What are the responsibilities and job description for the Customer Service Representative position at Roanoke County, VA?
GENERAL DESCRIPTION
Performs work of moderate difficulty in assisting citizens and customers (internal and external) with requests for information or services, responsible delivery of mail and packages, and in resolving requests, complaints or problems. Administrative work that may include data entry, sorting mail, payment collection, and maintaining department records. Interprets County policies in researching and resolving customer inquiries, requests and complaints. Work is performed under general supervision, often using independent judgement to resolve situations. Performs other duties as required.
ESSENTIAL JOB FUNCTIONS
- Delivers uncompromising customer service, responding immediately to citizen or customer requests, inquiries, and concerns.
- Works directly with the public on the phone and in person demonstrating good communication skills in a warm, friendly manner.
- Provides information to customers and citizens regarding departmental programs and policies, delivery schedules, mail, appointments, and service delivery.
- Resolves customer and citizen questions and problems following established policies.
- Sorts, picks up, and distributes mail and inter-office messages.
- Prepares, updates and maintains customer records in various databases.
- Performs related administrative work including data entry and record keeping.
- Transports personnel, equipment and supplies to various locations.
- Reviews various reports on a regular basis to ensure accuracy of data.
REQUIREMENTS/PREFERENCES
Education
Required: High school diploma or equivalent.
Experience
Certifications/ Licenses
Required: Valid Virginia driver's license required with good driving record.
Knowledge, Skills and Abilities
- Ability to work with the public in person and by phone using tact and courtesy; advise on and interpret County policies in researching and resolving customer inquiries, requests and complaints and to follow oral and written directions.
- Ability to function as part of a team, as well as develop and maintain excellent working relationships with staff, coworkers and the general public.
- Ability to acquire knowledge of the location of various County departments and offices.
- Ability to communicate with crews on the routes (via radio) to resolve issues both there and with citizens in real time.
- Skill in the operation of a personal computer and use of Microsoft Word and Excel.
- Good knowledge of office terminology, procedures, and equipment technology.
- Some knowledge of storeroom practices, including receiving, checking and issuing procedures.
- Ability to understand oral and written instructions
- Ability to lift and carry heavy boxes and materials.
Supervisory Responsibilities
None
Additional Requirements
Subject to a complete criminal history background search with acceptable results. Following a conditional offer of employment, must pass a post offer physical examination. Must also be able to perform the job as described in the Physical and Environmental Demands section of this job description.
Full-time employees are eligible for a comprehensive benefit package that includes:
- Progressive Flexible Leave Plan with cash-in option
- Twelve paid holidays
- Short Term Disability Insurance
- Long Term Disability Insurance
- Health, Vision and Dental Insurance
- Life Insurance
- Flexible Spending Accounts - Medical and Dependent Care
- Virginia Retirement System - Membership in VRS is automatic upon hire into a covered position. County contributes and employees pay their membership contribution.
- Deferred Compensation Plan with County Match
- Employee Assistance Program
- Credit Union Membership
