Customer Service I/II DOE

Customer Service Representative

We are building our award-winning culture. Apply to be a part of our Customer Service team! We're looking for a friendly, reliable, and customer-focused individual to be the first point of contact for our community. You'll assist residents at the front desk and by phone, process payments, answer questions about City services, and help keep daily operations running smoothly. This is a great opportunity for someone who enjoys helping others, thrives in a fast-paced environment, and wants to build a career in local government. If you're looking for a role where you can grow your skills and make a meaningful contribution each day, this could be a great fit. We will hire either a level I or II candidate based on experience. This position may close early if a suitable candidate is found.

General Purpose

Provide professional, knowledgeable, and friendly customer service to residents and other groups. Represent the service side of the City to provide information and solve minor to difficult complaints or problems, with some assistance from higher level technicians.

Supervision Received

Receives direction from the Customer Service Supervisor but may receive direction from higher-level Customer Service Technicians.

Essential Functions

Provide professional front desk and telephone assistance to the public. Provide information to the public to answer questions and problems. Provides first line phone coverage. Checks and responds to messages and checks that phones are on and off in accordance with business hours. Addresses complaints from the public and provides solutions according to policy. Refers escalated complaints to higher level technicians, the supervisor, or the department who may assist them. May research and address complaints. Provides information to the public about City services and directs customers to the appropriate department as needed. Receives payments and processes cash receipts. Follows procedures and makes cash drops to the Finance department. With supervision, assists with setting up water accounts for new residents. Provides contacts and information for setting up other utilities. Assists court customers with payments and is responsible for balancing court receipts and closing the drawer with the assistance of the Finance department. Tracks scheduling through the office calendar for meeting rooms and employee time-off. Assists in collecting all keys and fees associated with the rental of the building. Prepares communication materials and notes for the department as needed. May provide support for small to medium projects. Assists with tracking supplies and communicates needs for reordering. Monitors the cash box and counts total each day to balance and account for City funds. Helps staff with small to medium research projects when requested. Takes on additional projects and responsibilities to ensure public needs are being met. Receives and posts payments for sale of burial plots and opening/closing fees related to funeral services. Assist with Pas sports as needed. Completes small projects and may assist with higher level projects. Performs other duties as needed or assigned including support for City Events.

Minimum Qualifications

Education: High School Diploma or equivalent. Experience: Level I: No experience required. Level II: Three (3) years' experience in customer service and/or general office practices and procedures, PC operation, and various software applications OR an equivalent combination of education and experience.

Certifications/Licenses: None required.

Additional Requirements: Must be at least 18 years old. Must possess a valid Utah Driver's License. Must be able to pass a pre-employment drug test, background check, and driving record check.

Preferred Qualifications

Experience in local government. 2 years' experience as a Customer Service Technician I, or equivalent. Ability to speak and understand Spanish.

Knowledge, Skills, and Abilities

Ability to communicate effectively both verbally and in writing in English. Must be able to type 40 wpm. Competent knowledge of modern office equipment, practices, and procedures. Competent in grammar, spelling, and punctuation. Ability to use or learn to use any software required; telephone etiquette, various office machines, calculators, copy machines, etc. Ability to learn customer service procedures and legal processes associated with the maintenance of public records and documents. Strong interpersonal communication skills. Ability to exercise independent judgment and to act resourcefully under varying conditions with supervision. Ability to establish and maintain effective working relationships with fellow employees, elected officials, and other agencies of the public. Ability to maintain comprehensive records and files. Beginner level skills in computer operations, Windows, Excel, and Word.

Work Environment

Employee performs in a typical office setting with appropriate climate controls. Great mental effort is required daily; moderate mental pressure, and fatigue exist during a normal workday due to moderate exposure to deadlines. Tasks require a variety of physical activities, not generally involving muscular strain, such as walking, standing, stooping, sitting, reaching, talking, hearing, and seeing. Rapid work speed required to perform keyboard operations. Common eye, hand, finger, leg, and foot dexterity required. Mental application utilizes memory for details, verbal instructions, emotional stability, discriminating thinking, and some guided problem solving. May be required to lift up to 20 lbs. The City may make reasonable accommodations to the work environment and duties for those who qualify under the Americans with Disabilities Act.