RELIEF CUSTOMER SERVICE REPRESENTATIVE - 1125

City of Greenville, SC•Greenville, SC

83d•Onsite

About The Position

This position is part-time, variable hour and will work no more than 20 hours per week on average. Job SummaryUnder regular direction and in compliance with standard operating procedures and policies, serves as a relief customer service representative to cover shifts or provide assistance as needed. Provides customer service and communicates with citizens on the phone, via e-mail and in person to determine the nature of their issue. Receives service requests, complaints, concerns, and inquiries from the public and enters corresponding information into the appropriate computer program and/or service request software. Routes service requests to appropriate employee or department personnel. Greets, answers questions, and provides general information to visitors. Provides clerical support and other administrative assistance as assigned.Essential Functions Essential Functions % of Time Serve as Relief Representative: Fill in when necessary to cover shifts or provide assistance. Address customer requests for service and/or information in person, by phone or e-mail handling irate customers with diplomacy. Enter service requests into computer program and/or service request software accordingly. Monitor status of service requests and follow up with responsible department(s) as appropriate. Prepare and provide basic statistical reports utilizing computer system, software, and/or other tracking methods. Provide input for improvements to work management system and customer service center operations. Maintain good relationships with all City departments. 80% Assist Visitors: Greet visitors and assist walk-in traffic directing them to the appropriate employee, department, or outside agency. Distribute information to visitors, including maps, brochures, and general information. Respond to visitor questions, comments, suggestions, etc., and open service requests when warranted. 15% Provide Administrative Support/Assistance: Provide general administrative support including word processing, data entry, maintaining files, processing/distributing mail, and document duplication. Attend community and/or City meetings and provide information on City services as assigned. Maintain current list of employees, events, and other pertinent information as required. 5%Perform other duties as assigned.Job Requirements

Requirements

High School diploma or equivalent.
Over one (1) 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, and responsible parties, as well as applicable policies and procedures.
Knowledge of: Standard office practices and equipment.
Knowledge of: Computer research techniques, methods, and procedures.
Ability to: Communicate basic to complex ideas verbally and in writing in a clear, concise and professional manner; prepare written reports, summarize meeting minutes, and compose emails, business letters, and various 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 and professional relationships with employees and all levels of management to include representatives from other departments, external organizations, and the public.
Ability to: Appropriately handle confidential information.
Ability to: Maintain excellent organization and attention to detail; develop and maintain filing systems; and maintain complex records using a variety of source materials.
Ability to: Understand and follow oral and written instructions.
Ability to: Work with frequent interruptions and changes in priorities.
Ability to: Work a flexible schedule.
Ability to: Make basic mathematical calculations (e.g., addition, subtraction, multiplication, and division).
Ability to: Utilize specialized software and systems in performance of job duties which may include work management system, mapping system, etc.
Ability to: Operate general office equipment to include scanner, printer, copier, telephone, and computer with Microsoft Office Suite.

Responsibilities

Serve as Relief Representative: Fill in when necessary to cover shifts or provide assistance. Address customer requests for service and/or information in person, by phone or e-mail handling irate customers with diplomacy. Enter service requests into computer program and/or service request software accordingly. Monitor status of service requests and follow up with responsible department(s) as appropriate. Prepare and provide basic statistical reports utilizing computer system, software, and/or other tracking methods. Provide input for improvements to work management system and customer service center operations. Maintain good relationships with all City departments.
Assist Visitors: Greet visitors and assist walk-in traffic directing them to the appropriate employee, department, or outside agency. Distribute information to visitors, including maps, brochures, and general information. Respond to visitor questions, comments, suggestions, etc., and open service requests when warranted.
Provide Administrative Support/Assistance: Provide general administrative support including word processing, data entry, maintaining files, processing/distributing mail, and document duplication. Attend community and/or City meetings and provide information on City services as assigned. Maintain current list of employees, events, and other pertinent information as required.
Perform other duties as assigned.

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