City of Des Moines, IA Hiring for Customer Service Representative at Des Moines, IA Full Time

Distinguishing Features of the Class
The principal function of an employee in this class is to serve as a central communication point within the assigned City department and to provide service to customers both in person, via the telephone or any other electronic means as well as providing clerical and administrative support functions to office personnel. The work is performed under the direct supervision of an assigned supervisor but considerable leeway is granted for the exercise of independent judgement and initiative. The nature of the work performed requires that an employee in this class establishes and maintains effective working relationships with all customers, City employees, business and community organizations and the public. The principal duties of this class are performed in a general office environment. Inasmuch as certain departments must regularly operate seven (7) days per week, twenty-four (24) hours per day, some employee’s may be required to work on holidays, week-ends, and during hours other than traditional business hours.

Acceptable Experience and Training

• Graduation from High School or possession of a GED; and
• Some experience in general office and customer service operations; or
• Any equivalent combination of experience and training which provides the knowledge, skills and abilities necessary to perform the work.

Required Special Qualifications

• Candidates for positions in this class must pass a post-employment offer physical examination and drug screen;
• A minimum typing speed of 40 wpm.

PERFORMANCE EXAMINATION:
Please go to speedtypingonline.com to complete a free 5-minute typing test (the site defaults as a 1 minute test but you will need to change this to 5 minutes). On the site you are able to “Personalize Results”. Please type in your first and last name as it appears on your application. The online typing test can be accepted if it is from this site only and witnessed by another person. Results printed from the testing website must meet the following requirements. Submitted exam results must show:

• Net number of words typed (Speed).
• Show that you completed a Five minute timed test.
• Your name (on the site you are able to “Personalize Results”. Please type in your first and last name as it appears on your application) and the date the exam was completed.
• Name and date must be shown on the printed results from the testing website not hand written or added by someone. Again, you can “Personalize Results” on the site.

• Witness signature, witness printed name, and valid email address for the witness. Witness must be age 18 years or older.
• If you do not have printing capabilities, please email your results to [email protected] and your witness. Your witness may then “Reply All” to the email stating their name and that they witnessed you completing the online typing test on the specified date. It is your responsibility to make sure your witness responds by the exam deadline.

You must submit exam results to the City of Des Moines Human Resources Department via email ([email protected]) by 4:00 pm CT on Monday, May 2, 2022. Passing score is 40 net words per minute (Speed).

IN LIEU OF THE PERFORMANCE EXAM: Applicants must currently hold a City of Des Moines position requiring a typing speed of 40 WPM or higher OR have previously taken the online timed typing test resulting in a score of 40 NWPM or higher within 1 YEAR of the application deadline. The applicant is required to contact the City’s Human Resources Department at (515) 283-4213 or by email at [email protected] to attach a previously submitted typing test to their current application by the application deadline (no later than 4:00 pm CT on Thursday, April 28, 2022).

Examples of Essential Work (Illustrative Only)

• Screens visitors, telephone calls, faxes, mail and messages directed to office personnel;
• Receives cash for designated items, makes appropriate change and reconciles cash drawers;
• Responds to citizens’ questions and comments in a courteous and timely manner;
• Processes applications, licenses or related documents as necessary;
• Dispatches information to key Departmental personnel as necessary;
• Distributes incoming mail to all appropriate City departments;
• Answers department telephone calls, receives and greets visitors to the department and provides information to callers and visitors or refers callers and visitors to other appropriate departments or City personnel;
• Answers customer questions requiring detailed programmatic knowledge of Departmental operations;
• Follows up on complaints from customers involving gathering information from several Departmental and intra-Department sources;
• Prepares correspondence, lists and other documents on computer;
• Gathers, assembles, updates, distributes and/or files a variety of information, forms, records and data as requested;
• Copies, packages and distributes a variety of written materials as requested by office personnel;
• Provides needed information and demonstrations concerning how to perform certain work tasks to new employees in the same or similar class of positions;
• Keeps immediate supervisor and designated others fully and accurately informed concerning work progress, including present and potential work problems and suggestions for new or improved ways of addressing such problems;
• Attends meetings, conferences, workshops and training sessions and reviews publications and audio-visual materials to become and remain current on the principles, practices and new developments in assigned work areas;
• Communicates and coordinates regularly with appropriate others to maximize the effectiveness and efficiency of interdepartmental operations and activities;
• Performs other directly related duties consistent with the role and function of the classification.

Job Type: Full-time

Pay: $20.88 – $24.73 per hour