Customer Service Representative

ESSENTIAL TASK:

Receives and responds to inquiries, concerns, complaints and requests for assistance from appointed and elected officials, County Council, the County Manager, County staff, County citizens and its surrounding areas and outside agencies using telephone, e-mail, fax, US mail and face to face communication.
Provides secretarial, bookkeeping, clerical and/or professional, courteous customer service support; assists customers or obtains information for customers as requested; explains division and County policies and procedures; refers customers to other personnel or offices as appropriate. To an assigned section of the Solid Waste Management Division of Public Works.
Answers the telephone and greets office visitors; provides professional, courteous customer service; assists customers or obtains information for customers as requested; explains division policies and procedures; refers customers to other personnel or offices as appropriate.
Provides training and leadership of subordinate clerical staff as assigned. Prepares and maintains accurate and up-to-date customer records.
Responsible for receiving and disseminating complaints, complaints, inquires and request for assistance from the general public, appointed and elected officials, County officials, and outside agencies. Receives service requests and Enters service requests, compliments and employee complaints into computer database; Issues work orders to appropriate County personnel and/or contractor; closes service requests upon completion.
Maintains database information for the department.
Records community meeting requests; schedules meetings with appropriate County representative; attends and participates in community meetings as appropriate.

Maintains an efficient accounting system to manage customer accounts.
Compiles data for and prepares a variety of routine, financial, statistical and analytical records and reports required by the division, department, County and/or other agencies.
Calculates customer Solid Waste fees and identifies tax billing discrepancies.
Attends staff meetings as required.
Attends training, meetings, seminars and/or workshops to enhance job knowledge and skills. Works on call during inclement weather or emergency situations.
Supervises the duties of the customer service representatives in division.
Responsible for employee scheduling to ensure daily staffing which promotes optimum office productivity.
Provides instruction and assignment of duties and coordinates activities for the customer service representatives.
Acts on employee matters which may result in recommending employee discipline to the manager.
Reviews the performance of customer service representatives for quality, efficiency and accuracy; offers training, advice and assistance as needed.
Monitors the efficiency and use of the One Stop Database
Performs other general clerical work, including but not limited to maintaining logs and lists, copying and filing documents, sending and receiving faxes, entering and retrieving computer data, processing daily mail, preparing spreadsheets, ordering supplies and materials, etc.
Receives and responds to inquiries, requests for assistance and complaints in areas of responsibility.
Coordinates or participates in special projects as assigned.
Attends training, meetings, seminars, etc., as required to enhance job knowledge and skills.

VOCATIONAL/EDUCATIONAL PREPARATION:

Requires high school diploma or GED equivalent supplemented by formal training, special courses or self-education that is equivalent to satisfactory completion of one year of college education or specialized advanced training in customer service, clerical studies, office management or a closely related field. Requires a strong background in customer service.

SPECIAL CERTIFICATIONS AND LICENSES:

Must possess a valid state driver’s license.

EXPERIENCE REQUIREMENTS:

Requires one year and up to and including two years. Two years or more customer service experience.