City of Tampa

This is responsible customer service work in a lead capacity.  Bargaining unit position.

Employees are responsible for performing clerical tasks of more than average difficulty in receiving and responding to customer requests for services and/or information. Work performed is distinguished from that of the lower level customer service clerks in that employees serve in a lead capacity. Lead worker tasks include providing advice, guidance and assistance to lower level clerks in difficult or unusual situations; consequently, considerable knowledge of the services, functions, and established policies and procedures of the assigned department or area is required. The ability to establish effective working relationships with the general public, remaining tactful and courteous even when customers express dissatisfaction, is particularly important because customers who are not satisfied by lower level clerks are referred to these employees for further action. Although established, well-defined operating policies and procedures govern work performance, reasonable initiative and independent judgment are required in contacts with customers and in solving problems posed by lower level employees. Work is performed under general supervision and reviewed through observation, records maintained, and check of written documentation by supervisor and computer for accuracy.

Serves in a lead capacity: provides guidance and assistance in difficult or unusual situations with which a lower level employee is unfamiliar; responds and provides further action to customers who are not satisfied or who become irate or unreasonable; serves as office supervisor in absence of same or as requested; assists supervisor in training other employees, providing instruction on policies and procedures and demonstrating customer service techniques; advises supervisor of disciplinary and other problems which require attention; provides information to supervisor for use in performance evaluations based upon experiences in working with lower level clerks.

Explains inspection procedures, reporting requirements, and methods of detecting code violations to facilitate overall process.

Receives requests for services and/or information regarding municipal services from the public in person, by mail or telephone; answers questions concerning such matters as utility rates, rate increases, procedures and costs for setting up new utility accounts, procedures for obtaining lawn watering credits, amounts of previous billings, and possible reasons for high bills; solicits information necessary to open, transfer, adjust, and close utility accounts; completes forms necessary to generate work orders for service turn-ons, turn-offs, and transfers, meter final reads, re-reads and tests, and other utility services; completes forms necessary to generate such actions as billing address and account name changes, and bill adjustments; prepares duplicate bills for customers, reviewing records to determine amount owed.

Reviews reports to ensure that documentation is complete; resolves errors and problems in accounts, payments, etc. to facilitate processing.

Investigates complaints and reports from the general public concerning parking violations, tickets, and other problems to take corrective action.

Assists supervisor in completion of special projects; compiles data, maintains files and participates in informational searches; researches and resolves unusual billing problems.

Serves as receptionist/switchboard operator, greets citizens and directs them to proper personnel.

Uses a typewriter or computer to prepare information; types legal documents and forms; maintains records; operates various office machines.

Performs related work as required.

Considerable knowledge of: effective customer service practices and techniques; office records keeping practices and methods; standard office practices, procedures and equipment usage; the services, functions and established policies and procedures of the department or area to which assigned and the ability to make routine decisions in accordance with same.

Ability to: serve in a lead capacity over lower level personnel, providing guidance and advice in unusual or difficult situations; communicate effectively with persons of diverse socio-economic backgrounds; understand and follow oral and written instructions; establish and maintain effective working relationships with other employees and the general public; operate a computer.

Graduation from an accredited high school and three (3) years general office or clerical experience, including one (1) year customer service or public contact experience, preferably with experience in assigned area; or an equivalent combination of training and experience.

Possession of a valid drivers license may be required.

Evaluation of education and experience. Drug testing is included in all pre-employment processing.

Employees may be required to work rotating shifts, including nights, weekends, holidays and overtime as needed. During periods when the Mayor issues an emergency declaration for the City of Tampa, all employees may be required to work in preparation, response or recovery activities related to the stated emergency.