Customer Service Specialist

Customer Service Specialist

The Customer Service Specialist is under general supervision and performs a variety of responsible technical customer service and administrative support functions. This position serves as first contact for customers regarding inquiries both in person and on the phone and provides information and assistance to City staff and the public according to established procedures.

Essential duties, knowledge, skills, and abilities include:

• Employee possesses the knowledge, skills, and abilities to perform all the essential duties of the job safely and satisfactorily, including, but not limited to municipal governance, teamwork, problem-solving, relationship-building, customer service, detail oriented, technology/equipment proficiency, policy adherence, time management, result-orientation, research and analyze data, decision-making, self-motivation, stewardship, integrity, and upholding our EDGE core values.
• Ability to listen to, read, understand, and communicate the English language both orally and in writing so others are able to understand such as correspondence, report writing, and emails.
• To support consistent high-quality service for our community and each other, it is the expectation of all employees to be punctual and have good attendance and to communicate effectively for scheduling conflicts or when taking leave according to city policy.
• Serves as a liaison between the City and the general public and outside agencies including responding to requests for information and assistance, resolving issues, drafting routine responses, screening complaints, ensuring proper response by the City to request services or complaints, providing follow-up and directing as necessary inquiries made in person or by telephone to appropriate individuals for response.
• Ensures that internal and external customers receive prompt attention. Logs and maintains information regarding customer service requests and complaints, including the type, nature, and location. Updates the service request system as needed. Identifies sensitive issues and brings them to the immediate attention of the supervisor.
• Performs a variety of primary administrative support functions such as data entry, typing, filing, maintaining records, processing paperwork, preparing mailings, and proofreading letters, memos, and transcripts in a team environment for all departments.
• Utilizes data entry, word processing and spreadsheet software to develop and maintain written communications and information. Utilizes file maintenance programs to enter, store and/or retrieve information as required or to establish or modify existing files.
• Accepts payments, issues receipts, and enters payments in computer system. Balances money received and completes daily cash reports.
• Establishes, maintains, and secures a variety of tangible files including, but not limited to, correspondence, forms, cards, receipts, reports, and records; maintains logs, ledgers or other audit and tracking records.
• Files and retrieves information as needed; prepares photocopies of various documents as required.
• Monitors effectiveness of administrative support functions, such as distributing mail daily, inventory management and recommends procedural changes to improve effectiveness.
• Attends meetings and takes notes and/or keeps minutes as required. May transcribe from dictation or rough drafts.
• May work a varied schedule and/or shift.
• After-hours meetings may be necessary.
• Ability to accurately calculate payments due and handle money accurately, conscientiously, and honestly.
• Ability to train other employees on duties and procedures.
• As a member of the City of Evans team, employees are privileged to serve each other and the community, therefore, will be asked to perform additional duties as assigned.

Education, experience, and licensure:

• High School diploma or equivalent; equivalent combinations of education and experience may be considered.
• 4 years of customer service or administrative support experience.
• Valid Colorado Driver's License or ability to obtain within six months of hire.

Preferred:

• Bilingual in English and Spanish.
• Experience in public/municipal sector.
• Notary Public for the State of Colorado.

Physical and working environment:

*The physical demands here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

While performing the duties of this job, the employee is required to sit for prolonged periods. The employee is regularly required to exercise visual concentration, listen, talk, stand, reach, twist, and demonstrate manual dexterity. The employee is required to focus attention on tasks without losing concentration or becoming distracted by surrounding activities and interruptions. The employee is also required to kneel, squat, stoop, push, pull, and lift up to 25 pounds on an occasional basis. Work is generally performed in an office setting.

Our mission is to deliver sustainable, citizen driven services for the health, safety, and welfare of the community.

Our values:

Empower. Deliver. Grow. Engage.