Customer Service Clerk

Customer Service Representative

Primary purpose: Under the direct supervision of the Customer Service Manager, performs customer service functions between City residents and City Hall. Assists with fielding complaints via phone call and electronic method, 311 service requests, errors, billing, updates and all other inquiries.

Supervision: Supervision Received: Customer Service Manager. Supervision Given: None

Essential Functions:

• Resolves complaints via all communication channels (i.e. phone, email, in person, chat, social media, etc.). Gives top priority to customer needs.
• Participates in contact campaigns (phone, email, etc.) designed to reach customer base.
• Utilizes and explains City ordinances and policies and procedures to facilitate problem resolution or educate customer.
• Efficiently ascertains reason for call and effectively satisfies customer's need. Becomes single point of contact for customer. Utilizes call back option if necessary.
• Takes ownership of customer issue and uses protocols to facilitate satisfactory resolution including escalation to subject matter experts (SMEs) as needed.
• Works with customer service manager to ensure proper customer service is being delivered.
• Utilizes Customer Relationship Management (CRM) system(s) to process requests and research status of existing requests and determine resolution of customer issue.
• Guides customers to self-service tools (i.e. mobile 311 app and website) and educates them on process if necessary.
• Completes work assignments that may come from other channels (i.e. web bulk and white goods reports)
• Takes receipt of payments for various permits and products and batches payments for Treasury.
• Assists co-workers with workload when available or as determined by management.
• Provide coverage during emergency situations (inclement weather, man-made or natural disasters, infectious disease outbreaks, etc.) during traditional and non-traditional hours of operations.
• Provide coverage during extended hours of operation for City Hall.
• Positive Contributor to Team. Participates in staff meetings.
• Performs other duties as required.

Minimum Entrance Qualifications: (To perform successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals to perform the essential functions.) Education, Training and Experience: High School diploma or equivalent and one to three (1-3) years of related experience and/or training. Knowledge, Ability and Skill: Customer Service; Problem Solving; Interpersonal; Telephone; Listening; Written and Oral; Working in and with a Diverse population; Team Player; and Basic Computer Usage. A strong commitment to public service required.

Physical requirements/work environment: (The physical demands described here represent those requirements that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) Work is performed under typical office conditions; the noise level is quiet to moderate at most times. Essential functions are regularly performed without exposure to adverse environmental conditions. Operates computers, printers, facsimile machine, copier, calculator, telephone and standard office equipment. Has frequent contact with other City departments, current employees, and vendors/service providers. Has access to all department-level confidential information, which requires the application of appropriate judgment, discretion and professional office protocols. Errors in judgment or omissions could result in considerable confusion and delay, have a continuing adverse effect on the department's ability to deliver services, be costly to correct and cause significant adverse public relations. Tasks require the ability to exert light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5 - 10 pounds). Tasks may involve extended periods of time at a keyboard or workstation. Some tasks require the ability to perceive and discriminate sounds and visual cues or signals. Some tasks require the ability to communicate orally. Requires the ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions.

Performance Standard: Employees at all levels are expected to effectively work together to meet the needs of the community and the City through work behaviors demonstrating the City's values. Employees are also expected to lead by example and demonstrate the highest level of ethics.

(This job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.)