Customer Service Representative (C&M Department)

DISTINGUISHING CHARACTERISTICS OF WORK

This position involves extensive contact with the general public in receiving complaints of customers of the city for streetlights and city facilities. Duties in this class involves responsibility for assisting residents and city employees with maintenance requests. Although work is performed in accordance with established policies, it is not supervised in detail and a considerable amount of independent judgment is frequently involved. General supervision is received from Executive Assistant to Director and usually consists of consultation and a review of reports.

Essential Examples Of Duties

The following illustrates examples of some of the essential duties and responsibilities of the Customer Service Representative. There may be other essential functions, not listed below, in order to accomplish the tasks as presented by the Supervisor.

• Act as a receptionist, answering phones & directing calls.
• Receives customer inquiries in the office or by phone regarding streetlight repair or outages.
• Processes call with tact and politeness.
• Receives inquires/ complaints for repair of all city facilities.
• Performs a variety of administrative duties relative to the needs of the department.
• Performs a wide variety of clerical tasks in the office in maintaining records. Resolves or assists in the resolution of citizens and or departmental complaints.
• Accesses information by computer.
• Performs related work as required.
  
  

Knowledge, Skills And Abilities

• Ability to learn departmental procedures regarding the open gov system, regulations and policies.
• Ability to learn to work accurately and quickly.
• Ability to apply general departmental rules and procedures to specific customer problems.
• Ability to handle customer complaints tactfully, and to establish and maintain effective working.
• Ability to keep records and prepare a variety of reports, either by hand or by computer.
• Ability to communicate in English and Spanish effectively. Knowledge of Microsoft Word and Excel programs.
• Ability to prepare detailed and comprehensive records and reports.
• Ability to maintain effective working relationship with other employees and the general public. Ability to make minor decisions in accordance with set procedures, apply these to work problems.
  
  

Physical Requirements

The following are some of the physical requirements associated with this position. Reasonable accommodation may be made by the City to enable an individual to perform the essential duties/functions of the position.

• Must have ability to effectively communicate and interact with other employees and the public through the use of telephone and personal contact as normally defined by the ability to see, read, talk, stand, hear, hands to finger dexterity, handle, feel or operate objects, read and write English.
• Physical capability to effectively use and operate various items of office equipment; such as but not limited to a personal computer, calculator, copier and fax machines.
• Work is performed indoors within a quiet to moderately noisy environment.
• Must be able to lift, carry and or push articles weighing up to 20 lbs.
  
  

Minimum Education And Experience

• Must be a high school graduate or have a G.E.D. Equivalency Certificate.
• Must be bi-lingual in English and Spanish and have at least one (1) year experience working in a customer service environment.
• Sales experience does not constitute customer service experience for the purpose of qualifying for this position.
• Any combination of education & experience may be considered.
  
  

When claiming veterans’ preference, you must provide a copy of your DD-214, Certificate of Release or Discharge from Active Duty, or other acceptable documentation.

IF YOU MEET THE MINIMUM REQUIREMENTS AND WISH TO BE CONSIDERED FOR THIS POSITION, PLEASE FILL OUT AN EMPLOYMENT APPLICATION FORM WITH RESUME ATTACHED AND SEND VIA EMAIL TO [email protected] OR SUBMIT IT IN PERSON TO THE CITY OF HIALEAH HUMAN RESOURCES DEPARTMENT LOCATED AT 501 PALM AVENUE, 3RD FLOOR, HIALEAH, FL 33010. MONDAY – FRIDAY 8:30 A.M. – 5:00 P.M

For any additional questions, please contact the City of Hialeah Human Resources Department at (305) 883-8050.

DISTINGUISHING CHARACTERISTICS OF WORK

This position involves extensive contact with the general public in receiving complaints of customers of the city for streetlights and city facilities. Duties in this class involves responsibility for assisting residents and city employees with maintenance requests. Although work is performed in accordance with established policies, it is not supervised in detail and a considerable amount of independent judgment is frequently involved. General supervision is received from Executive Assistant to Director and usually consists of consultation and a review of reports.

Essential Examples Of Duties

The following illustrates examples of some of the essential duties and responsibilities of the Customer Service Representative. There may be other essential functions, not listed below, in order to accomplish the tasks as presented by the Supervisor.

• Act as a receptionist, answering phones & directing calls.
• Receives customer inquiries in the office or by phone regarding streetlight repair or outages.
• Processes call with tact and politeness.
• Receives inquires/ complaints for repair of all city facilities.
• Performs a variety of administrative duties relative to the needs of the department.
• Performs a wide variety of clerical tasks in the office in maintaining records. Resolves or assists in the resolution of citizens and or departmental complaints.
• Accesses information by computer.
• Performs related work as required.
  
  

Knowledge, Skills And Abilities

• Ability to learn departmental procedures regarding the open gov system, regulations and policies.
• Ability to learn to work accurately and quickly.
• Ability to apply general departmental rules and procedures to specific customer problems.
• Ability to handle customer complaints tactfully, and to establish and maintain effective working.
• Ability to keep records and prepare a variety of reports, either by hand or by computer.
• Ability to communicate in English and Spanish effectively. Knowledge of Microsoft Word and Excel programs.
• Ability to prepare detailed and comprehensive records and reports.
• Ability to maintain effective working relationship with other employees and the general public. Ability to make minor decisions in accordance with set procedures, apply these to work problems.
  
  

Physical Requirements

The following are some of the physical requirements associated with this position. Reasonable accommodation may be made by the City to enable an individual to perform the essential duties/functions of the position.

• Must have ability to effectively communicate and interact with other employees and the public through the use of telephone and personal contact as normally defined by the ability to see, read, talk, stand, hear, hands to finger dexterity, handle, feel or operate objects, read and write English.
• Physical capability to effectively use and operate various items of office equipment; such as but not limited to a personal computer, calculator, copier and fax machines.
• Work is performed indoors within a quiet to moderately noisy environment.
• Must be able to lift, carry and or push articles weighing up to 20 lbs.
  
  

Minimum Education And Experience

• Must be a high school graduate or have a G.E.D. Equivalency Certificate.
• Must be bi-lingual in English and Spanish and have at least one (1) year experience working in a customer service environment.
• Sales experience does not constitute customer service experience for the purpose of qualifying for this position.
• Any combination of education & experience may be considered.
  
  

When claiming veterans’ preference, you must provide a copy of your DD-214, Certificate of Release or Discharge from Active Duty, or other acceptable documentation.

IF YOU MEET THE MINIMUM REQUIREMENTS AND WISH TO BE CONSIDERED FOR THIS POSITION, PLEASE FILL OUT AN EMPLOYMENT APPLICATION FORM WITH RESUME ATTACHED AND SEND VIA EMAIL TO [email protected] OR SUBMIT IT IN PERSON TO THE CITY OF HIALEAH HUMAN RESOURCES DEPARTMENT LOCATED AT 501 PALM AVENUE, 3RD FLOOR, HIALEAH, FL 33010. MONDAY – FRIDAY 8:30 A.M. – 5:00 P.M

For any additional questions, please contact the City of Hialeah Human Resources Department at (305) 883-8050.