This position announcement will be used to fill a Full-Time, Permanent, Represented, Customer Service Representative vacancy within the Director's Office of the Department of Public Works. This is customer service work at the full performance level, responding to inquiries and complaints from the general public.
NATURE AND VARIETY OF WORK Work
includes but not limited to; answering telephones, assisting customers, processing mail and other work-related documents. The Customer Service Representative respond to customers by researching and answering questions and suggesting information to resolve customer concerns as well as process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction. Employees in this class carry out varied and extensive customer service type duties as well as plans and carries out tasks independently, determining the sequence of work, obtaining necessary data or information, and selecting appropriate methods and procedures to accomplish work. Problems encountered in carrying out assignments are resolved in accordance with office policies and accepted practices. Guidelines consist of County Code and/or legislation, administrative procedures, and written or verbal instructions from the supervisor. The employee must exercise independent judgment in locating, selecting, and applying the appropriate law, rule, regulation, or procedures to a specific situation.(Note: The duties and responsibilities enumerated in this class specification are for the purpose of determining a common set of minimum qualifications and salary level for all positions in this class. They are not intended to include all of the essential functions of all positions in the class.)
The Customer Service Representative support the DPW Outreach Program by ensuring that customer inquiries are efficiently handled and tracked, allowing for timely and effective responses. This position produces and distributes informational mailers, newsletters, and other communication materials to keep residents and stakeholders informed about ongoing and upcoming projects, key updates, and the benefits of DPW's efforts. This role requires strong organization, communication, problem sovling, and interpersonal skills.
Examples of Duties and Knowledge, Skills and Abilities
(Note: The duties and responsibilities enumerated in this class specification are for the purpose of determining a common set of minimum qualifications and salary level for all positions in this class. They are not intended to include all of the essential functions of all positions in the class.)
Responsible for receiving and triaging phone calls, addressing basic inquiries, and escalating more complex issues.
Tracking inquiries by maintaining an organized system for monitoring customer requests and ensuring that no issue is overlooked.
Processes mail by preparing duplicate bills, writing letters, and updating files.
Maintains files and correspondence, records statistics and completes all follow-up work in order to process customer requests and to provide information for management purposes.
Works with customers to resolve billing issues and process adjustments, if applicable.
Manages the organization's website content, ensuring it is accurate, up-to-date, and user-friendly.
Stay updated on the Department's programs, services, and policies.
Performs other duties as assigned or required.
KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of modern office practices, procedures and equipment. Ability to use good judgment in determining appropriate procedures or courses of action. Ability to establish and maintain effective working relationships with associates and departmental employees. Ability to communicate effectively and courteously, orally and in writing, with the public in all instances including complaint and enforcement situations. Knowledge of departmental rules, regulations, procedures, and function. Ability to develop effective office work procedures. Knowledge of basic business English, spelling, and arithmetic.
Graduation from high school, college-level course work in public or human relations or a related field; and four (4) or more years experience in public contact work involving complaint and problem-solving situations.
NOTE: Longevity pay is available based on years of service. This position is Emergency Essential and will be responsible for reporting after hours and during inclement weather.Preference will be given to applicants who possess the following:
1. Experience in monitoring and responding to customer requests in various platforms, including multiple-line telephones, email, social media, etc.
2. Experience with Asset and Inventory Management
3. Experience with Public Works or Capital Projects
4. Experience with Financial Administration, such as invoice payment processing, and credit card transactions