Customer Service Representative (S05)

Job Description

Primary purpose:
Under the direct supervision of the Customer Service Manager, performs customer service functions between City residents and City Hall. Assists with fielding complaints via phone call and electronic method, 311 service requests, errors, billing, updates and all other inquiries.

Supervision:
Supervision Received: Customer Service Manager.

Supervision Given: None,

Essential Functions:
(The essential functions or duties listed are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.)

• Resolves complaints via all communication channels (i.e. phone, email, in person, chat, social media, etc.). Gives top priority to customer needs.
• Participates in contact campaigns (phone, email, etc.) designed to reach customer base.
• Utilizes and explains City ordinances and policies and procedures to facilitate problem resolution or educate customer.
• Efficiently ascertains reason for call and effectively satisfies customer’s need. Becomes single point of contact for customer. Utilizes call back option if necessary.
• Takes ownership of customer issue and uses protocols to facilitate satisfactory resolution including escalation to subject matter experts (SMEs) as needed.
• Works with customer service manager to ensure proper customer service is being delivered.
• Utilizes Customer Relationship Management (CRM) system(s) to process requests and research status of existing requests and determine resolution of customer issue.
• Guides customers to self-service tools (i.e. mobile 311 app and website) and educates them on process if necessary.
• Completes work assignments that may come from other channels (i.e. web bulk and white goods reports)
• Takes receipt of payments for various permits and products and batches payments for Treasury.
• Assists co-workers with workload when available or as determined by management. Manages development review requests and reviews applications for site plan approval and special permits, comprehensive permits, administrative site plan reviews, accessory apartment and home business reviews, and reviews of public building projects.
• Provide coverage during emergency situations (inclement weather, man-made or natural disasters, infectious disease outbreaks, etc.) during traditional and non-traditional hours of operations.
• Provide coverage during extended hours of operation for City Hall.
• Positive Contributor to Team. Participates in staff meetings.
• Performs other duties as required.

Minimum Entrance Qualifications:
(To perform successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals to perform the essential functions.)

Education, Training and Experience: High School diploma or equivalent and one to three (1-3) years of related experience and/or training.

Knowledge, Ability and Skill:
Customer Service; Problem Solving; Interpersonal; Telephone; Listening; Written and Oral; Working in and with a Diverse population; Team Player; and Basic Computer Usage. A strong commitment to public service required.

Physical requirements/work environment:
(The physical demands described here represent those requirements that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

Work is performed under typical office conditions; the noise level is quiet to moderate at most times. Essential functions are regularly performed without exposure to adverse environmental conditions.

Operates computers, printers, facsimile machine, copier, calculator, telephone and standard office equipment.

Has frequent contact with other City departments, current employees, and vendors/service providers.

Has access to all department-level confidential information, which requires the application of appropriate judgment, discretion and professional office protocols.
Errors in judgment or omissions could result in considerable confusion and delay, have a continuing adverse effect on the department’s ability to deliver services, be costly to correct and cause significant adverse public relations.

Tasks require the ability to exert light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5 - 10 pounds). Tasks may involve extended periods of time at a keyboard or workstation. Some tasks require the ability to perceive and discriminate sounds and visual cues or signals. Some tasks require the ability to communicate orally. Requires the ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions.

Performance Standard:
Employees at all levels are expected to effectively work together to meet the needs of the community and the City through work behaviors demonstrating the City’s values. Employees are also expected to lead by example and demonstrate the highest level of ethics.

(This job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.)

Company Description

THE CITY:

The City of Newton is a wonderful place to live and work. Newton has safe and attractive neighborhoods, an excellent public school system, an active community life, multiple transportation systems, proximity to Boston and a well-managed and financially strong City government. The City of Newton has a population of approximately 88,900, with 32,600 housing units and occupies a land area of 18.3 square miles. Newton is principally suburban-residential in character. Unlike many other communities that are established around a single Main Street or downtown, Newton is comprised of thirteen distinctive villages. Newton has a diversified economic base with approximately 4,700 establishments employing approximately 79,500 people. Newton is special in many ways. It is home to a variety of private secondary and post-secondary schools including a portion of Boston College, Lasell University, William James College, Hebrew College, and the UMass Amherst – Mount Ida Campus. The longest stretch of the Boston Marathon runs through the City, including the well-known Heartbreak Hill. Newton-Wellesley Hospital, part of the Mass General Brigham health care system, serves as an important partner to the City. In September 2018, Newton was again ranked #1 in Massachusetts as the best place to live and #12 in the U.S.

OUR GOVERNMENT:

Newton has what is known as a “strong Mayor” form of government with the Mayor having the executive and administrative powers of the City. The legislative branch is comprised of 24 City Councilors. Mayor Ruthanne Fuller was sworn in on January 1, 2018 after serving on the City Council. She ran on a platform of providing Newton’s children with a top-notch education in an inclusive environment where empty nesters, seniors, young families, and people of diverse incomes can live together in vibrant villages and neighborhoods. Mayor Fuller is committed to keeping Newton safe, improving the city’s infrastructure, addressing climate change, providing excellent and responsive city services, and fostering art, culture and community life. The first female Mayor of Newton, she is a tireless advocate for all the city’s residents and is committed to making sure the city is welcoming, inclusive and diverse. The City of Newton was evaluated by Moody’s Investors Services in February 2020 and assigned its highest rating of AAA. Newton was thus well-positioned to weather the pandemic and economic downturn.

AS AN EMPLOYER:

The City of Newton believes that its employees are its greatest asset. To that end, we are committed to supporting our employees by providing competitive wages and growth, a comprehensive benefits package which includes a defined municipal pension plan, quality health and dental insurance plans, generous paid leave benefits, paid holidays, and access to supplemental benefits such as deferred compensation, short term disability plans, flexible spending accounts, and other employee benefits. We also provide access to an Employee Assistance Program and access to employee training and professional development opportunities. We continuously work to review and expand upon our benefit offerings. We encourage you to visit our Human Resources Department website to learn more about our organization and benefits which are available to our employees. And as always, you are encouraged to reach out to our dynamic HR Team by emailing hr@newtonma.gov.

Human Resources Diversity Statement

We recognize our workforce is a source of strength that is vital to our ability to effectively serve the City of Newton’s diverse community. We will:

• Actively recruit, develop, and retain a diverse and talented workforce.
• Proactively address discrimination through education and in partnership with other departments and leaders.
• Serve as a role model to celebrate and nurture diversity.
• Foster inclusion by staying curious and clarifying assumptions.
• Evaluate and develop policies and practices that reflect the diverse nature of our workforce.
• Build and strengthen accountability at all levels to support diversity efforts.

Benefits

• Health insurance
• Dental insurance
• Tuition Reimbursement
• Flexible Spending Accounts
• 457 Deferred Compensation plans
• Metro Credit Union
• Verizon Wireless discount
• Employee Assistance Program
• Generous paid leave time benefits and paid holidays.
• City Retirement (Mandatory)
• Weekly Direct Deposit
• Opportunity to serve the public and join a dynamic team of dedicated employees