Customer Service Representative

Public Works Customer Service Representative

An employee in this class provides administrative work in support of the Public Works Department requiring independent initiative. Work requires the employee to establish and maintain office filing and some database systems and the organization of information flow for customer service and staff usage. This position supports the operations and engineering divisions and provides administrative and work-order support to both. Work is performed under general supervision of the Public Works Assistant Director and is evaluated on individual performance objectives, observation, accuracy of reports, and feedback from employees and the general public.

Essential Duties and Tasks:

• Provides customer service by performing a variety of roles such as receptionist for the department, and answers the phone and assists callers or visitors with a variety of information about the department.
• Performs data entry as assigned.
• Receives work orders and enters requests into the Town's work order system.
• Processes and enters receipts and invoices into the Town's financial system for Public Works purchases as assigned.
• Receives and directs all calls, provides information to customers, assists with walk-in customers and contractors, resolves issues, and forwards complaints.
• Delivers outgoing mail to Town Hall for processing.
• Distributes mail, receives deliveries to the department, and creates and maintains files
• Maintains office supplies and inventory.
• Schedules appointments, organizes meetings, maintains electronic appointment tracking for assigned divisions.
• Performs other related duties as required.

Knowledge, Skills and Abilities:

• General knowledge of standard office practices, procedures, equipment, and administrative support techniques
• General knowledge of departmental programs and policies
• General knowledge of business English, spelling and arithmetic
• Ability to type accurately at a reasonable rate of speed
• Ability to make arithmetical calculations
• Ability to follow oral and written instructions
• Ability to read and understand detailed and complicated policies, procedures and materials that contain specialized words and phrases
• Ability to operate a variety of office equipment to produce complex/technical documents
• Ability to establish and maintain effective working relationships with Town officials, associates and the general public.

Desirable Education and Experience:

Graduation from high school supplemented by post-high school course work in Business Management, Computer Science or related field. One to three years of practical administrative experience including considerable information systems experience.

Special Requirements:

Valid North Carolina Driver's License

Physical Requirements:

Work is generally sedentary work requiring the exertion of up to 10 pounds of force occasionally and/or up to a negligible amount of force frequently or constantly to move objects. Physical requirements include walking, fingering, and grasping. Employee must have visual acuity to be able to prepare and analyze data and figures for accounting, perform extensive reading, operate a computer and other office equipment, determine accuracy and thoroughness of work, and observe general surroundings and activities. Vocal communication is required for expressing or exchanging ideas by means of the spoken word. Hearing is required to perceive information at normal spoken word levels.

Working Conditions:

Work is performed primarily in an office with a controlled environment as well as outside environment without exposure to harmful conditions.

Disclaimer:

This classification specification has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to perform the job. The Town of Wendell reserves the right to assign or otherwise modify the duties assigned to this classification.