Customer Service Representative Senior

Jefferson County•Golden, CO

1d•Onsite

About The Position

The Customer Service Representative Senior is responsible for assisting customers with more complex inquiries and providing a high level of customer service to visitors and Department and Division staff. Follow established procedures to provide answers and/or handle customer needs, issues, and concerns as appropriate. Establish and maintain records. Compose and send correspondence as needed. Resolve issues that have been elevated from other personnel. Duties may also include a wide variety of general office support and receptionist duties such as: answering telephones, providing information, documenting calls, performing data entry, receiving and responding to inquiries, assisting internal and external contacts, resolving problems or referring inquiries to the appropriate personnel, and compiling reports. This position is expected to be proficient in all policies and procedures related to the job and to train less experienced workers.

Requirements

1 year of work-related experience.
High School Diploma, GED or equivalent certificate
An equivalent combination of education and experience is acceptable.
A valid Colorado driver’s license is required for positions that drive on County Business in either a county or personal vehicle within 30-days of hire or beginning to serve as an intern or volunteer.
Offer of employment is contingent upon successful completion of criminal history, motor vehicle report, education verification, and/or references for all positions.

Nice To Haves

Two or more years related experience
Advanced verbal and written communication skills
Independent critical thinking
Ability to work well with diverse personalities
High attention to detail
Ability to discuss and work with sensitive information

Responsibilities

Assist customers by phone, e-mail and in person.
Provide information based on advanced knowledge of Department and Division programs, activities, and policies.
Determine urgency, priority, and action necessary to serve customer.
Route messages and/or referrals to other Department and Division personnel as necessary.
Responsible for follow-up with customer until matter is resolved or handed off to someone else.
Resolve issues which have been elevated from other personnel.
Utilize computerized data entry equipment and various word processing, database and/or file maintenance programs to enter, store and/or retrieve information as requested or otherwise necessary.
Retrieve information from systems upon request, performs research, and compile and review information to create reports for distribution.
Train other staff and volunteers in work duties and department policies and procedures.
Process paperwork, assuming responsibility for correctness of spelling, punctuation, grammar, format, and accuracy of information.
Establish and maintain a variety of tangible files, filing and retrieving information as requested or otherwise necessary.
Provide general administrative and clerical support for Department and Division staff.
Sort and open incoming mail, route and distribute as appropriate.
Perform opening and closing procedures to prepare for customers and ensure work area is secured and organized at close of business.
Other duties and responsibilities as assigned.