Customer Resources Specialist

Answers incoming requests in a friendly manner, responds to broad questions and takes complaints from the general public; inputs and/or logs information received into the call center’s communications and computer equipment; directs requests to the appropriate department for further action.

Performs follow-up on a variety of requests for information or public complaints; provides information of City operations; refers inquiries to other sources as required; assists users with password resets.

Operates credit card machine, registers/cash-drawers, computer and telecommunication equipment; performs related routine clerical work; refers technical operation problems to appropriate personnel.

Provides proactive support for internal and external customers.

Assists with other Customer Care duties, such as special projects, training responsibilities or other similar tasks as assigned.

Recommends and supports the City’s policies and procedures.

Refers to department operating procedures, administrative policies and procedures, regulations and standards, reference manuals and sources in performing assigned job duties; attends meetings, seminars and training sessions to remain
City of East Point Class Specifications
knowledgeable of departmental operations and to promote improved job
performance.

Uses prescribed telephone etiquette as well as in person and follows customer service procedures; must be courteous to citizens and employees.

Supports the core values of the Customer Care Department to include honesty and integrity; respect and compassion for all persons; first and foremost priority of serving customers, responsiveness and accountability to those served, and pursuing excellence in all endeavors undertaken; exhibits behavior that shows courtesy, decency, and respect to all persons; displays a caring, helpful, and friendly attitude; takes pride in doing a good job; maintains a positive and cooperative attitude; is sensitive to creating and maintaining positive public perceptions; is eager and willing to serve; continually seeks to improve performance; looks for better ways to serve the public; welcomes accountability, and fosters a positive team spirit.

Obtains and verifies information and inputs call or in person information into computer for service requests/work orders; reviews, modifies, or corrects call information; documents all contact with customers on customer accounts.

May be required to work on various shifts and overtime.

Accurately records amounts received and issues proper receipts.

Prepares daily deposits, balances drawer, files daily transactions, keys in batches and post transactions.

Prepares the daily cash report; makes and/or prepares deposit slips in preparation for delivery to the bank.

Performs other duties as assigned.

Knowledge of modern office procedures and practices

Knowledge of general cash handling practices

Knowledge of City ordinances, policies and procedures

Knowledge of computerized systems for maintaining financial records

Skill in providing customer service to the general public

Skill in performing basic mathematical calculations
City of East Point Class Specifications

Skill in oral and written communication

Ability to maintain accounting and clerical records and prepare reports

Ability to work independently and as a team
Supervisory Controls: This position works under the supervision of the Customer Service Lead and/or Supervisor
Guidelines: Guidelines include City ordinances and City and departmental policies and procedures.
Complexity: The work consists of a variety of administrative and clerical duties.
Scope and Effect: The purpose of this position is to collect and process public and in-house requests for information or action that is received through the 311 Call Center. Successful performance helps ensure the efficient and effective operation of City services.
Personal Contacts: Contacts are typically with co-workers, other City employees, and the general public.
Purpose of Contacts: Contacts are typically to give or exchange information and provide services.
Physical Demands: The work is typically performed with the employee sitting or standing at a work station. Tasks involve the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (under 25 pounds). Tasks may involve extended periods of time at a keyboard or work station.
Work Environment: The work is typically performed in an office.
Supervisory and Management Responsibility: None