County of Alameda

DESCRIPTION

Under general direction, the Training Center Customer Service Representative provides customer service, acts as a receptionist and assists with training logistics; processes and/or closes requests for a variety of services provided by the Training & Education Center; and performs other related work as required.


DISTINGUISHING FEATURES

The Training Center Customer Service Representative processes requests for space rentals, audio-visual equipment set up and other specialized meeting and/or training support needs, and reports to the Customer Service & Sales Coordinator. This position is distinguished from the higher classification of Customer Service & Sales Coordinator in that the latter has responsibilities for the development and coordination of sales and marketing plans for services and the day-to-day supervision of Training Center Customer Service Representatives.

EXAMPLES OF DUTIES

NOTE: The following are the duties performed by employees in this classification. However, employees may perform other related duties at an equivalent level. Each individual in the classification does not necessarily perform all duties listed.


1. Acts as a receptionist, greets and directs customers, answers phones and questions, and gives facility tours.

2. Responds to customer service requests, and closes sales for Training & Education Center services (e.g., space rental, videoconferencing, catering, and meeting planning services).

3. Handles customer complaints and resolves service issues.

4. Processes requests for space rentals, including floor plans for room layout, audio visual equipment, and other specialized meetings.

5. Processes and tracks registrations for training classes using training database.

6. Assists with training and event logistics including coffee service, audio-visual equipment set up, and room/furniture layout according to specifications, working in conjunction with General Services Agency staff, vendors and/or other staff, as appropriate.

7. Updates and maintains customer information and files by utilizing customer /accounting data bases per protocol.

8. Assists in marketing to potential customers for the Training & Education Center's services.

9. Performs a variety of clerical/administrative duties including opening/sorting mail, filing, data entry, and collating and distributing training materials.

10. Assists with accounts receivables and accounts payables, as necessary to support billing and invoicing of services.

11. Assists in monitoring and maintaining facility and equipment.

12. Provides clerical/administrative support to the Training & Education Center.

MINIMUM QUALIFICATIONS

Any combination of education and experience that is equivalent to the following minimum qualifications is acceptable.

Education:

Possession of a High School diploma or equivalent

AND

Completion of a post high school clerical training program from a business school or vocational training center, which would enable the applicant to acquire the knowledge and abilities listed below

OR

Possession of an AA Degree or equivalent. Direct work experience in the field may substitute for the educational requirement on a year for year basis.

Experience:

The equivalent of two years full-time experience performing customer service duties in a conference center or direct sales environment, and working with a diverse customer base using state of the art database and Microsoft office software. Experience working with a training database is preferred.


NOTE: The Civil Service Commission may modify the above Minimum Qualifications in the announcement of an examination.

KNOWLEDGE AND SKILLS

NOTE: The level and scope of the following knowledge and abilities are related to duties listed under the "Examples of Duties" section of this specification.

Knowledge of:


• Principles of sales and marketing strategies.
• Principles of effective customer service techniques.
• Computer applications, hardware and software related to the work.
• Office administrative practices and procedures, including records management.


Ability to:

• Maintain effectiveness when experiencing major changes in work responsibilities or environment; adjust effectively.
• Effectively meet customer needs; build productive customer relationships; take responsibility for customer satisfaction and loyalty.
• Work collaboratively with others to establish and maintain positive work relationships; acknowledge others' contributions; collaborate to solve problems and generate ideas.
• Assimilate and apply new job-related information in a timely manner.
• Effectively manage time and resources to ensure that work is completed efficiently.
• Stay focused on work tasks and productively use time and energy when under stress.
• Use appropriate interpersonal styles and communication methods to promote services to customers.
• Communicates clearly and effectively with a variety of cultural backgrounds, in a variety of media (both verbal and written); gives clear instructions; uses appropriate non-verbal cues.
• Vigilantly watches over job processes, tasks, and work products to ensure freedom from errors, omissions, or defects; follows procedures accurately and carefully; tracks small details; takes action to maintain quality.

CLASS SPEC HISTORY

BG:pf 8/1/01
Newspecs: 0480.doc
Csc date: 8/15/01
JS:cs Revised 3/11/10
Old Title: Conference Center Services Representative I
CSC Date: 4/7/10