What are the responsibilities and job description for the Customer Service Specialist II position at City of Shelton?
This position serves as the front line ambassador of the City and is responsible for providing direct customer service to the public at the front counter, over the telephone and electronically. The Customer Service Specialist responds to customer inquiries and complaints, promptly, accurately, and in a courteous manner. This individual is responsible for intake and processing of various City inquiries and requests in support of multiple City departments. Provides backup support for the Permit and Applications Coordinator for the permit and applications processing, coordination of services relating to the Civic Center and Parks scheduling and rentals, and the Recreation Program scheduling and enrollment.
This position is within a collective bargaining unit.
The first round of interviews for this position is scheduled for the first week of March.Present a positive, professional image as a City representative. Assist walk-in, telephone, electronic customers’ varied requests including, but not limited to, utility payments, account inquiries, planning and building Applications, City permits, public disclosure requests, business licenses, customer complaints, etc.
Work with customers to resolve concerns, including, but not limited to, billing, shut off for non-payment, complaints, and customer payment portal questions. Create new customer accounts. Work with customers on past due account balances.
Responsibilities include cash receipting functions including, receipt of all utility payments, business licenses, taxes, rental fees, activity revenue, and departmental receipts, daily balancing and journaling of cash receipts, preparation of the daily bank deposit, etc.
Record and track customer service requests for CD/PW. Radio crews when emergency repairs are necessary.
Assist with over the counter applications/permits and in-taking SFR and commercial applications/permits when assistance is needed or the Permit and Applications Coordinator is out of the office.
Prepare and send invoices for civic center rental customers, sludge load tickets, right-of-way applications, and permits including but not limited to hydrant permits, building permits, etc.
Schedule and process Civic Center meeting room and banquet rental applications. Opening and closing the Civic Center on a daily basis and support of security related functions.
Support Parks and Recreation by processing reservation applications, scheduling, and support Recreation programs.
Provide support for Permit and Applications Coordinator when unavailable to assist customers, and distribute incoming mail to appropriate departments/personnel and prepare and post outgoing mail.
File and maintain department records, including customer accounts in compliance with State, Federal, and local record retention schedules.
Provide clerical and administrative support to various departments as needed. Responsibilities include filing, organizing, copying, scanning, typing correspondence, memos, and reports, faxing, binding, compiling reports, and preparing mailings, along with other assigned tasks and projects.
Coordinate with Supervisor and other staff for coverage during absences.
Maintain desk manual with up to date information. Implementing cross-training when processes and information are changed.
The duties listed above 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.EDUCATION AND EXPERIENCE:
High School graduate; have at least two (2) years of demonstrated cashiering and clerical experience involving public contact; or an equivalent combination of experience, education, and training that would provide the level of knowledge and ability required for the position.
COMMUNICATIONS SKILLS:
Must have strong skills in communicating and services. Requires diplomacy skills in defusing situations. Ability to prepare clear and comprehensive written reports and computer presentations. Ability to speak effectively and persuasively in a variety of situations. Ability to accurately interpret communication from others. Ability to effectively work with others and communicate concepts and ideas. Ability to establish and maintain cooperative relations with City officials and employees, the general public, and representatives of other agencies toward the accomplishment of assigned projects.
MATHEMATICAL SKILLS:
Ability to perform complex mathematical calculations with error free accuracy. Ability to develop and use spreadsheets and a variety of financial and other mathematical functions.
REASONING ABILITY:
Ability to work within established guidelines with little direct supervision. Ability to deal with general public in all types of situations arising during daily work activities.
CERTIFICATES, LICENSES, REGISTRATIONS:
Have, or have the ability to obtain, a valid Washington State Motor Vehicle Operator's License and WA State notary certification.
OTHER SKILLS and ABILITIES:
Possess a high degree of enthusiasm and attention to detail. Possess analytical skills and basic problem-solving abilities. Strong telephone skills are required. Ability to operate personal computers including expertise with a variety of office applications such as Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), postage meter, copy machine, FAX machine, etc.The work environment conditions described here are representative of those an employee encounters while performing the essential functions of this job.
Work is typically performed in a high traffic reception area with possible noise and distractions.
This position is within a collective bargaining unit.
The first round of interviews for this position is scheduled for the first week of March.Present a positive, professional image as a City representative. Assist walk-in, telephone, electronic customers’ varied requests including, but not limited to, utility payments, account inquiries, planning and building Applications, City permits, public disclosure requests, business licenses, customer complaints, etc.
Work with customers to resolve concerns, including, but not limited to, billing, shut off for non-payment, complaints, and customer payment portal questions. Create new customer accounts. Work with customers on past due account balances.
Responsibilities include cash receipting functions including, receipt of all utility payments, business licenses, taxes, rental fees, activity revenue, and departmental receipts, daily balancing and journaling of cash receipts, preparation of the daily bank deposit, etc.
Record and track customer service requests for CD/PW. Radio crews when emergency repairs are necessary.
Assist with over the counter applications/permits and in-taking SFR and commercial applications/permits when assistance is needed or the Permit and Applications Coordinator is out of the office.
Prepare and send invoices for civic center rental customers, sludge load tickets, right-of-way applications, and permits including but not limited to hydrant permits, building permits, etc.
Schedule and process Civic Center meeting room and banquet rental applications. Opening and closing the Civic Center on a daily basis and support of security related functions.
Support Parks and Recreation by processing reservation applications, scheduling, and support Recreation programs.
Provide support for Permit and Applications Coordinator when unavailable to assist customers, and distribute incoming mail to appropriate departments/personnel and prepare and post outgoing mail.
File and maintain department records, including customer accounts in compliance with State, Federal, and local record retention schedules.
Provide clerical and administrative support to various departments as needed. Responsibilities include filing, organizing, copying, scanning, typing correspondence, memos, and reports, faxing, binding, compiling reports, and preparing mailings, along with other assigned tasks and projects.
Coordinate with Supervisor and other staff for coverage during absences.
Maintain desk manual with up to date information. Implementing cross-training when processes and information are changed.
The duties listed above 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.EDUCATION AND EXPERIENCE:
High School graduate; have at least two (2) years of demonstrated cashiering and clerical experience involving public contact; or an equivalent combination of experience, education, and training that would provide the level of knowledge and ability required for the position.
COMMUNICATIONS SKILLS:
Must have strong skills in communicating and services. Requires diplomacy skills in defusing situations. Ability to prepare clear and comprehensive written reports and computer presentations. Ability to speak effectively and persuasively in a variety of situations. Ability to accurately interpret communication from others. Ability to effectively work with others and communicate concepts and ideas. Ability to establish and maintain cooperative relations with City officials and employees, the general public, and representatives of other agencies toward the accomplishment of assigned projects.
MATHEMATICAL SKILLS:
Ability to perform complex mathematical calculations with error free accuracy. Ability to develop and use spreadsheets and a variety of financial and other mathematical functions.
REASONING ABILITY:
Ability to work within established guidelines with little direct supervision. Ability to deal with general public in all types of situations arising during daily work activities.
CERTIFICATES, LICENSES, REGISTRATIONS:
Have, or have the ability to obtain, a valid Washington State Motor Vehicle Operator's License and WA State notary certification.
OTHER SKILLS and ABILITIES:
Possess a high degree of enthusiasm and attention to detail. Possess analytical skills and basic problem-solving abilities. Strong telephone skills are required. Ability to operate personal computers including expertise with a variety of office applications such as Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), postage meter, copy machine, FAX machine, etc.The work environment conditions described here are representative of those an employee encounters while performing the essential functions of this job.
Work is typically performed in a high traffic reception area with possible noise and distractions.
Salary : $46,144 - $61,925
