311 Customer Service Assistant

GENERAL STATEMENT OF JOB

Under general supervision, this position provides customer service and assistance to citizens related to city services and information and responds to a variety of requests and non-emergency situations for various city departments and operations. Reports to the 311 Customer Service Supervisor.

ESSENTIAL JOB FUNCTIONS

Provides support to a variety of internal and external customers concerning a broad base of City issues, projects, services and customer concerns; maintains current knowledge of the city’s website and the functions and operating procedures of city departments and agencies; and responds to telephone and email inquiries from the public and city employees with tact and professionalism.

Reviews daily updates related to current city activities or events; uses computer software to research questions and to choose the appropriate level of service based on the request or concern; performs administrative support work such as inputting, updating and editing customer service requests, and functions that may require interpretation, judgment and determining appropriate processes to be used.

Performs other related work as required. Individual assignments will be determined by supervisor based on current workload and department needs.

PERFORMANCE INDICATORS

Knowledge of Job: Considerable knowledge of principles and processes for providing customer service. This includes meeting quality standards for service Is able to exercise considerable tact, courtesy and discretion in contact with program applicants and clients, and the general public. Is able to exercise considerable discretion in handling confidential files. Is able to establish and maintain effective working relationships as necessitated by work assignments. Knowledge of general office equipment and personal computers to include word processing, spreadsheet, databases, custom applications, and related software. Comprehensive knowledge of office systems, practices, procedures and administration.

Quality of Work: Maintains high standards of accuracy in exercising duties and responsibilities. Exercises immediate remedial action to correct any quality deficiencies that occur in areas of responsibility. Maintains high quality communication and interacts within department and division, and with co- workers and the general public.

Quantity of Work: Maintains effective and efficient output of all duties and responsibilities as described under “Essential Job Functions.”

Dependability: Assumes responsibility for doing assigned work and meeting deadlines. Completes assigned work on or before deadlines in accordance with directives, city policy, standards and prescribed procedures. Accepts accountability for meeting assigned responsibilities in the technical, human and conceptual areas.

Attendance: Attends work regularly and adheres to city policies and procedures regarding absences and tardiness. Provides adequate notice to higher management with respect to vacation time and time- off requests.

Initiative and Enthusiasm: Maintains an enthusiastic, self-reliant and self-starting approach to meet job responsibilities and accountabilities. Strives to anticipate work to be done and initiates proper and acceptable direction for completion of work with a minimum of supervision and instruction.

Judgment: Exercises analytical judgment in areas of responsibility. Identifies problems or situations as they occur and specifies decision objectives. Identifies or assists in identifying alternative solutions to problems or situations. Implements decisions in accordance with prescribed and effective policies and procedures and with a minimum of errors. Seeks expert or experienced advice and researches problems, situations and alternatives before exercising judgment.

Cooperation: Accepts supervisory instruction and direction and strives to meet the goals and objectives of same. Questions such instruction and direction when clarification of results or consequences are justified, i.e., poor communications, variance with city policy or procedures, etc. Offers suggestions and recommendations to encourage and improve cooperation between all staff persons within the department.

Relationships with Others: Shares knowledge with supervisors and staff for mutual and departmental benefit. Contributes to maintaining high morale among all department employees. Develops and maintains cooperative and courteous relationships with department employees, staffers and managers in other departments, representatives from organizations, and the general public so as to maintain good will toward the department and project a good departmental image. Tactfully and effectively handles requests, suggestions and complaints from other departments and persons in order to maintain good will within the city.

Coordination of Work: Plans and organizes daily work routine. Establishes priorities for the completion of work in accordance with sound time-management methodology. Avoids duplication of effort. Estimates expected time of completion of elements of work and establish a personal schedule accordingly. Attends meetings, planning sessions and discussions on time. Implements work activity in accordance with priorities and estimated schedules. Maintains a calendar for meetings, deadlines and events.

Safety and Housekeeping: Adheres to all safety and housekeeping standards established by the city and various regulatory agencies. Sees that the standards are not violated. Maintains a clean and orderly workplace.

Human Relations: Strives to develop and maintain good rapport with all staff members. Listens to and considers suggestions and complaints and responds appropriately. Maintains the respect and loyalty of staff.

Policy Implementation: Has a clear and comprehensive understanding of city policies regarding the division, department, and city function. Adheres to those policies in the discharge of duties and responsibilities.

Policy Formulation: Keeps abreast of changes in operating philosophies and policies of the city and continually reviews division policies in order to ensure that any changes in city philosophy or practice are appropriately incorporated. Also understands the relationship between operating policies and practices.

EDUCATION & EXPERIENCE

A high school diploma or the equivalent and 3 -5 years of directly related customer service experience, or an equivalent combination of education and experience.

SPECIAL REQUIREMENTS

An acceptable general background check to include a local and state criminal history check. 

This job is considered essential personnel and will be required to work during and following natural disasters and emergency situations. 

MINIMUM QUALIFICATIONS OR STANDARDS REQUIRED

TO PERFORM ESSENTIAL JOB FUNCTIONS 

Physical Requirements: Requires the ability to exert light physical effort in sedentary to light work. 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 keyboard or work station.

Data Conception: Requires the ability to compare and/or judge the readily observable, functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people or things.

Interpersonal Communications: Requires the ability of speaking and/or signaling people to convey or exchange information. Includes giving instructions, assignments and/or directions to subordinates or assistants. Contacts include the public and others within the organization. Position must be able to deal with diverse groups, function effectively under adverse or stressful working conditions, use proper situational judgment in applying policies and procedure, utilize active listening, and demonstrate skill in working with people to obtain information and solve problems.

Time Management: Plans and organizes daily work routine. Estimates expected time of completion of elements of work and establishes a personal schedule accordingly. Implements work activities in accordance with priorities and estimated schedules.

Customer Service: Considerable knowledge of principles and processes for providing customer service. This includes meeting quality standards for service.

Language Ability: Requires the ability to read a variety of correspondence, reports, records, forms, statistical summaries, policy manuals, etc. Requires the ability to prepare reports, correspondence, records, forms, etc., using prescribed formats and conforming to all rules of punctuation, grammar, diction, and style. 

Intelligence: Requires the ability to apply principles of logical or scientific thinking to define problems, collect data, establish facts, and draw valid conclusions to interpret an extensive variety of instructions in basic form. 

Verbal Aptitude: Requires the ability to record and deliver information to explain procedures and to follow oral and written instructions. Must be able to communicate effectively and efficiently in a variety of technical or professional languages. 

Numerical Aptitude: Requires the ability to utilize mathematical formulas, to add and subtract, multiply and divide. 

Form/Spatial Aptitude: Does not require the ability to inspect items for proper length, width and shape.

Motor Coordination: Requires the ability to coordinate hands and eyes rapidly and accurately in using automated office equipment.

Manual Dexterity: Requires the ability to handle a variety of items, office equipment, control knobs, switches, etc. Must have minimal levels of eye/hand/foot coordination.

Color Discrimination: Does not require the ability to differentiate between colors and shades of color.

Interpersonal Temperament: Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under minimal levels of stress when confronted with persons acting under stress.

Physical Communication: Requires the ability to talk and/or hear: (talking - expressing or exchanging ideas by means of spoken words; hearing - perceiving nature of sounds by ear).

AMERICANS WITH DISABILITIES ACT (ADA) REQUIREMENTS

The City of Portsmouth is an Equal Opportunity Employer.  ADA requires the City to provide reasonable accommodations to qualified individuals with disabilities.  Prospective and current employees are invited to discuss accommodations.

This is a class description and not an individual position description.     A class specification defines the general character and scope of duties and responsibilities of all positions in a job classification, but is not intended to describe and does not necessarily list the essential job functions for a given position in a classification.

Salary : $20 - $28