Customer Service Representative

Under general supervision, performs administrative-clerical work in assisting customers of the City. Work involves general customer service duties, accepting payments on accounts, taxes, and other miscellaneous items. Work also involves assisting customers with billing inquiries, resolving customer account problems, entering various data into the computer system and maintaining various files concerning customer accounts. Employee is responsible for balancing daily receipts and researching accounts, as needed. Employee must exhibit a friendly, professional demeanor and exercise independent judgment and initiative. If assigned to the City of Suffolk Municipal Building reports to the Assistant Director of Media & Community Relations.

Â

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.Â

• Provides exemplary customer service by greeting and assisting visitors to the Municipal Building, answering visitor inquiries, and answering the City of Suffolk phone line.
• Receives phone calls and directs customer inquiries to the appropriate City department.
• Greets and assists visitors to the Municipal Building promptly; provides accurate information regarding the City's Municipal Building and City of Suffolk services. Assists visitors by providing directions to various offices within the Municipal Building and escorts visitors to destinations as needed.
• Assists with daily facility operations and maintains and monitors inventory levels of publications and other materials; stocks and organizes literature racks with various informational brochures and publications.
• Maintains knowledge of the City's highways, transportation systems, weather conditions, attractions and services available to visitors in order to be able to provide accurate assistance and information.
• Performs clerical work as required.
• May record, calculate and maintain statistical reports.
• Performs other related duties as required.
  
  

Graduation from high school and 1 to 2 years of experience in customer service work; or any equivalent combination of training and experience which provides the required knowledge, skills and abilities. Requires a valid driver's license.

Knowledge, Skills & Abilities

• Knowledge of customer service work and in assisting customers with account inquiries.
• Knowledge of arithmetic.
• Knowledge of state and local tax and utility regulations, policies and procedures.
• Knowledge of terminology used within the department.
• Knowledge of office accounting methods and procedures.
• Ability to use a variety of popular office machines, including a computer terminal, calculator and facsimile machine.
• Ability to organize and effectively process and maintain tax and utility records and files, and prepare reports from them.
• Ability to analyze and record information and to balance figures.
• Ability to verify documents and forms for accuracy and completeness.
• Ability to understand and follow oral and written instructions.
• Ability to type accurately at a moderate rate of speed.
• Ability to exercise independent judgment, discretion and initiative in completing assignments and in dealing the general public.
• Ability to establish and maintain effective working relationships with other employees and the general public.
• Ability to project a positive, helpful, cheerful public image and promotes City of Suffolk public services.
• Ability to compare and/or judge the readily observable, functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people or things.
• Ability of speaking and/or signaling people to convey or exchange information. Includes receiving instructions, assignments and/or directions from supervisors.
• Ability to read billing statements, account records, reports, etc.; prepare correspondence, reports, forms, etc., using proper format.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagrammatic form; to deal with problems involving several concrete variables in or from standardized situations.
• Ability to record and deliver information, to explain procedures, to follow oral and written instructions. Must be able to understand government accounting terminology.
• Ability to utilize mathematical formulas; to add and subtract totals; to multiply and divide; and to determine percentages and decimals.
• Ability to inspect items for proper length, width and shape.
  
  

Physical Requirements

Must be physically able to operate a variety of automated office machines which includes a computer, check signing machine, calculator, printer, etc. Must be able to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time, but may involve walking or standing for periods of time. Requires the ability to coordinate hands and eyes rapidly and accurately in using automated office equipment. Requires the ability to handle a variety of items, office equipment, control knobs, switches, etc. Must have minimal levels of eye/hand/foot coordination. Does not require the ability to differentiate between colors and shades of color. Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under minimal levels of stress. Requires the ability to talk and/or hear: (talking: expressing or exchanging ideas by means of spoken words; hearing - perceiving nature of sounds by ear).

Part time

Monday-Friday, 8:30am-12:45pmÂ