Customer Service Representative

This is a full-time, hourly position that reports to the Assistant to the Public Works Director or assigned administrative supervisor. This position acts as the main point of contact for phone calls and walk-in customers with Public Works-related questions and issues. Position also provides entry-level clerical support and utilizes PC and non-PC based software on a regular basis Deals directly with customers either by telephone, electronically or face to face, handling customer complaints, and obtaining the necessary information to resolve or refer issues and create service requests Performs duties of a staff assistant nature and participates directly in the work of the individual(s) supported. Secures details of specialized information, coordinating office work, and providing information regarding the services and operation of the unit. Enter Public Works data into specialized database. Scans paper files into electronic format and stores in appropriate network resource. Assists with utility billing and mail outs. Maintains specialized office files. Files letters, reports, and related technical information in the prescribed manner. Opens, prioritizes, and processes mail. Types using PC-based word processing software and processes letters, forms, reports, schedules, manuals, booklets, requisi­tions, purchase orders and related paperwork. Types information or enters data into computer containing technical terminology. Retrieves data for reports. Performs research and retrieval of records. Assists in the preparation and maintenance of department records. Maintains office supplies. May be required to assist with emergency support functions (ESF) in the EOC during emergencies or other related emergency duties. (These essential job functions are not to be construed as a complete statement of all duties performed. Employees will be required to perform other job related marginal duties as required.)

KNOWLEDGE, ABILITIES, AND SKILLS

Knowledge of customer service Excellent verbal, listening, and writing skills Ability to deal with un-reasonable customers in a polite manner Knowledge of business English, spelling, and punctuation. Knowledge of modern office practices and procedures. Must be able to deal with and defuse stressful situations. Knowledge of mathematics. Ability to understand and apply policies, procedures, and practices. Ability to establish/maintain effective working relationships with employees and the public. Ability to access, input, and retrieve information from a computer. Skill in the operation of a PC, keyboard, and typewriter.

EDUCATION AND EXPERIENCE

High school graduation or possession of an acceptable equivalency diploma. Two (2) years' work experience involving customer service and clerical duties including the operation of a personal computer, keyboard, or similar data entry equipment. (A comparable amount of training, education, or experience can be substituted for the minimum qualifications.)

LICENSES, CERTIFICATIONS, OR REGISTRATIONS

Ability to possess and maintain a valid Florida Driver's License.

ESSENTIAL PHYSICAL SKILLS

Ability to answer a telephone. Ability to communicate using writing, speaking, hearing, and visual skills. Acceptable eyesight (with or without correction). Acceptable hearing (with or without hearing aid). Ability to access, input, and retrieval of information from a computer. Ability to access file cabinets for filing and retrieval of data. Ability to sit at a desk and view a display screen for extended periods of time.

ENVIRONMENTAL CONDITIONS

Works inside in an office environment. (Reasonable accommodation will be made for otherwise qualified individuals with a disability or disabilities.)