RELIEF CUSTOMER SERVICE REPRESENTATIVE - 1125

Brief Description

Job SummaryUnder regular direction and in compliance with standard operating procedures and policies, serves as a relief customer service representative to cover shifts or provide assistance as needed. Provides customer service and communicates with citizens on the phone, via e-mail and in person to determine the nature of their issue. Receives service requests, complaints, concerns, and inquiries from the public and enters corresponding information into the appropriate computer program and/or service request software. Routes service requests to appropriate employee or department personnel. Greets, answers questions, and provides general information to visitors. Provides clerical support and other administrative assistance as assigned.

Job Duties

Essential Functions Essential Functions % of Time

• Serve as Relief Representative: Fill in when necessary to cover shifts or provide assistance. Address customer requests for service and/or information in person, by phone or e-mail handling irate customers with diplomacy. Enter service requests into computer program and/or service request software accordingly. Monitor status of service requests and follow up with responsible department(s) as appropriate. Prepare and provide basic statistical reports utilizing computer system, software, and/or other tracking methods. Provide input for improvements to work management system and customer service center operations. Maintain good relationships with all City departments.
  
  

80%

• Assist Visitors: Greet visitors and assist walk-in traffic directing them to the appropriate employee, department, or outside agency. Distribute information to visitors, including maps, brochures, and general information. Respond to visitor questions, comments, suggestions, etc., and open service requests when warranted.
  
  

15%

• Provide Administrative Support/Assistance: Provide general administrative support including word processing, data entry, maintaining files, processing/distributing mail, and document duplication. Attend community and/or City meetings and provide information on City services as assigned. Maintain current list of employees, events, and other pertinent information as required.
  
  

5%Perform other duties as assigned.

Qualifications

Job Requirements

• High School diploma or equivalent.
• Over one (1) year of experience as a secretary, administrative assistant, or in customer service.
  
  

Driver's License Requirements

• Valid South Carolina Class D Driver's License.
  
  

Performance RequirementsKnowledge of:

• City operations, structure, and responsible parties, as well as applicable policies and procedures.
• Standard office practices and equipment.
• Computer research techniques, methods, and procedures.
  
  

Ability to:

• Communicate basic to complex ideas verbally and in writing in a clear, concise and professional manner; prepare written reports, summarize meeting minutes, and compose emails, business letters, and various correspondence.
• Use effective judgment in discussing and resolving customer related issues consistent with City and department policies and procedures.
• Develop and maintain cooperative and professional relationships with employees and all levels of management to include representatives from other departments, external organizations, and the public.
• Appropriately handle confidential information.
• Maintain excellent organization and attention to detail; develop and maintain filing systems; and maintain complex records using a variety of source materials.
• Understand and follow oral and written instructions.
• Work with frequent interruptions and changes in priorities.
• Work a flexible schedule.
• Make basic mathematical calculations (e.g., addition, subtraction, multiplication, and division).
• Utilize specialized software and systems in performance of job duties which may include work management system, mapping system, etc.
• Operate general office equipment to include scanner, printer, copier, telephone, and computer with Microsoft Office Suite.
  
  

Other Information

Working ConditionsPrimary Work Location: Office environment. Protective Equipment Required: None. Environmental/Health and Safety Factors:

Relatively Free From Unpleasant Environmental Conditions Or Hazards.Physical Demands

Constantly requires fine dexterity, sitting, vision, hearing, and talking. Frequently requires handling/grasping. Occasionally requires standing and walking. Sedentary strength demands include exerting up to 10 pounds occasionally or negligible weights frequently; sitting most of the time.Mental Demands:

Frequently requires time pressures, frequent change of tasks, performing multiple tasks simultaneously, and working closely with others as part of a team. Occasionally requires noisy/distracting environment.Americans with Disabilities Act ComplianceThe City of Greenville is an Equal Opportunity Employer. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. Prospective and current employees should contact Human Resources to request an ADA accommodation.DisclaimerThe above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.