Customer Service Representative

Customer Service Representative

The city of Las Vegas invites applications for Customer Service Representative. This position serves as the first public contact for telephone or walk-in customers to city facilities. Watches for and reports any safety hazards and unusual activity. Receives direct supervision from higher level staff.

A civil service examination will be conducted in accordance with the Civil Service Rules of the city of Las Vegas. The examination for this recruitment will consist of an Application Evaluation of Training and Experience, weighted 100%, and will be used to place candidates on the eligible list. Applications of all qualified applicants will be evaluated on education, training and experience relevant to the position for placement on the eligible list. Falsification of information may result in disqualification from the recruitment or removal from a city position. Your responses are subject to verification before appointment to a position. Completing the Application Applicants should include accurate and detailed information on their application with time frames regarding education, training, and experience, especially on any of the following experience:

• Customer service experience which includes greeting customers, answering questions, directing customers to proper locations for service, and answering phone calls.
• Providing routine information about company policies and procedures.
• Accepting and processing payments for service.
• Scheduling calendars for classes, facility use, and meeting rooms.
• Performing routine filing, record keeping, and distributing mail.
• Using common software programs such as Microsoft Word and Excel.

Final candidate selection will include list placement and may include hiring interview (if applicable). Any individual offered employment will be required to pass a pre-employment drug test, complete background check, and may be required to demonstrate the ability to perform the physical requirements of the job. Some positions may require preliminary background checks. The eligible list will remain in effect for a period of 6 months from the date of certification and may be extended for a period of up to 2 years. The purpose of this recruitment is to establish an eligible list for current and/or future openings which may include part-time or full-time positions.

Essential Functions

1. Serves as the first public contact for telephone or walk-in customers to city facilities. Demonstrates courtesy and friendliness, greets customers, answers questions, provides directions, directs customers to proper location for service, informs staff of visitors' arrival and takes messages.
2. Provides forms to employees and customers and provides basic and routine information regarding departmental policies and procedures. May be required to call departments to obtain answers to questions.
3. Accepts and processes payment for services, and provides customers with receipts or proof of payment. Prepares daily cash balance reports. Prepares daily bank deposits of funds received.
4. Maintains schedule of classes, facilities, conference rooms, or meeting spaces. Takes reservations or registrations over the phone and in person. Provides confirmation information on scheduled classes or events.
5. Performs routine record keeping duties, such as filing, distributing mail and maintaining activity logs.
6. Retrieves data from computer terminal or PC. Uses common office software programs to prepare basic memos, letters, reports, flyers, brochures, and other documents.
7. Keeps informed about office activities in order to communicate this information to the public.
8. Watches for and reports any fire or safety hazards and unusual or prohibited activity such as loitering, vandalism or soliciting.
9. Assesses difficult situations and respond to customer issues. Calls appropriate authority in situations requiring assistance.

Minimum Requirements

One year of routine public contact or customer service experience required, with security-related experience desirable. Experience with Microsoft Outlook, Word, Excel and Access desirable. Training Equivalent to graduation from high school. License or Certificate Typing test certificate can be uploaded for consideration but not required

Knowledge, Skills and Abilities

Knowledge of Modern office procedures, methods and computer equipment. Basic principles and procedures of filing and record keeping. Correct business English usage and grammar. Services, policies and procedures of the assigned department. Techniques for dealing with the public, in person and on the telephone. Services provided by other city departments and their locations. Telephone etiquette. Security procedures and techniques. Occupational hazards and safety precautions involved in assigned responsibilities. Common office software, such as email, word processing, spreadsheet and database.

Skills in Providing courteous and informed assistance to the general public. Dealing tactfully with the public and effectively enforce rules and regulations. Correctly interpreting, explaining and applying City policies and procedures. Understanding and following written and oral instructions. Providing quality customer service. Determining the nature of the call or visit and relaying appropriate information. Communicating with a variety of individuals from various socio-economic, ethnic and cultural backgrounds. Presenting a professional image to the public in appearance and demeanor. Handling and following through on a large volume of telephone inquiries. Listening to and comprehending a customer's question. Being aware of surrounding and noticing when something appears to vary from the usual. Working independently in the absence of supervision. Exercising sound judgment in evaluating situations and making decisions. Recognizing safety hazards, property damage, malfunctions and unusual occurrences. Demonstrating dependability. Communicating clearly and concisely, both orally and in writing. Establishing and maintaining effective working relationships with those contacted in the course of work. Competencies Core Workforce Competencies Professionalism...Demonstrates core values by being honest, respectful and positive. Effective Communication...Expresses verbal and written thought in a clear and understandable manner. Customer Focus...Demonstrates genuine concern and satisfies external and/or internal customers based on the CLV core purpose and values. Adaptability...Able to effectively modify behavior to suit changing workforce demands. Problem Solving...Solves problems by considering all causes, solutions and outcomes. Productive Partnerships...Develops, maintains and strengthens partnerships with others. Technical and Safety Expertise...Possesses a depth of knowledge, skill and ability in a technical (job) area.

Working Conditions Environmental Conditions Office environment; exposure to computer screens; may be exposed to hostile or difficult individuals. Physical Conditions Essential and marginal functions require... Maintaining physical condition appropriate to the performance of assigned duties and responsibilities which may include the following: Walking, sitting, stooping, reaching, climbing, stretching, or standing for extended periods of time; and Operating assigned equipment. Maintaining effective audio-visual discrimination and perception needed for... Making observations; Communicating with others; Reading and writing; and Operating assigned equipment. Maintaining mental capacity which allows the capability of... Making sound decisions; Effective interaction and communication with others; and Demonstrating intellectual capabilities.