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Position Purpose
The Senior Customer Service Representative performs high level customer service activities, trains and advises lower level customer service representatives, and handles complex or unusual customer problems in response to customer needs. Serves as a lead worker and coordinates the daily activities of representatives to ensure timely, efficient, and courteous service is provided to customers.
Essential Functions
1 Leads, coordinates and trains the customer service staff in the proper procedures used to respond to customers’ needs; handles complex and unusual customer problems and questions to resolve the issue and respond to customer needs.
2 Plans and schedules activities of staff to ensure efficient coverage at all times; monitors work of lower level employees by analyzing telephone reports and providing feedback to minimize the number of calls that are lost and to ensure the quality of customer service provided; performs and monitors employees performance to ensure quality control measures are met; interviews and recommends hiring of new employees.
3 Maintains, organizes, and monitors various filing system and departmental documents for easy retrieval and ready reference; prepares and drafts weekly, monthly, and quarterly reports on activities of the division or employees; participates in the establishment and implementation of policies and procedures for a specific area of responsibility.
4 Establishes and maintains accurate billing by interacting with the public to interpret ordinances and to resolve customer service problems relating to department; maintains billing files containing service histories on service accounts to ensure accurate records are kept on service provided to customers.
5 Issues badges and identification cards for personnel performing work in various departments; monitors safety and operational standards; assists with media communication and regulations; processes and handles cash transactions and billing invoicing.
6 Investigates problems and gathers and analyzes information to advise the public and resolve problems in compliance with city ordinances and regulations; processes payoff liens, new account applications
7 Prepares and develops cost estimates and bills customers for service rendered in accordance with set rates to ensure accuracy of customer accounts; contacts commercial and non-commercial customers to establish accounts.
8 Performs any and all other tasks as needed or assigned
Minimum Qualifications
EDUCATION:
High school diploma or GED.
EXPERIENCE:
Four (4) years customer service experience requiring heavy phone/public contact which involved data entry, analyzing accounts and/or complaint resolution.
LICENSE:
Some positions require valid driver’s license with a good driving record.
OTHER REQUIREMENTS:
Some positions require availability to work varying shifts including nights, weekends and holidays.
PREFERENCE:
English/Spanish bilingual skills are a plus.
Supplemental Information
Knowledge and Skills
1 Ability to investigate, collect and analyze information for accuracy, consistency and conformance to established policy.
2 Ability to determine concerns and service requests and identify courses of action.
3 Ability to interpret ordinances, codes and departmental policy.
4 Knowledge of safety and certification guidelines for badges and ID cards.
5 Ability to communicate effectively, both orally and in writing.
6 Ability to interact tactfully with employees and the public.
7 Ability to coordinate the work of others.
8 Ability to prepare clear and concise reports.
9 Establishing and maintaining effective professional relationships.
The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications.
For evaluation purposes, acceptable qualifying experience for all positions must have been in a paid capacity unless noted otherwise in the minimum qualifications for the posted position.
Additionally, 30+ hours per week will be counted as full-time employment and will receive full credit for the amount of time employed. A minimum of 15 through 29 work hours per week will be counted as part-time employment and will receive half credit for the amount of time employed.
