Customer Service Clerk I

General Function

Work involves answering, screening, and transferring calls for the entire City of Homestead accurately, responding to customer concerns, utility account inquiries, and directing visitors to the appropriate City Department while providing the highest level of customer service.

Performs basic clerical duties such as data entry, scanning documents, taking messages, typing correspondence, filing documents, responding to customer inquiries, processing routine paperwork, basic record-keeping activities, and creating and closing work orders. May perform cashiering duties and other related tasks assigned.

Reports To

Superintendent of Customer Service

Director of Customer Service

Supervisory Responsibilities

None

Essential Duties And Responsibilities

• Greets City Hall visitors and determines the nature and purpose of their visit in order to direct them accordingly.
• Answers incoming calls for the City of Homestead with courtesy, politeness, tact, speed, and discretion.
• Responds to customer questions, problems, and/or complaints over the phone and in person.
• Assists in the update and maintenance of customer files.
• Performs basic clerical duties.
• Creates and closes work orders.
• Perform duties of a Cashier as needed.
• May pick up, open, and distribute mail.
• Provides assistance to the Customer Service Department as needed.
  
  

All of the above information is intended to indicate the general nature and level of work performed by employees in this position. This description is not intended to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of employees assigned to this position. Duties, responsibilities, and activities may change at any time with or without notice.

Type Of Appointment/Work Hours

• Full-time/Regular in-person position.
• Standard workweek, which is forty (40) hours of work per week consisting of five (5) days of eight (8) hours per day. The workday may be varied for the efficient delivery of public service.
• Will be required to work other than the standard workweek on occasion, including evenings, weekends, and/or holidays.
• Will be required to work occasional overtime or shift assignments, if applicable.
  
  

Requirements

• Must possess a high school diploma or its equivalency.
• Must be able to recognize established priorities with minimal supervision.
• Must have the ability to take initiative in fast-paced situations and the flexibility to take on a variety of tasks and assignments.
• Must have good communication skills. Bilingual preferred.
• Must be able to comprehend and follow written and verbal instructions.
• Must have a valid Florida Driver's License with a clean driving record.
• Must pass a background screening process.
  
  

Physical and Environmental Demands or Conditions

The physical and environmental demands for this position have been listed on the last page of this description. Physical and environmental demands must be met to successfully perform the essential duties and responsibilities of this position.

Core Competencies

• Judgment - Sound decisions based on fact; uses logic to solve problems.
• Quality of Work - Performs work thoroughly, accurately, and professionally.
• Reliability - Timely and consistently completes assigned work; consistently reports to work and is punctual.
• Safety - Committed to ensuring a safe environment and complies with applicable safety standards.
• Technical Capability - Applies knowledge to identify issues and works to develop skills; demonstrates knowledge of techniques, skills, and equipment.
  
  

Work Authorization/Security Clearance

• The employee must successfully pass a background screening process and comply with the City's Drug-Free Workplace policy.
• The City will also verify the identity and employment authorization of individuals hired so the proper completion of Form I-9 is required, which includes the employee providing documents evidencing identity and employment authorization.
  
  

Equal Opportunity Statement

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Qualifying individuals with disabilities may be provided reasonable accommodations to enable them to perform the essential functions.

Veteran's Preference Policy

In accordance with Florida Statute 295.07, F.S., Chapter 55A-7, the City of Homestead complies with Florida law by providing Veterans' Preference in hiring. Qualified applicants, including veterans, spouses, widows/widowers, parents of service members, and current reserve or National Guard members, may receive hiring priority if they meet minimum qualifications and can perform the duties required. Veterans' Preference includes additional points on exams, prioritized placement on employment lists, and education waivers for certain qualified individuals. This preference ensures eligible candidates are considered fairly at all stages of the hiring process. For questions, contact the Human Resources Department.