CUSTOMER CARE REPRESENTATIVE

Job Title

This position provides professional, courteous customer service at all times; performs routine to moderately complex clerical work in support of efficient and effective department operations; and performs related duties as assigned. This incumbent works according to some procedures but decides how or when to do things; work is reviewed regularly by supervisor. The work is considered sedentary in nature and involves walking or standing some of the time and involves exerting up to 10 pounds of force on a recurring basis or routine keyboard operations. The work requires the following physical abilities to perform the essential job functions: fingering, hearing, repetitive motion, speaking, and visual acuity. Work environment involves exposure to no known environmental hazards; and is relatively safe, secure, and stable.

Essential Job Functions

• Answers the telephone; provides accurate information to callers and/or forwards calls to appropriate personnel; takes messages as needed. May use two-way radio to communicate with field personnel;
• Greets office visitors; directs visitors to appropriate office and/or provides information and assistance as requested;
• Provides a variety of information to the public regarding department procedures, policies and methods;
• Types, copies, files, processes, mails and/or transmits various documents, which may include forms, work orders, permits, correspondence, memos, reports, official or legal documents, notices, etc.;
• Assists in entering, preparing and processing department records;
• Maintains various lists and logs;
• Collects, receipts and accounts for various fees and fines received;
• Performs other routine clerical work, including but not limited to copying documents, filing documents and retrieving files, sending and receiving faxes, entering and retrieving computer data, assembling materials, processing daily mail, running errands, etc.;
• Receives and responds to inquiries and requests for assistance from other City departments, agencies, organizations, professionals and the public;
• Performs specialized clerical duties peculiar to the department to which assigned;
• Attends training, meetings, seminars and/or workshops to enhance job knowledge and skills; and
• Performs other related duties as assigned.

Qualifications

MINIMUM REQUIREMENTS TO PERFORM WORK:

• High school diploma or GED;
• Two (2) years of relevant prior experience;
• May be required to type 30 corrected wpm
• Valid South Carolina Class "D" Driver's License.

Knowledge, Skills, and Abilities

• Knowledge of basic addition and subtraction, such as making change or measuring;
• Knowledge of personal computer equipment with skill in the use of Microsoft Office 2000 preferred, utilizing Outlook, word processing and spreadsheet software programs;
• Ability to copy, transcribe, enter or post data or information;
• Ability to serve others such as customers, attending to their requests and exchanging information with them;
• Ability to handle or use machines, tools or equipment requiring brief instruction or experience, such as computers for data entry, fax machines, copiers, telephones or similar equipment; may service office machines, including adding paper and changing toner;
• Ability to perform semi-skilled work involving set procedures and rules but with frequent problems;
• Ability to read routine sentences, instructions, regulations, procedures or work orders; writing routine sentences and completing routine job forms and incident reports; speaking routine sentences using proper grammar;
• Ability to perform clerical, manual or technical tasks requiring a wide range of procedures and requiring intensive understanding of a restricted field or complete familiarity with the functions of a unit or small division of an operating agency; requires normal attention with short periods of concentration for accurate results or occasional exposure to unusual pressure; and
• Ability to guide others, requiring a few decisions affecting a few co-workers; works in a stable environment with clear and uncomplicated written/oral instructions but with some variations from the routine.