$41.20-$50.05 Hourly / $7,141.00-$8,675.00 Monthly / $85,696.00-$104,104.00 Yearly
According to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties assigned to this job code/class and are not intended to be an inclusive list.
Knowledge of: provision of excellent customer service; telephone and computer systems; and methods and techniques needed to supervise customer service operations.
Ability or Skill to: direct, supervise, and evaluate the work of assigned personnel; investigate and resolve escalated and difficult customer service issues and requests for information or services from the general public; learn complicated departmental service processes for the public to be able to advise customers; deal courteously, effectively and tactfully with the general public and others while using relevant telecommunication and computer systems; effectively work under pressure including calmly and effectively resolving escalated or difficult situations; give instructions to Customer Service Representative staff about available City services and how to select appropriate services to meet the specific needs of customers; operate a computer terminal; listen, type, speak at the same time; ability to walk or stand for prolonged periods of time while providing in person customer service; speak with a pleasant and clear voice; work harmoniously and cooperatively with interdepartmental staff and customers from a variety of cultural and socioeconomic backgrounds; respect the right of privacy and maintain confidentiality of customers; and to be attentive to, and accurately record details of interactions and referrals; and prepare written documents in a clear, concise, accurate and understandable manner.
These minimum qualifications establish the education, training, experience, special skills and/or license(s) which are required for employment in the classification. Please note, additional qualifications (i.e., special conditions) may apply to a particular position and will be stated on the exam/job announcement.
Education:
Experience:
Three (3) years (6240 hours) of verifiable full time customer service experience directly serving a diverse customer population to obtain detailed information to determine and respond to customer needs.
License and Certification:
Substitution:
SUPPLEMENTAL INFORMATION |
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PROMOTIVE LINES |
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ORIGINATION DATE: |
10/03/19 |
AMENDED DATE: |
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REASON FOR AMENDMENT: |
To accurately reflect the current tasks, knowledge, skills & abilities, and minimum qualifications. |
Business unit(s): |
COMMN |