Customer Service Representative

CITY OF SHAKER HEIGHTS

Job Title: Customer Service Representative

Department: Public Works
Salary Range: Up to $44,000 DOQ
Application Deadline: Until position is filled

General Description:
Extensive customer service, answering telephones, resolving resident complaints and recording them in detail, greeting the public, coordinates resident concerns with staff, does related work as required

Distinguishing Features of the Class:
This is responsible clerical work involving the answering of the telephone, resolving customer complaints with great attention to details, greeting public, and performing light secretarial duties. The work is performed in accordance with prescribed procedures outlined by the Director of Public Works.

Essential Functions/Typical Tasks:

• Extensive customer service, answering telephones, greeting the public;
• Gives detailed information in response to public inquiries concerning city services;
• Obtains and investigates all relevant information in order to resolve issues;
• Understands how to refer unresolved resident complaints to appropriate staff;
• Performs and coordinates projects with other office staff;
• Collects and prepares data for records and reports;
• Responsible for the day-to-day data entry and resident calls for all department services.;
• Maintains and updates databases;
• Enters, maintains and closes work orders for all department services;
• Collect deposits or payments, and/or arrange for billing;
• Maintains and orders office supplies;
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Assists other office personnel and supervisors as needed;
• Performs other clerical and secretarial duties.

Required Knowledge, Skills and Abilities:
Computer skills required - Microsoft Windows environment, including strong knowledge of Word, Access, and Excel.
Experience in government or construction environment preferred; knowledge of office terminology, procedures and equipment; knowledge of mathematics and good grammar; a clear pleasing voice and manner of speaking; ability to understand and follow simple oral and written directions; clerical aptitude; tact and courtesy; ability to operate standard office equipment; ability to file and type accurately at a reasonable rate of speed; ability to take initiative; ability to establish and maintain effective working relationships with associates and general public.

Acceptable Experience and Training:
Completion of a standard high school course or any equivalent combination of experience and training which provides the required knowledge, skills and abilities. Excellent knowledge of Microsoft Windows environment. A minimum of 3 years of relevant customer service experience required.

The City of Shaker Heights does not hire individuals who use or test positive for tobacco or nicotine products.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential tasks.

EOE

Job Type: Full-time

Pay: Up to $44,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work Location: In person

Salary : $44,000