Customer Service Representative

City of Rochester•Rochester, NY

2d•Onsite

About The Position

This position involves the independent performance of customer service duties and the performance of complex clerical activities in a NSC (Neighborhood Service Center). NSC’s provide decentralized City services in City neighborhoods, with staff using a team approach to address community needs. The Customer Service Representative is responsible for complaint intake, referral and tracking through to resolution. This employee also provides residents with information and referral services and accepts applications, fees and payments for select City programs and services. The person in this position may lead other clerical personnel and is supervised by the NSC Administrator. Related work is performed as required. Under the NY HELPS Program, the Civil Service Exam for this title has been waived. For additional information regarding the NY HELPS Program, please visit: https://www.cs.ny.gov/help/faq.cfm CITY RESIDENCY WILL BE REQUIRED WITHIN ONE YEAR OF HIRE.

Requirements

High school diploma or Equivalent
Associate's degree in office technology or related field
Two (2) years of clerical experience (or its part-time equivalent) in three (3) of the following four (4) areas: typing documents and correspondence; filing; data entry; and public contact (by telephone and in person)
OR Four (4) years of the experience described in 1. above
Must be available and willing to accept changes in work schedule as assigned
Must be willing to work alone in the office when necessary, including opening and closing the office

Responsibilities

Inputs work orders, inspection reports, property code violations, etc., into computer
Receives telephone and walk-in complaints
Routes complaints to appropriate team member, logs and tracks through to resolution
Accepts applications for City programs (certificates of occupancy, building permits, rehabilitation, loans/grants, summer youth employment, vehicle storage permits, etc.)
Prioritizes the routine activities and clerical workflow of the office
Drafts routine correspondence to respond to citizen concerns
Prepares work orders for City services such as boarding-up unsecured properties, cutting grass, removal of debris
Responds to requests from the public for information about City programs and services
Acts as liaison with City offices and other agencies when problems cannot be resolved with NSC resources
Performs monitoring and reporting activities related to the tracking of the workflow
Responds to inquiries from the public for property information, accessing various databases
Assists Inspection and Police personnel with scheduling of inspections, meetings, other appointments, etc.
Orders supplies and maintains inventory records
May occasionally open and close the office alone