Customer Service Representative/Clerk

The Customer Service Representative works under the direction of the Call Center/Customer Service Manager. The CSR will be responsible for providing excellent customer service to City of Taylor taxpayers, both business and residential; non-taxpayers who reside in Taylor and request city services; and non-Taylor citizens desiring Taylor services related to living, working and opening a business in the city. The customer interface will take place in person and via phone. Employees may be assigned other duties as determined by management. Essential duties will include, but are not limited to:

• Answer inquiries professionally
• Handle and resolve customer complaints
• Research required information using available resources
• Troubleshoot problems
• Identify and escalate priority issues
• Route calls to appropriate resource
• Provide information
• Complete call logs and reports
• Initiate customer requests
• Follow up with customers to determine satisfaction with provided services
• Conduct outbound research calls to collect customer service needs and information

• Must be available to work scheduled shifts Monday through Friday from 9:00 a.m. until 5:00 p.m.
• High School Diploma
• Knowledge of Microsoft Word and Excel
• Ability to enter data while on phone
• Ability to maneuver through various software programs simultaneously
• Ability to use search tools, browsers, email, attach files, scan, and fax
• Experience with customer relationship management processes and software
• Complete applicable skills test during the interview process
• Possess strong oral/written communication skills
• Possess ability to work independently
• Possess a high sense of integrity and ethics
• Trustworthy
• Ability to accept performance feedback
• Self-developer striving for continuous improvement
• Goal and deadline oriented
• Adaptable to change
• Detail oriented
• Team oriented

Benefits package includes medical. dental, vision, life insurance, short term disability, paid time off and participation in a defined contribution pension plan. This position is covered by the Labor Agreement between the City of Taylor and Local 1128 AFSCME.  All wages and benefits are paid in accordance with the labor agreement.  

Your application will be reviewed to determine if you meet the minimum qualifications. Candidates who meet the minimum qualifications will be contacted regarding the next steps in the application process. Thank you for your interest in the City of Taylor.

The City of Taylor is an equal opportunity employer and complies with all laws prohibiting discrimination on the basis of such factors as race, color, age, sex, national origin, religion, citizenship, handicap, height, weight and marital status. Under the State Persons With Disabilities Act and the Federal Americans With Disabilities Act, an employer has a legal obligation to accommodate an employee’s or job applicant’s disability unless the accommodation would impose an undue hardship on the employer. A person with a disability may allege a violation against an employer regarding a failure to accommodate his or her condition under Michigan law only if the person notifies the employer in writing of the need for accommodation within 182 days after the date the person knew or reasonably should have known that an accommodation was needed.