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Customer Service Front Counter

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About the position

Responsibilities

  • Greet and serve customers entering, calling, or emailing the Department of Customer Service.
  • Strive to learn the front counter and basic daily questions from customers entering the office.
  • Answer phones and provide resolutions to basic questions.
  • Answer emails from both internal and external customers.
  • Provide exemplary customer service to internal and external customers.
  • Become an active and productive team member.
  • Respect your team and the diversity of its members.
  • Open and close the customer service counter area and all related systems.
  • Maintain a professional appearance, positive work ethic, and pleasant disposition towards all.
  • Maintain a consistent, punctual, and reliable attendance record.
  • Perform secretarial, clerical, and administrative duties encompassing the overall responsibilities of the office including typing and recording minutes.
  • Receive phone calls, visitors, and assist the public at the service counter in all departmental business with courtesy and tact.
  • Assist as custodian of all records developed in the Department of Customer Service as well as other department records at the direction of your supervisor.
  • Enter and reconcile transactions in all appropriate systems.
  • Process, maintain, and update various departmental reports, files, computer databases, and other files.
  • Assist in voter registration and other duties required in conducting elections.
  • Prepare and maintain various items and their office filing systems (both paper and electronic).
  • Receipt all over-the-counter and internal payments, maintain, reconcile, and close a cash drawer, assisting others as needed, and prepare bank deposits.
  • Handle monetary transactions using appropriate accounting and cash transaction practices.
  • Assist other office personnel with various duties and responsibilities.
  • Fill in for absent personnel (vacation, illness, etc.).
  • Perform general clerical work such as filing, data entry, record keeping, and tracking office supply inventory.

Requirements

  • High school degree or equivalent.
  • 3 years of entry level customer service experience.
  • Ability to become a public notary.
  • Ability to become familiar with all department functions, policies, procedures, abilities, and the department's relationship to other City areas.
  • Ability to use professional soft skills on a daily basis to help external and internal customers.
  • Ability to establish effective working relationships with the public and colleagues through the exercise of good judgment, courtesy, and tact.
  • Ability to learn and answer involved questions regarding departmental operations and procedures.
  • Ability to become familiar with local ordinances, state statutes and federal regulations; effectively convey this information to the public, and apply it to the job duties and responsibilities.
  • Ability to acquire basic knowledge of accounting for cash receipts, voter registration laws, licensing and permitting laws, regulations, and policies.
  • Ability to use Microsoft Office products quickly and effectively.
  • Capacity to learn and effectively use various computer systems.
  • Ability to understand, follow, and remember involved written and oral instructions, policies and procedures, while performing tasks effectively and maintaining a high level of accuracy and attention to detail.
  • Ability to resolve problems quickly and accurately under stressful conditions.
  • Ability to take control of difficult situations by anticipating problems, analyzing alternative solutions and initiating appropriate corrective measures within established regulations, prescribed policies, and procedures under stressful conditions.
  • Ability to give and follow detailed instruction and have effective oral and written communication skills.
  • Ability to train and lead peers in work assignments.
  • Ability to work extreme hours in a complex and demanding environment involving overtime, evening, and possibly weekend hours.
  • Ability to handle confidential material properly.
  • Proven record of customer service and courtesy in dealing with external and internal customers.
  • Proven record of ability to work independently in addition to team participation.
  • Experience in proper office procedures, methods, and practices.
  • Ability to maintain moderate complex records and prepare reports independently.

Nice-to-haves

  • 3+ years of customer service experience.
  • Bilingual proficiency (Spanish/English) preferred.
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