Customer Service Representative (48293)

General Description:

The purpose of this class within the organization is to provide exemplary customer service to customers and department head for assigned department. This class works under general supervision, independently developing work methods and sequences.

Minimum Education and Experience Requirements:

Requires High School graduation or GED equivalent supplemented by courses in Administrative Office Technology. Proficiency in Word and Excel is required. The equivalent combination of education, training and related work experience may be considered. Requires five years in clerical work or customer service or closely related experience.

Desirable Knowledge, Skills, and Abilities:

• Considerable knowledge of office practices and procedures.
• Knowledge of business English, spelling, arithmetic, and vocabulary.
• Knowledge of modern office practices, procedures, and equipment.
• Ability to exercise sound judgment regarding confidential information.
• Ability to use independent judgment and initiative in performing routine and some non-routine tasks.
• Ability to plan, organize, and prioritize daily assignments and work activities.
• Ability to type accurately at a rate sufficient for the successful performance of assigned duties.
• Ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under stress when confronted with emergency situations or tight deadlines.
• Ability to maintain positive customer-focused relationships with co-workers, supervisors, agencies, the general public, and all other internal and external customers.  Personally demonstrates appropriate customer service skills.
• Work is performed onsite. The incumbent must be present at work to perform the essential functions of this job.
   

Essential Job Functions:

1. Provides lobby coverage at the Neighborhood Services building by greeting guests, visitors and customers and directs or escorts them to specific destinations.
2. Provides extensive customer service via phone, email, fax to the general public, customers, visitors and other interested parties; identifies issues and addresses customer concerns; answers inquiries; contacts appropriate department to schedule repairs.
3. Records and enters calls for service and requests from customers and other city departments and enters all information into software system.
4. Processes credit card statements and invoices.
5. Sorts and distributes mail and assists with special mailings.
6. Performs responsible and varied secretarial duties for department head.
7. Prepares work orders for services and forwards to appropriate department.
8. Provides accurate information to callers or forwards calls to appropriate personnel; communicates with city staff.
9. Submits work orders.
10. Maintains, updates, and approves requests for usage of conference rooms, manually and electronically.
11. Set- up, break down conference rooms after some events.
12. Provide support for set up of audio-visual equipment in conference rooms.
13. Performs related work as assigned.

This Notice is not intended to be an all-inclusive list of duties, knowledge, skills and abilities required to do the job. This is intended only to describe the general nature of the job. A more comprehensive list of duties, responsibilities and essential job functions is available on the job description. The City of Rock Hill is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, politica