Relief Customer Service Representative - 1126

City of Greenville•204 Halton Road (Public Safety Complex) - Greenville, SC

6d•Onsite

About The Position

Under regular direction and in compliance with standard operating procedures and policies, the Relief Customer Service Representative covers shifts and provides assistance as needed. The role serves citizens by phone, email, and in person to identify their needs, receive service requests, complaints, concerns, and inquiries, record information in the appropriate computer program or service request software, and route requests to the appropriate employee or department. The representative also greets visitors, answers questions, provides general information, and performs clerical and administrative support as assigned. This is a part-time, variable-hour position averaging no more than 20 hours per week. Work is primarily in an office environment, with a flexible schedule. The position requires frequent interaction with the public, City employees, and management, and may involve interruptions, changing priorities, time pressures, and multiple tasks. The role is sedentary, with most time spent sitting.

Requirements

High school diploma or equivalent.
More than one year of experience as a secretary, administrative assistant, or in customer service.
Valid South Carolina Class D driver’s license.
Knowledge of City operations, structure, responsible parties, and applicable policies and procedures.
Knowledge of standard office practices and equipment, and computer research techniques, methods, and procedures.
Ability to communicate basic to complex ideas clearly, concisely, and professionally in speech and writing; prepare reports, summarize meeting minutes, and compose emails, business letters, and other correspondence.
Ability to use effective judgment in discussing and resolving customer-related issues consistent with City and department policies and procedures.
Ability to develop and maintain cooperative, professional relationships with employees, management, other departments, external organizations, and the public.
Ability to appropriately handle confidential information.
Strong organization and attention to detail, including developing and maintaining filing systems and complex records using varied source materials.
Ability to understand and follow oral and written instructions, work with frequent interruptions, and adapt to changing priorities.
Ability to work a flexible schedule.
Ability to perform basic mathematical calculations.
Ability to use specialized software and systems, which may include work management and mapping systems.
Ability to operate office equipment, including a scanner, printer, copier, telephone, and computer with Microsoft Office Suite.

Responsibilities

Cover shifts or provide assistance as needed as a relief representative.
Address customer requests for service or information in person, by phone, or by email, including handling irate customers diplomatically.
Enter service requests into the appropriate computer program or service request software.
Monitor service request status and follow up with responsible departments as appropriate.
Prepare and provide basic statistical reports using computer systems, software, or other tracking methods.
Provide input on improvements to the work management system and customer service center operations.
Maintain good relationships with City departments.
Greet visitors, assist walk-in traffic, and direct visitors to the appropriate employee, department, or outside agency.
Distribute information to visitors, including maps, brochures, and general information.
Respond to visitor questions, comments, and suggestions, and open service requests when warranted.
Provide administrative support, including word processing, data entry, file maintenance, mail processing and distribution, and document duplication.
Attend community or City meetings and provide information on City services as assigned.
Maintain current lists of employees, events, and other pertinent information as required.
Perform other duties as assigned.