City of Chandler Salary Plan - 2012-13
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OT Status Legend:
Non-Exempt = Hourly Position
Exempt = Salaried Position
Excellence is the responsibility of everyone at the City of Chandler. We lead by
our core values in constant pursuit of excellence:
*Commitment – Dedicate oneself to consistent and excellent public service
*Innovation – Implement unique, creative and cost-effective solutions
*Communication – Communicate in a positive, honest and productive manner
*Integrity - Adherence to high ethical standards
*Diversity – Promote inclusiveness
and impartiality throughout the organization
*Personal Responsibility – Take initiative to achieve excellence and
*Respect – Demonstrate a high regard
*Teamwork – Promote cooperative efforts, open communication and trust
All City employees are expected to conduct themselves in a way consistent with the
|CUSTOMER SERVICE REPRESENTATIVE
Pay Grade: A14 FLSA Status: Non-Exempt
Job Group: Clerical/Technical (A) Class Code: C062
City Clerk Assignment: Confidential (C)
Effective Date: 7/01 Revision Date: 8/03, 7/05, 4/11
The primary function of an employee in this class is to provide effective customer service, provide general clerical support and records maintenance, and answer phones. A Customer Service Representative must possess clerical and customer service skills; he/she acquires knowledge of department functions through on-the-job experience and becomes a department-related specialist with a good working knowledge of department policies and procedures. While a Customer Service Representative does not supervise, he/she may train others to perform similar duties.
Essential Functions are not intended to be an exhaustive list of all responsibilities, duties and skills. They are intended to be accurate summaries of what the job classification involves and what is required to perform it. Employees are responsible for all other duties as assigned.
Answers incoming phone calls and greets walk-in customers, providing general city-wide information to the public, specific information about department policies/programs and referrals to other departments or staff as needed;
Accepts applications, registrations, reservations, complaints or documents, inputs data into central computer system, processes documents or information in prescribed manner, or dispatches others to respond;
Assists customers with department procedures such as completing applications or registrations;
Explains department procedures/policies/programs to customers and resolves customer concerns;
Relates and interprets applicable laws, ordinances, codes and policies;
Ensures documents are complete with proper signatures, stamps or other written information;
Processes and receives payments, balances cash, reviews billings, records account information and tracks changes;
Processes licenses, forms, applications, registrations, etc.
Composes routine correspondence;
Determines customers' needs through interviewing and communication exchange;
Modifies customer database or general accounts;
Researches account status for payment history; researches special issues and makes appropriate recommendations;
Negotiates payment arrangements;
Prepares, distributes and maintains a variety of documents, correspondence, log sheets, applications, etc.;
Schedules activities and/or services; registers customers;
Performs a variety of administrative support duties such as returned checks, electronic payments, journal entries, payment arrangements, process delinquent accounts, etc.
Maintains files, logs and other records;
Files documents into appropriate folders; reorganizes file folders as needed;
Completes special records management assignments;
Dispatches field personnel as necessary;
Ensures front entrance is clean and orderly for visitors;
Restocks document forms and supplemental City information;
Provides data entry services, faxing, typing, and filing in support of department functions;
Runs errands, picking up or delivering papers or materials;
Performs all work duties and activities in accordance with City policies and procedures;
Works in a safe manner and reports unsafe activity and conditions. Follows City-wide safety policy and practices and adheres to responsibilities concerning safety prevention, reporting and monitoring as outlined in the City's Safety Handbook.
Other Duties and Responsibilities:
May cross-train in one or more areas of department functions.
Knowledge, Skills and Abilities:
The operation of personal computer and various software applications for word processing, spreadsheets, etc.;
Customer service procedures and techniques;
English grammar and punctuation;
Modern office practices and procedures;
Record keeping practices and procedures.
Evaluate and analyze customer needs to provide exceptional customer service;
Learn department functions thoroughly in order to provide general information and explain detailed department processes and procedures;
Learn and explain regulatory compliance issues related to the assigned department's function;
Maintain important records efficiently and accurately and to prepare clear and concise reports;
Research information and data and prepare reports;
Multi-task with numerous and frequent interruptions;
Perform duties accurately and efficiently under time sensitive deadlines;
Respond courteously to customer inquiries, which are sometimes controversial or adversarial;
Work well under pressure;
Operate a variety of standard office equipment and a cash register;
Maintain effective working relationships with other City employees, supervisory personnel, state and local elected officials and the public;
Operate a personal computer and related software such as word processing, spreadsheets, etc.;
Communicate effectively both orally and in writing;
Use logical and creative thought processes to develop solutions according to written specifications and/or oral instructions.
The work is performed under the supervision of an assigned supervisor.
May train others to perform similar duties.
High school diploma or GED equivalency;
One (1) to two (2) years general clerical experience; and
Passport Acceptance Agent to accept U.S. passport applications by the U.S. Department of State may be required for
some positions; or
Any equivalent combination of experience and training which provides the knowledge and abilities necessary to
perform the work.
Course work in writing, math or other business applications.
Previous experience in customer service position.
The primary duties of this class are performed in a general office environment.
Essential Physical Abilities:
Sufficient clarity of speech and hearing or other communication capabilities, with or without reasonable accommodation, which permits the employee to communicate effectively on the telephone and in person;
Sufficient vision or other powers of observation, with or without reasonable accommodation, which permits the employee to review documents and file them in a prescribed order, and organize documents and materials;
Sufficient manual dexterity with or without reasonable accommodation, which permits the employee to operate a personal computer and other office equipment;
Sufficient personal mobility and physical reflexes, with or without reasonable accommodation, which permits the employee to work in an office setting and at a keyboard for an extended period of time.