311 Customer Service Specialist

The Town of Holly Springs provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

POSITION SUMMARY
The Town of Holly Springs is searching for a Customer Service Specialist to serve in our Office of Customer Care/311 department. This position is responsible for providing prompt, friendly and courteous service while addressing a variety of customer requests for information and assistance for Town services.

SUPERVISORY RELATIONSHIPS
Reports to the Customer Service Superisor. Employee may need to occasionally choose from defined alternatives to resolve problems but consults with supervisor on matters not covered in the original instructions or by guidelines. Incumbent has no supervisory responsibilities.

The work schedule is business hours with occasional evenings and weekends. The starting annual salary is $49,793.76 (Grade E).

**Please note, this posting will have a max of 100 applicants and will close once capacity is reached.**

ESSENTIAL FUNCTIONS
The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other duties may be required and assigned.
1.Provides exemplary customer service to internal and external customers; greets, receives, and screens visitors and customers; addresses and resolves customer questions as able and refers complex inquiries, requests, or complaints to appropriate staff.
2.Responds to inquiries/requests in accordance with policies and procedures, explains applicable Town policies and procedures to citizens and educates citizens about Town resources.
3.Responsible for processing and verifying accuracy of transaction reports; updates citizen records.
4.Creates work orders for all incoming and outgoing residential customers, plus builders and commercial property owners who are requesting specific services.
5.Enters manual work orders pursuant to resident’s needs and submits them to the appropriate department for corrective action; ensures work is completed.
6.Assists with training other personnel on the 311 System and Town processes and tools.
7.Maintains department specific electronic and paper filing and record systems and documents to provide easy access to records and information.
8.Other duties as assigned.

KNOWLEDGE SKILLS AND ABILITIES
•Knowledge of administrative policies and procedures of the Town.
•Knowledge of the Town and Department’s operating requirements, policies, procedures, and practices; and local, State, and Federal regulations related to department programs and operations.
•Knowledge of current office practices and procedures.
•Knowledge of computer software consistent for this position.
•Ability to establish and maintain accurate records of assigned activities and operations.
•Ability to interpret and implement local policies and procedures; written instructions, general correspondence; Federal, State, and local regulations. 
•Skill in organizational and time management to prioritize duties to accomplish a high volume of work product while adapting to constant changes in priority.
•Ability to perform detailed work accurately and independently in compliance with stringent time limits requiring minimal direction and supervision.
•Ability to think quickly, maintain self-control, and adapt to stressful situations.
•Ability to perform mathematical calculations required of this position.
•Ability to communicate clearly, concisely, and effectively in English in both written and verbal form. 
•Skill in researching and understanding complex written materials.
•Ability to prepare and maintain accurate and concise records and reports.
•Ability to apply sound judgment and discretion in performing duties, resolving problems, and interpreting policies and regulations.
•Ability to communicate detailed and often sensitive information effectively and concisely, both orally and in writing.
•Ability to handle sensitive interpersonal situations calmly and tactfully.
•Ability to maintain professionalism at all times.
•Ability to maintain effective working relationships with individuals within and outside the organization.
•Ability to maintain confidentiality and discretion regarding business-related files, reports, and conversations, within the provisions of open records laws and other applicable State and Federal statutes and regulations.
•Ability to work the allocated hours of the position and respond after hours as needed.

PHYSICAL AND WORK ENVIRONMENT
The physical and work environment characteristics described in this description are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions or as otherwise required by law. Employees needing reasonable accommodation should discuss the request with the employee’s supervisor.

•This work requires the occasional exertion of up to 25 pounds of force; work regularly requires sitting, frequently requires standing, speaking or hearing, using hands to finger, handle or feel and repetitive motions and occasionally requires walking, stooping, kneeling, crouching or crawling and reaching with hands and arms.
•Work has standard vision requirements.
•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.
•Work requires preparing and analyzing written or computer data and observing general surroundings and activities.
•Work has no exposure to adverse environmental conditions.
•Work is generally in a moderately noisy office setting. 

MINIMUM REQUIRED QUALIFICATIONS
•Associate’s degree from an accredited college in Business or related field.
•Two (2) years’ experience in customer service/ public relations, with considerable public contact experience.
•An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job will also be considered.

OTHER REQUIREMENTS
•Must pass background and criminal history checks.