Customer Service Assistant (Office Support Assistant II - Represented)

Position Description

Anne Arundel County Government is looking to fill a Full-Time, Permanent, Represented Customer Service Assistant (Office Support Assistant II - Represented) position in the Customer Service Section of Waste Management Services within the Department of Public Works.

This varied and diversified office support work provides a full range of general office support tasks. Contacts are with county employees at all levels and with the general public to receive and provide information, respond to complaints, and answer questions.

NATURE AND VARIETY OF WORK

An employee in this class performs various difficult office support tasks in support of the assigned office or program area. This class of work is distinguished from the Office Support Assistant I by the complexity of work and independent judgment required in completing assignments. The supervisor provides general guidance for new or unusual assignments and recurring assignments are performed independently. The employee follows established procedures and reference manuals containing laws, regulations, and procedures to accomplish tasks. Employees perform work using a variety of office automation equipment and software applications to produce forms, documents, and correspondence in a variety of formats. Work is performed in an office setting and is passive. Work products affect the accuracy and reliability of further processes and services. The work involves meeting deadlines and possessing time-sensitive documents. Work includes the operation of a computer keyboard and video display terminals. Work performance is reviewed and evaluated by a supervisor.

Examples of Duties and Knowledge, Skills and Abilities

(Note: The duties and responsibilities enumerated in this class specification are for the purpose of determining a common set of minimum qualifications and salary levels for all positions in this class. They are not intended to include all of the essential functions of all positions in the class.)

Provide Administrative support for the Cart Maintenance Program; monitor and create cart requests in Cass Works, communicate with customers for scheduling instructions, assist the Recycling Specialist with reports in Cass Works, and enter relative cart data in Cass Works.
Performs assigned tasks with customers' needs in mind; enters scheduled collection into Cass Works and coordinates between customer and bulk truck crew.
Receives complaints from customers, and enters complaints into Cass Works.
Communicates information to inspectors and or contractors for investigation, and receives follow-up information from inspectors and/or contractors.
Communicates with customers, contractors, supervisors, inspectors, and database accurately; available to perform duties as scheduled.
Reviews, codes, enters, and updates data in manual and/or automated systems to maintain current records and initiate corrective actions, as necessary, to assure accuracy and completeness.
Receives visitors, answers telephones, and supplies information to the general public and other county employees, making referrals as appropriate.

KNOWLEDGE, SKILLS, AND ABILITIES

Considerable knowledge of modern office practices, procedures, and equipment.
Considerable knowledge of business English, spelling, and arithmetic.
Considerable knowledge of departmental rules, regulations, procedures, and functions.
Ability to establish and maintain effective working relationships with other employees and the public.
Ability to process office forms, claims, bills, requests, and applications.
Ability to prepare statements and notices, computing applicable charges based on records and regulations.
Ability to meet time-sensitive deadlines and handle confidential records.

Minimum Qualifications

Education: Graduation from high school.

Experience: Two (2) or more years of experience in general office support duties.

NOTE: Longevity pay is available based on years of service.

Supplemental Qualifications

Preference will be given to applicants who possess the following:

1. Strong customer service skills.

2. Proficiency in the use of the Microsoft Office Suite applications (PowerPoint, Excel, Word).

3. Experience screening customer calls and greeting walk-in customers.

4. Experience in Waste Management such as curbside collection with recycling, trash, or yard waste.