What are the responsibilities and job description for the Customer Service Representative position at Center for Digital Governmtent?
Position Description
This position announcement will be used to fill a Full-Time, Permanent, Represented, Customer Service Representative vacancy within the Director's Office of the Department of Public Works. This is customer service work at the full performance level, responding to inquiries and complaints from the general public.
NATURE AND VARIETY OF WORK Work
includes but not limited to; answering telephones, assisting customers, processing mail and other work-related documents. The Customer Service Representative respond to customers by researching and answering questions and suggesting information to resolve customer concerns as well as process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction. Employees in this class carry out varied and extensive customer service type duties as well as plans and carries out tasks independently, determining the sequence of work, obtaining necessary data or information, and selecting appropriate methods and procedures to accomplish work. Problems encountered in carrying out assignments are resolved in accordance with office policies and accepted practices. Guidelines consist of County Code and/or legislation, administrative procedures, and written or verbal instructions from the supervisor. The employee must exercise independent judgment in locating, selecting, and applying the appropriate law, rule, regulation, or procedures to a specific situation.
Examples Of Duties And Knowledge, Skills And Abilities
(Note: The duties and responsibilities enumerated in this class specification are for the purpose of determining a common set of minimum qualifications and salary level for all positions in this class. They are not intended to include all of the essential functions of all positions in the class.)
The Customer Service Representative support the DPW Outreach Program by ensuring that customer inquiries are efficiently handled and tracked, allowing for timely and effective responses. This position produces and distributes informational mailers, newsletters, and other communication materials to keep residents and stakeholders informed about ongoing and upcoming projects, key updates, and the benefits of DPW's efforts. This role requires strong organization, communication, problem sovling, and interpersonal skills.
Examples Of Duties And Knowledge, Skills And Abilities
(Note: The duties and responsibilities enumerated in this class specification are for the purpose of determining a common set of minimum qualifications and salary level for all positions in this class. They are not intended to include all of the essential functions of all positions in the class.)
Responsible for receiving and triaging phone calls, addressing basic inquiries, and escalating more complex issues.
Tracking inquiries by maintaining an organized system for monitoring customer requests and ensuring that no issue is overlooked.
Processes mail by preparing duplicate bills, writing letters, and updating files.
Maintains files and correspondence, records statistics and completes all follow-up work in order to process customer requests and to provide information for management purposes.
Works with customers to resolve billing issues and process adjustments, if applicable.
Manages the organization's website content, ensuring it is accurate, up-to-date, and user-friendly.
Stay updated on the Department's programs, services, and policies.
Performs Other Duties As Assigned Or Required.
KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of modern office practices, procedures and equipment. Ability to use good judgment in determining appropriate procedures or courses of action. Ability to establish and maintain effective working relationships with associates and departmental employees. Ability to communicate effectively and courteously, orally and in writing, with the public in all instances including complaint and enforcement situations. Knowledge of departmental rules, regulations, procedures, and function. Ability to develop effective office work procedures. Knowledge of basic business English, spelling, and arithmetic.
Minimum Qualifications
Graduation from high school, college-level course work in public or human relations or a related field; and four (4) or more years experience in public contact work involving complaint and problem-solving situations.
NOTE: Longevity pay is available based on years of service. This position is Emergency Essential and will be responsible for reporting after hours and during inclement weather.
Supplemental Qualifications
Preference will be given to applicants who possess the following:
The supplemental questions are a very important first step in our screening process. Therefore, you are required to accurately and completely respond to each question by providing the information asked in each question. Your responses will be used to initially determine your qualifications and eligibility for this position. DO NOT INDICATE "SEE RESUME" OR CUT AND PASTE YOUR RESUME IN RESPONSE TO THE SUPPLEMENTAL QUESTIONS. This response and a lack of detail and explanation in the supplemental questions and in your application may result in failure or disqualification for this position. THIS MEANS YOU MAY BE INELIGIBLE FOR FURTHER CONSIDERATION IN THIS RECRUITMENT PROCESS. Please check "yes" to show that you have read and understand this statement.
Please select the highest level of education you have successfully completed:
Did you complete college-level course work in public or human relations or a related field?
Please list degree study and/or major course work completed.
05
Do you possess four (4) or more years experience in public contact work involving complaint and problem-solving situations?
In the box below, provide a DETAILED description of your specific experience, education, knowledge, and/or training that supports your response to the previous question. Include applicable employer(s), position(s) held, duties performed, and dates/length of employment. This information MUST be included in the work experience section of your application.
07
Do you possess experience monitoring and responding to customer requests in various different platforms, including multiple-line telephones, email, social media, etc.? Check the box to indicate what experience you have. In the follow up question provide more detail on this experience and how you gained it.
In the box below, provide a DETAILED description of your specific experience and/or training that supports your response to the previous question. Include applicable employer(s), position(s) held, duties performed, and dates/length of employment. This information MUST be included in the work experience section of your application.
09
Do you have experience in Asset and Inventory Management?
In the box below, provide a DETAILED description of your specific experience that supports your response to the previous question. Include applicable employer(s), position(s) held, duties performed, and dates/length of employment. This information MUST be included in the work experience section of your application.
11
How many years of Customer Service Experience do you have in a call-center or help-desk type role?
In the box below, provide a DETAILED description of your specific experience that supports your response to the previous question. Include applicable employer(s), position(s) held, duties performed, and dates/length of employment. This information MUST be included in the work experience section of your application.
13
Please rate your experience with Google Sheets and/or Excel
Please rate your experience with the other Google Suite of products (Gmail, Docs....)
Do you have experience in Public Works or Capital Projects?
In the box below, provide a DETAILED description of your specific experience that supports your response to the previous question. Include applicable employer(s), position(s) held, duties performed, and dates/length of employment. This information MUST be included in the work experience section of your application.
17
Do you have experience in financial administration, including invoice payment processing and credit card transactions?
In the box below, provide a DETAILED description of your specific experience that supports your response to the previous question. Include applicable employer(s), position(s) held, duties performed, and dates/length of employment. This information MUST be included in the work experience section of your application.
19
Do you have any prior work experience for a Local, County, State, or Federal Government of the United States?
In the box below, provide a DETAILED description of your specific experience that supports your response to the previous question. Include applicable employer(s), position(s) held, duties performed, and dates/length of employment. This information MUST be included in the work experience section of your application.
21
Did a county employee refer you? If yes, indicate their name, department and badge/id number. If you weren't referred by an Employee indicate N/A.
This position announcement will be used to fill a Full-Time, Permanent, Represented, Customer Service Representative vacancy within the Director's Office of the Department of Public Works. This is customer service work at the full performance level, responding to inquiries and complaints from the general public.
NATURE AND VARIETY OF WORK Work
includes but not limited to; answering telephones, assisting customers, processing mail and other work-related documents. The Customer Service Representative respond to customers by researching and answering questions and suggesting information to resolve customer concerns as well as process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction. Employees in this class carry out varied and extensive customer service type duties as well as plans and carries out tasks independently, determining the sequence of work, obtaining necessary data or information, and selecting appropriate methods and procedures to accomplish work. Problems encountered in carrying out assignments are resolved in accordance with office policies and accepted practices. Guidelines consist of County Code and/or legislation, administrative procedures, and written or verbal instructions from the supervisor. The employee must exercise independent judgment in locating, selecting, and applying the appropriate law, rule, regulation, or procedures to a specific situation.
Examples Of Duties And Knowledge, Skills And Abilities
(Note: The duties and responsibilities enumerated in this class specification are for the purpose of determining a common set of minimum qualifications and salary level for all positions in this class. They are not intended to include all of the essential functions of all positions in the class.)
The Customer Service Representative support the DPW Outreach Program by ensuring that customer inquiries are efficiently handled and tracked, allowing for timely and effective responses. This position produces and distributes informational mailers, newsletters, and other communication materials to keep residents and stakeholders informed about ongoing and upcoming projects, key updates, and the benefits of DPW's efforts. This role requires strong organization, communication, problem sovling, and interpersonal skills.
Examples Of Duties And Knowledge, Skills And Abilities
(Note: The duties and responsibilities enumerated in this class specification are for the purpose of determining a common set of minimum qualifications and salary level for all positions in this class. They are not intended to include all of the essential functions of all positions in the class.)
Responsible for receiving and triaging phone calls, addressing basic inquiries, and escalating more complex issues.
Tracking inquiries by maintaining an organized system for monitoring customer requests and ensuring that no issue is overlooked.
Processes mail by preparing duplicate bills, writing letters, and updating files.
Maintains files and correspondence, records statistics and completes all follow-up work in order to process customer requests and to provide information for management purposes.
Works with customers to resolve billing issues and process adjustments, if applicable.
Manages the organization's website content, ensuring it is accurate, up-to-date, and user-friendly.
Stay updated on the Department's programs, services, and policies.
Performs Other Duties As Assigned Or Required.
KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of modern office practices, procedures and equipment. Ability to use good judgment in determining appropriate procedures or courses of action. Ability to establish and maintain effective working relationships with associates and departmental employees. Ability to communicate effectively and courteously, orally and in writing, with the public in all instances including complaint and enforcement situations. Knowledge of departmental rules, regulations, procedures, and function. Ability to develop effective office work procedures. Knowledge of basic business English, spelling, and arithmetic.
Minimum Qualifications
Graduation from high school, college-level course work in public or human relations or a related field; and four (4) or more years experience in public contact work involving complaint and problem-solving situations.
NOTE: Longevity pay is available based on years of service. This position is Emergency Essential and will be responsible for reporting after hours and during inclement weather.
Supplemental Qualifications
Preference will be given to applicants who possess the following:
- Experience in monitoring and responding to customer requests in various platforms, including multiple-line telephones, email, social media, etc.
- Experience with Asset and Inventory Management
- Experience with Public Works or Capital Projects
- Experience with Financial Administration, such as invoice payment processing, and credit card transactions
- Medical/Health Insurance Plans
- BlueChoice Advantage EPO
- BlueChoice Advantage PPO
- Dental Insurance
- CIGNA Dental PPO (Buy-Up)
- CIGNA Dental PPO (CORE)
- CIGNA Dental HMO (DHMO)
- Vision Insurance
- EyeMed
- Employee Life Insurance
- Term insurance of $20,000 for employees at no cost.
- Ability to purchase Supplemental & Dependent Life Insurance
- Disability Income Insurance
- Pension Plan
- Normal retirement after 30 years of service or Age 60 and 10 years of service or election to enroll in the Employees Retirement Savings Plan.
- Deferred Compensation Section 457 Plan
- Direct Deposit
- Credit Union
- Holidays
- Twelve days provided per calendar year, thirteen in general election year
- Annual Leave
- Less than 5 years - 13 days
- 5 years to less than 10 years - 15 days
- 10 years to less than 20 years - 20 days
- 20 years or more - 26 days
- *Some positions will receive additional paid annual leave in lieu of holidays and personal leave.
- Disability Leave
- Accrual at a rate of 15 days a year
- Personal Leave Day, five per calendar year
- Leave Sharing
- Employee Assistance Program
- Free, confidential counseling for employee and family members 4X per year per problem per family member; also counseling on legal and financial issues; assistance in locating childcare and elder care
- Flexible Spending Accounts
- Dependent Care Reimbursement
- Health Care Reimbursement
- Voluntary Benefits
- Provides you an opportunity to enroll in any or all of the benefits listed below with the convenience of payroll deduction
- Universal Life Insurance with Long Term Care Rider
- United Legal Benefits
The supplemental questions are a very important first step in our screening process. Therefore, you are required to accurately and completely respond to each question by providing the information asked in each question. Your responses will be used to initially determine your qualifications and eligibility for this position. DO NOT INDICATE "SEE RESUME" OR CUT AND PASTE YOUR RESUME IN RESPONSE TO THE SUPPLEMENTAL QUESTIONS. This response and a lack of detail and explanation in the supplemental questions and in your application may result in failure or disqualification for this position. THIS MEANS YOU MAY BE INELIGIBLE FOR FURTHER CONSIDERATION IN THIS RECRUITMENT PROCESS. Please check "yes" to show that you have read and understand this statement.
- Yes
- No
Please select the highest level of education you have successfully completed:
- High School / GED / Vocational
- Associate's Degree
- Bachelor's Degree
- Master's Degree
- Doctorate Degree
Did you complete college-level course work in public or human relations or a related field?
- Yes
- No
Please list degree study and/or major course work completed.
05
Do you possess four (4) or more years experience in public contact work involving complaint and problem-solving situations?
- Yes
- No
In the box below, provide a DETAILED description of your specific experience, education, knowledge, and/or training that supports your response to the previous question. Include applicable employer(s), position(s) held, duties performed, and dates/length of employment. This information MUST be included in the work experience section of your application.
07
Do you possess experience monitoring and responding to customer requests in various different platforms, including multiple-line telephones, email, social media, etc.? Check the box to indicate what experience you have. In the follow up question provide more detail on this experience and how you gained it.
- Monitoring and responding to Customer Requests on various electronic platforms
- Multiple-line telephones
- Social Media
- Walk-in
- Other
In the box below, provide a DETAILED description of your specific experience and/or training that supports your response to the previous question. Include applicable employer(s), position(s) held, duties performed, and dates/length of employment. This information MUST be included in the work experience section of your application.
09
Do you have experience in Asset and Inventory Management?
- Yes
- No
In the box below, provide a DETAILED description of your specific experience that supports your response to the previous question. Include applicable employer(s), position(s) held, duties performed, and dates/length of employment. This information MUST be included in the work experience section of your application.
11
How many years of Customer Service Experience do you have in a call-center or help-desk type role?
- None (0)
- 0 to 1 Years
- 1 to 2 Years
- 3 to 4 Years
- 4 to 5 Years
- 5 or More Years
In the box below, provide a DETAILED description of your specific experience that supports your response to the previous question. Include applicable employer(s), position(s) held, duties performed, and dates/length of employment. This information MUST be included in the work experience section of your application.
13
Please rate your experience with Google Sheets and/or Excel
- No Experience
- Beginner
- Intermediate
- Advanced
- Expert
Please rate your experience with the other Google Suite of products (Gmail, Docs....)
- No Experience
- Beginner
- Intermediate
- Advanced
- Expert
Do you have experience in Public Works or Capital Projects?
- Yes
- No
In the box below, provide a DETAILED description of your specific experience that supports your response to the previous question. Include applicable employer(s), position(s) held, duties performed, and dates/length of employment. This information MUST be included in the work experience section of your application.
17
Do you have experience in financial administration, including invoice payment processing and credit card transactions?
- Yes
- No
In the box below, provide a DETAILED description of your specific experience that supports your response to the previous question. Include applicable employer(s), position(s) held, duties performed, and dates/length of employment. This information MUST be included in the work experience section of your application.
19
Do you have any prior work experience for a Local, County, State, or Federal Government of the United States?
- Yes
- No
In the box below, provide a DETAILED description of your specific experience that supports your response to the previous question. Include applicable employer(s), position(s) held, duties performed, and dates/length of employment. This information MUST be included in the work experience section of your application.
21
Did a county employee refer you? If yes, indicate their name, department and badge/id number. If you weren't referred by an Employee indicate N/A.
- Required Question
Salary : $20,000