Customer Service Representative

Administrative Support For Public Works Department

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.

Benefits

The Town of Wendell provides a comprehensive benefit package to all active full-time employees, which includes medical, dental, vision, retirement, and a 401(k) with a contribution from the Town that begins on your first day of employment.

The Town of Wendell offers medical and pharmacy benefits to all eligible full-time employees at no cost to employees (employee-only coverage), administered by Meritain through Aetna and CVS Caremark. Additionally, the Town offers an HRA (Health Reimbursement Arrangement) account to employees in the amount of $1,440 to help cover out-of-pocket healthcare expenses.

Dental and Vision plans are offered at no cost to employees (employee-only coverage) through MetLife.

Teladoc is a telemedicine and virtual healthcare platform that provides remote access to medical, mental health, and speciality care services and is offered at no cost to employees.

The Town of Wendell offers a Lifestyle Balance Account (LBA) in the amount of $2,100 to be used for a variety of wellness and/or personal needs, including child activities (i.e. camps), educational programs, fitness (including classes, fitness equipment, fitness trackers, and more), healthy meal delivery services, meditation/mindfulness programs, med spa services, and many other categories in support of your overall personal wellness.

Employees may purchase additional supplemental insurance benefits, with premiums paid 100% by the employees: Voluntary Life and AD&D for employee, spouse, and child(ren), Short-Term Disability, Long-Term Disability, Accident, Critical Illness, and Hospital Indemnity

The Town of Wendell offers retirement benefits through the Local Governmental Employees' Retirement System (LGERS). LGERS is a defined benefit plan (also known as a pension plan), and enrollment is mandatory for employees. Employees are required to contribute 6% of their regular gross wages every pay period. The Town contributes 14.38% of regular gross wages (16.08% for sworn officers) towards your LGERS plan. 401(k) and/or 457(b ) In addition to the generous employer contribution to your LGERS retirement plan, the town also contributes 5% of your gross wages to a 401(k) or 457(b) plan. You may also contribute to these plans through payroll deduction. The 5% is provided to you automatically regardless of whether you make contributions.

The Town offers a life insurance policy along with accidental death & dismemberment benefits in the amount of 1.5X your basic annual earnings up to a maximum of $200,000, at no cost to you.

Employees are compensated for years of continuous service as of 12/1 of each year (as approved in the annual budget). Payments, if budgeted, are issued on December 1st or the paycheck immediately before.

Vacation Leave Accrual

Full-time employees of the Town of Wendell earn vacation leave monthly based on the following schedule:

Months of Service - Employees - Law Enforcement Officers

0-35 - (Less than 3 Years) - 8.00 hours per month - 8.40 hours per month

36-95 - (3-7 Years) - 10.00 hours per month - 10.50 hours per month

96-179 - (8-14 Years) - 12.00 hours per month - 12.60 hours per month

180-239 - (15-19 Years) - 14.00 hours per month - 14.70 hours per month

240-299 - (20-24 Years) - 16.00 hours per month - 16.80 hours per month

300-359 - (25-29 Years) - 18.00 hours per month - 18.90 hours per month

360+ - (30+ Years) - 20.00 hours per month - 21.00 hours per month

Sick Leave Accrual

Full-time employees of the Town earn sick leave monthly based on the following schedule:

Employees - Law Enforcement Officers

8.00 hours per month - 8.40 hours per month

Holidays

The following days are holidays with full pay for employees of the Town:

New Year's Day, Martin Luther King, Jr. Birthday, Good Friday,