What are the responsibilities and job description for the Customer Service Representative I position at City of Pensacola?
his position is open to current City of Pensacola Housing employees only
Minimum Preparation for Work:
Necessary Special Requirements:
Nature of Work:
Examples of Work:
Knowledge, Skills and Abilities:
Mental and Physical Requirements:
Work Environment:
Minimum Preparation for Work:
- Graduation from high school or equivalent; and
- Two (2) years of experience in customer service (i.e. assisting customers in initiating services, responding to inquiries and dealing with delinquent accounts.)
Necessary Special Requirements:
Possession of an appropriate driver license for equipment operated and any license, training or certification required by law or regulation to complete assigned tasks.
Nature of Work:
An employee in this class provides customer service-related tasks to residents, business owners, and the general public in person, via electronic media (e.g., email, 3-1-1 system, etc.) or by telephone. This employee, while performing the essential functions of the job, works in a typical office setting, uses standard office equipment, reads printed material, uses software programs, and reads from a computer screen.
Work involves the application of independent judgment on the basis of considerable knowledge of the activities, practices, procedures, and policies of the department. An employee in this class may assign and review the work of other employees for routine work.
** When assigned to Pensacola Energy, this employee participates in a customer service rotation program between Pensacola Energy Operations and Pensacola Energy Customer Care Center.
Work involves the application of independent judgment on the basis of considerable knowledge of the activities, practices, procedures, and policies of the department. An employee in this class may assign and review the work of other employees for routine work.
** When assigned to Pensacola Energy, this employee participates in a customer service rotation program between Pensacola Energy Operations and Pensacola Energy Customer Care Center.
Examples of Work:
- Responds to requests for information and service from City customers and the general public regarding City services.
- Answers incoming calls and provides requested information immediately or forwards to the appropriate source of information.
- Retrieves, enters, and updates information from computer databases and informational web pages.
- Assists customers with inquiries or problems related to City programs and services by asking questions to determine customer needs; determines the critical nature of the request and if immediate action is required
- Observes and complies with departmental policies and procedures, customer service quality standards and compliance guidelines.
- Establishes and terminates City services for customers.
- Oversees, directs, and trains other customer service staff in various customer service duties.
- Performs other related duties as assigned.
Knowledge, Skills and Abilities:
- Knowledge of standard customer service delivery practices and procedures sufficient to be able to process various types of phone/email contacts associated with customer service duties.
- Knowledge of basic principles and practices of clerical accounting and billing.
- Knowledge of pertinent Federal and State laws and City ordinances related to the area in which the employee is to be assigned.
- Ability to analyze situations objectively and make sound judgments and recommendations.
- Ability to organize and interpret data and write reports.
- Ability to operate standard office equipment.
- Ability to make simple mathematical computations.
- Ability to express oneself clearly and concisely, both orally and in writing.
- Ability to establish and maintain effective working relationships with associates and the general public.
- Ability to multi-task and to organize work to ensure timely completion of assignments.
The mental and physical demands and the work environment characteristics described below are representative of those 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.
Mental and Physical Requirements:
While performing the duties of this job, the employee is regularly required to use hands and fingers to hold or feel, reach with hands and arms, walk, talk and hear. The employee is occasionally required to stand, sit, climb, balance, stoop, and crouch. Specific vision abilities include close, distance, color, and peripheral vision, and depth perception.
Work Environment:
The noise level in the work environment is usually moderate. Some jobs may require an employee to be exposed to outside weather conditions, wet and/or humid conditions.
This description is not intended to be, nor should it be construed as an all-inclusive list of responsibilities, skills or working conditions associated with the position. It is intended to accurately reflect the activities and requirements of the position, but duties may be added, deleted, or modified as necessary. This description does not constitute a written or implied contract of employment.
This description is not intended to be, nor should it be construed as an all-inclusive list of responsibilities, skills or working conditions associated with the position. It is intended to accurately reflect the activities and requirements of the position, but duties may be added, deleted, or modified as necessary. This description does not constitute a written or implied contract of employment.
Salary : $24,814 - $41,496
