Customer Service Representative I - Concierge

General Description:

The purpose of this class within the organization is to provide professional customer service to customers regarding utility accounts. This class works under close to general supervision according to set procedures but determines how or when to complete tasks.

Minimum Education and Experience Requirements:

Requires High School graduation or GED equivalent. Requires one year in customer service or collections or closely related experience. The equivalent combination of education and experience may be considered.

Desirable Knowledge, Skills and Abilities:

• Knowledge of modern office practices, procedures, and equipment.
• Knowledge of Microsoft Office Suite applications.
• Extensive skill with face-to-face customer service.
• Skilled in customer service de-escalation techniques.
• Ability to understand and follow oral and written instructions.
• Ability to provide accurate and friendly direction and/or guidance to the general public.
• Ability to perform repetitive work and answer multiple questions while displaying a pleasant disposition.
• Ability to maintain composure during stress situations or events.
• Ability to effectively multi-task in a fast-paced, changing environment.
• Ability to build positive rapport with City employees, elected officials and the general public.
• Ability to perform tasks and complete work assignments with minimal supervision.
• Ability to solve problems and create acceptable solutions.
• Ability to maintain positive customer-focused relationships with co-workers, supervisors, agencies, the general public, and all other internal and external customers. Personally demonstrates appropriate customer service skills.
• Work is performed onsite. The incumbent must be present at work to perform the essential functions of this job.

Essential Job Functions:

• Provides excellent customer service and serves as the first point of contact for the general public upon entry into City Hall.
• Politely greets guests, City employees and elected officials in a designated area.
• Provides constant direction and guidance to the general public in regards to their business needs at City Hall.
• Registers visitors who have appointments to conduct business with City Hall departments.
• Promptly notifies City employees upon visitor arrival, by appointment.
• Provides approved visitor access to secured areas of City Hall.
• Monitors visitors entrances and exits, ensuring all are registered on the Visitors Log and assigned a Visitors Badge.
• Reviews and updates the Visitors Appointment Log throughout the day.
• Contacts City employees, as appropriate, to determine availability needs for non-registered visitors.
• Provides appointment direction and assistance to customers who are unscheduled.
• Ensures the general public does not access unauthorized areas of City Hall.
• Ensures maximum designated capacity of the Rotunda and the customer service area is not exceeded.
• Politely directs bill payment customers and visitors to approved waiting area, if maximum capacity is nearing.
• Serves as a back-up to the Citys Customer Service Representatives.
Performs all other duties as may be assigned to meet organizational needs.

This Notice is not intended to be an all-inclusive list of duties, knowledge, skills and abilities required to do the job. This is intended only to describe the general nature of the job. A more comprehensive list of duties, responsibilities and essential job functions is available on the job description. The City of Rock Hill is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, political affiliation, disability, national origin, genetic information, sex (including pregnancy, childbirth, or related medical condition), or age.