CUSTOMER SERVICE COORDINATOR

General Overview

Under general direction; supervises assessments and sewer permit issuance, and records, casement and right of way acquisitions; prepares reports as necessary; provides information to the public. Performs other related duties as required.

Required Qualifications
Any combination of training and work experience which indicates possession of the skills, knowledge and abilities listed below.

Bachelor's degree in Business Administration, Public Administration, Engineering or other related field plus two (2) years of customer service experience. Thorough knowledge of state and county laws pertaining to assessments; permit issuance procedures.

Knowledge, Skills, and Abilities

Advanced knowledge of department policies and procedures*; supervisory techniques; public improvement assessment practices and procedures; sewer line construction and inspection methods; public relations techniques; easement and right of way acquisition procedures. Thorough knowledge of state and county laws pertaining to assessments. Ability to understand public improvement assessments; understand permit issuance procedures; proofread technical materials, recognize errors and make corrections; establish a friendly atmosphere as supervisor of a work unit; resolve complaints from citizens and property owners; communicate effectively.
(*Indicates developed after employment).

Job Duties
The duties listed below are intended to depict tasks performed by this classification.

Supervises assessments, sewer permit issuance and records, casement and right of way acquisitions; ensures that work is performed accurately and within required time frames; recommends unit procedural changes and ensures that department policies and procedures are followed.
Coordinates customer service activities with other departments; resolves significant problems regarding assessments permits, easement and right of way acquisitions; assists with negotiation of contracts with engineering firms regarding assessment of property for public projects.
Processes easement and right of way acquisitions (e.g., explains past, current and future tap in charges, file old and new easement agreement, correct any levied assessment errors).

Work Environment
The Work Environment characteristics described here are representative of those that an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is performed in an office environment and employee will regularly be exposed to normal hazards associated with an office environment. The employee may experience a customer’s anger or frustration.

Physical Demands
The physical demands described here are representative of those that an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this position, the employee may be required to travel to and access the various assigned work sites, other offices and agencies, homes and institutions.
• Job is physically comfortable. Typically requires sitting, walking, standing, bending, keying, talking, hearing, seeing and repetitive motions; use hands to finger, handle, or feel.
• May occasionally be required to reach with hands and arms and climb or balance. The employee must regularly lift up to 25 pounds and occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision and peripheral vision.