Senior Customer Service Representative

Job Posting Closes at 11:59PM on:

09/21/25

Division:

Road & Bridge Division

Management Level:

Individual Contributor

Scheduled Weekly Hours:

40

Benefit Eligibility:

This position is eligible for Standard Benefits which includes dental, medical, and vision insurance, paid time off and holidays, retirement matching, wellness programs, and tuition reimbursement.

Description:

JOB DESCRIPTION SUMMARY:

The Customer Service Representative Senior is responsible for assisting customers with more complex inquiries and providing a high level of customer service to visitors and Department and Division staff. Follow established procedures to provide answers and/or handle customer needs, issues, and concerns as appropriate. Establish and maintain records. Compose and send correspondence as needed. Resolve issues that have been elevated from other personnel. Duties may also include a wide variety of general office support and receptionist duties such as answering telephones, providing information, documenting calls; performing data entry, receiving and responding to inquiries; assisting internal and external contacts; resolving problems, or referring inquiries to the appropriate personnel, and compiling reports. This position is expected to be proficient in all policies and procedures related to the job and to train less experienced workers. 

   

SCHEDULE: 

This position is located at the Central Shop location. A hybrid role working 40 hours per week. This position rotates on a 4-day work week during summer hours and 5-day work week in winter.  

COMPENSATION:  

Hiring Range: $20.62-$23 USD Hourly 

Hourly 

 

Compensation will be determined based on education, experience and skills. 

 

BENEFITS: 

Jefferson County offers a generous benefits package that supports your personal and professional life. Benefits include medical, dental and vision insurance, paid time off and holidays, retirement matching, wellness programs, tuition reimbursement, flexible schedules, remote work options and more.  For more information, click Here for our Total Rewards summary.   

 

ESSENTIAL DUTIES: 

• Customer Service: Responsible for assisting citizens with complex inquiries and providing a positive customer service experience. Follow established procedures to provide answers and handle citizen needs, issues, and concerns. Additionally, check voicemails and enter requests into QAlert/Cartegraph. 

• Cartegraph (Operations/Asset Management System): Manage employee profiles. Enter and maintain citizen requests. Create Work Orders and Tasks for Supervisors. Enter activity/timesheets, asphalt tickets, snow product tickets, landfill tickets, safety incident reports, vendor invoices, and CDL/DOT updates. 

• Assist and support district/team supervisors and employees with administrative needs: Perform onboarding and offboarding tasks, managing documents/files on SharePoint, email, and website. Assist employees with IT and HR-related tasks and forms. Assist other districts and serve as a backup to other Customer Service Representatives when necessary.  

• Order Locates: Order and manage utility locate requests. Keep systems and files up-to-date. 

• Administrative Training: Perform administrative training with employees. Assist with training employees on items related to HR, IT, Cartegraph, Workday, Snow training, etc.