County of Alameda

Training and Education Center Customer Service Specialist (#0482)

Bargaining Unit: Unrep - General Mgmt (U15)
$24.87-$33.35 Hourly / $1,989.60-$2,668.00 BiWeekly /
$4,310.80-$5,780.67 Monthly / $51,729.60-$69,368.00 Yearly


DESCRIPTION
Under general supervision of the Conference Center Services Manager, initiates and closes sales and provides general support for Training & Education Center services in the areas of space rental; meeting and planning services; training support; and, performs related work as needed.

DISTINGUISHING FEATURES

This is a classification located in the Training & Education Center. The incumbent is responsible for developing sales proposals and for tracking performance for customer accounts. This position differs from the next higher classification of Conference Center Services Manager in that the former is focused on contract development, closing sales, and providing general support for Center services and the latter is responsible for achieving the overall business goals of the Center.

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. Initiates and closes sales for Center services as space rental, meeting planning services, and catering.

2. Responds to and processes customer requests as well as facilitating tours for customers and potential customers as necessary.

3. Processes requests for space rentals, including floor plans for room layout, audio visual equipment, and other specialized meeting and/or training support needs.

4. Provides services to Center customers, including coffee service, audio-visual equipment set up, and room/furniture layout according to specifications, working in conjunction with General Services Agency staff and other vendors or staff where appropriate.

5. Responds to customer needs with initial request and throughout service cycle, and follows up.

6. Handles customer complaints and resolves service issues.

7. Utilizes customer and accounting data base as required by Center protocols, to maintain customer information.

8. Implements marketing plans to potential customers for the Center’s services.

9. Assists in answering phones & questions, directing customers, and other duties to assist staff in serving customers.

10. Assists with Accounts Receivable and Accounts Payable, as necessary to support billing and invoicing of services.

11. Assists in monitoring and maintaining quality of Center space and amenities, to ensure safe and efficient use of facility and equipment.

12. Assists the Center Manager and other staff as needed with various projects and assignments.

13. Assists with marketing, graphics, and education program coordination.

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

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


MINIMUM QUALIFICATIONS
Education:

High School diploma or equivalent.

AND

Experience:

The equivalent of four years full-time experience serving customers within a direct sales environment, working with a diverse customer base and a variety of products/services.

Substitution:

Any college education based on quarterly or semester units in the equivalency of a year may substitute for experience on a year-to-year basis. (A 4-year quarterly unit equivalency is 180, 3-year is 135, 2-year is 90, 1-year is 45; A 4-year semester equivalency is 120, 3-year is 90, 2-year is 60, 1-year is 30).

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:

• Sales and marketing principles.
• Quality customer service principles.
• Effective business principles and perspective, with emphasis on sales and marketing.
• Understanding of marketing strategies.

Ability to:

• Work within business and sales oriented environment.
• Open/initiate and close sales for services/products.
• Communicate effectively and respond to customer needs and complaints in calm manner.
• Handle multiple priorities in a fast-paced environment with equanimity and humor.
• Use database, spreadsheet and word processing programs.
• Creatively problem solve in difficult situations.
• Work in a team environment and be flexible with priorities.
• Work within context of large organizations. 


CLASS SPEC HISTORY
BG:pf 8/1/01
Newspecs: 0482
Csc date: 8/15/01
RE:jf Revised/Retitled 1/10/2018
Old Title: Conference Center Services Representative II
CSC Date: 1/31/2018