Customer Service Representative II

Posting Number 3497P Position Title Customer Service Representative II Department City Manager Job Code 01213 FLSA Status Non-Exempt Union Code/Affiliation Unrepresented Division CUSTOMER SERVICE Job Description Summary

The purpose of this job is to serve as the primary contact representative for citizens seeking City services and information.

Essential Duties and Responsibilities

• The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description

• Assists citizens with requests for services and information in a call center setting

• Responds to phone and web-based citizens' inquiries, questions, requests, and complaints.

• Uses Customer Relation Management (CRM) system to document, track, and follow up on customer interactions, transactions, and resolution.

• Maintains accurate records.

• Assists in the development of scripts and protocols for responding to citizens' requests for services.

• Regular attendance is a necessary and essential function.

• Performs other duties as assigned.

Supervisory Responsibilities

• No supervisory authority. Work may require providing guidance and training to others.

Human Collaboration and Job Impact

• This area describes the personal interaction with others outside direct reporting relationships as well as the impact the job has on organization, the department or unit objectives, the output of services, or employee or public satisfaction

• Interactions may result in decisions regarding the implementation of policies. Contact may involve support of controversial positions or the negotiation of sensitive issues or important presentations. Contacts may involve stressful, negative interactions with the public requiring high levels of tact and the ability to respond to aggressive interpersonal interactions.

• Interactions have limited impact on the organization in terms of time, money, or public/employee relations.

Fiscal Responsibility

• Position has limited fiscal responsibility.

• May assist in the collection of data in support of recommendations for departmental budget allocations. May monitor division or program/promotional level budget and expenditures.

Education and Experience

• An equivalent combination of education, training and experience will be considered

Education and Experience

• High School diploma or equivalent.
• 3 to 5 years experience in customer service, cashiering, or administrative support.

Licenses or Certifications

• None.

Knowledge, Skills and Abilities which may be representative, but not all-inclusive of those commonly associated with this position

Knowledge of:

• City ordinances and policies.

• General office practices and administrative procedures, records management, and administration techniques and procedures.

• Common business software applications such as Microsoft Office and Google Docs.

Skill in:

• Applying active listening and asking questions for understanding.

• Communicating verbally and in writing to meet the needs of the audience.

• Utilizing relevant software to research and access information.

• Typing and/or data entry with minimal errors.

• Maintaining detailed and accurate records.

Ability to:

• Provide high levels of effective customer service.

• Handle difficult and stressful situations with professional composure and maintain effective interpersonal relationships.

• Recognize, analyze, and solve a variety of problems.

• Regularly use a computer, software, phone, and related office equipment.

• Focus on tasks.

Work Environment

• Environmental or atmospheric conditions commonly associated with the performance of the functions of this job

Work Environment:

Office or similar indoor environment

• Frequently/Often

Exposures:

Individuals who are hostile or irate

• Sometimes

The physical demands described here 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 essential functions.

• This position is relatively free from unpleasant environmental conditions or hazards and is generally sedentary.

• Incumbents may be required to exert up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Hours/Days

Monday-Friday, 7:30-5:00; 8 hour shift within office hours

Starting Salary $18.23/hour Pay Grade 105 Number of Positions Available 1 Deadline to Apply 04/30/2024 Open Until Filled No Special Instructions to Applicants Notice to Applicants

Individuals needing accommodation to apply may call 573.874.CITY (2489)

TTY: 711 (MO RELAY)

THE CITY OF COLUMBIA IS A MERIT, AFFIRMATIVE ACTION, EQUAL OPPORTUNITY EMPLOYER: MALE / FEMALE

THE CITY OF COLUMBIA REQUIRES PRE-EMPLOYMENT DRUG TESTING

The City of Columbia participates in the federal E-Verify work authorization program