JOB DESCRIPTION

 

 

JOB TITLE:  Customer Service Specialist

 

MAINTENANCE REVIEW DATE:  December 1999

 

ORG/POS #:  2110/1521

 

JOB OBJECTIVE:  To provide clerical and administrative support the Public Works Solid Waste Collection Division.

 

ACCOUNTABILITY:  Receives general supervision from the Solid Waste Collection Supervisor.

 

ESSENTIAL JOB FUNCTIONS:

 

1.         Assigns, trains, and directs the work activities and monitors the performance of assigned clerical personnel.

 

2.         Receives service-related complaints and questions (by e-mail, letter, telephone, fax, or in person); records complaints by completing computerized customer service forms.

 

3.         Operates a microcomputer, utilizing database software to schedule customer services requests, enter completion codes on all scheduled service requests, and prepare daily work schedules for collection crews.

 

4          Receives complaints from the Public Works Services Representative regarding problems with the collection of solid waste, contacts appropriate personnel for resolution of problem, notifies the Customer Service Representative of final disposition.

 

5.         Supervises the coordination of contacting solid waste contractors of service complaints, ensures any necessary follow-up action with contractors for resolution of problems; notifies the Solid Waste Collection Supervisor, as necessary

 

6.         Initiates review and resolution of customer complaints by notifying appropriate section personnel.

 

7.         Monitors the two-way radio for service problems, emergency requests and customer complaints; contacts appropriate personnel.

 

8          Serves as liaison between the Solid Waste Collection Supervisor and Office Assistants II relating to scheduling problems, customer complaints and compliance with division procedures and guidelines.

 

9.         Answers questions and provides technical information regarding Divisional operations to other city departments, outside agencies, and the general public.

 

JOB TITLE:  Customer Service Specialist

JOB DESCRIPTION - CONTINUED

 

 

SECONDARY DUTIES AND RESPONSIBILITIES:

 

1.         Operates a computerized telephone answering machine for recording of off-hour telephone calls; activates and disables machine daily; updates recordings as to holiday schedules and other special events.

 

2.         Operates a TDD telephone to assist hearing-impaired callers.

 

3.         Performs monthly walk-through of the  Solid Waste Collection building to find and report any maintenance problems which may exist; notifies appropriate personnel of problems, maintenance needs or emergency situations.

 

4.         Writes specifications for materials and equipment; contacts potential vendors to obtain price quotes prepares requisitions for accepted bids.

 

5.         Serves as backup to the Office Assistants III in both the Solid Waste Administration and Solid Waste Collection sections by entering payroll information into the computer, preparing employee status change forms, requests for personnel, workmen’s compensation forms, and other personnel action forms for the division.

 

6.         Serves as backup to the Office Assistant III (Solid Waste Collections) by preparing purchase requisitions for division supplies and services; reviews invoices and delivery tickets to ensure all ordered materials are received.

 

7.         Performs other related duties as required.

 

SUPERVISORY RESPONSIBILITIES:

 

Provides general supervision to the Office Assistants II.

JOB SPECIFICATION

CUSTOMER SERVICE SPECIALIST

 

 

GENERAL STATEMENT OF DUTIES:  Performs work of considerable difficulty in providing clerical and administrative support to the Public Works Department Solid Waste Collection Division.

 

MAINTENANCE REVIEW DATE:  December 1999

 

EXAMPLES OF WORK:  (Illustrative)

 

Assigns, trains, and directs the work activities and monitors the performance of assigned clerical personnel.

 

Receives service-related complaints and questions (by e-mail, letter, telephone, fax, or in person); records complaints by completing computerized customer service forms.

 

Operates a microcomputer, utilizing database software to schedule customer services requests, enter completion codes on all scheduled service requests, and prepare daily work schedules for collection crews.

 

Receives complaints from the Public Works Services Representative regarding problems with the collection of solid waste, contacts appropriate personnel for resolution of problem, notifies the Customer Service Representative of final disposition.

 

Supervises the coordination of contacting solid waste contractors of service complaints, ensures any necessary follow-up action with contractors for resolution of problems; notifies the Solid Waste Collection Supervisor, as necessary

 

Initiates review and resolution of customer complaints by notifying appropriate section personnel.

 

Monitors the two-way radio for service problems, emergency requests and customer complaints; contacts appropriate personnel.

 

Serves as liaison between the Solid Waste Collection Supervisor and Office Assistant’s II relating to scheduling problems, customer complaints and compliance with division procedures and guidelines.

 

Answers questions and provides technical information regarding Divisional operations to other city departments, outside agencies, and the general public.

 

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

 

Considerable knowledge of management principles and practices.

 

Considerable knowledge of solid waste collection procedure and ordinances related to Solid Waste programs.

 

Good knowledge of standard office practices and procedures.

 

Some knowledge of payroll and purchasing procedures.

JOB TITLE:  Customer Service Specialist

JOB SPECIFICATION - CONTINUED

 

 

Some knowledge of computer fundamentals and business software, including spreadsheet and word processing software.

 

Skill in the operation of a microcomputer, utilizing database, spreadsheet and word processing software.

 

Skill in the operation of a TDD telephone system.

 

Ability to assign, train, and direct the work activities of assigned personnel.

 

Ability to analyze and prepare reports.

 

Ability to communicate effectively, both orally and in writing.

 

ACCEPTABLE EXPERIENCE AND TRAINING:

 

At least one (1) year of college or vocational technical school coursework in Office Administration, or a related area; at least two (2) years of administrative experience; at least one (1) year of customer service experience; at least one (1) year of supervisory experience; OR any equivalent combination of experience and training which provides the required knowledge, skills, and abilities.

JOB TITLE:  Customer Service Specialist

JOB SPECIFICATION - CONTINUED

 

 

PHYSICAL REQUIREMENTS:  The physical demands marked below are representative of those that will be required to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

                                                                                                                                                        YES                                                                            NO

 

WORK ENVIRONMENT:

 

The environmental conditions marked below are common to this job:

 

                                                                                                                                                        YES                                                                            NO