and safety awareness
• Provide outstanding customer service to internal and external customers

In compliance with the Americans with Disabilities Act, the Town will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with a member of the Human Resources Department.