Customer Service Rep

Position: Customer Service Rep I
Summary

About our opportunity:

The City of Asheville is seeking qualified applicants for the position of Customer Service Representative Iwithin the Transportation Department'sParking Division. This position provides excellent customer service to Parking Services' customers, including residents and visitors of Asheville, NC, while processing payments, providing routine information about City public parking and answering questions regarding policies, procedures, parking citations, fees, and other issues.

Purpose of Classification:

The purpose of this classification is to provide customer service for an assigned department providing routine information and answering questions regarding policies, procedures, fees, and other issues.

Distinguishing Characteristics:

This is the first level in the Customer Service Representative series.

Other things to know:

Work Schedule:

M-F 8:15 am - 5:15 pm

Essential Duties and Responsibilities

Essential Functions:

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Performs customer service functions according to area of assignment: greets visitors, answers phone calls and emails, and assists customers, citizens, and taxpayers; provides information regarding City services, programs, policies, and procedures; refers issues to appropriate department and/or staff member; and takes and/or relays messages, as necessary.

Assists staff or customers in resolving issues for area of assignment: interacts with staff from other departments and outside agencies to conduct research, exchange information, respond to inquiries, and resolve problems; and keeps customers informed of status of service requests and problem resolution.

Establishes and maintains records regarding customer interactions and requests: enters customer information and concerns into department database; prepares work orders and coordinates services with other staff as appropriate; and maintains files of completed work orders, account documentation, and other program records.

Receives, records, and prepares receipts for payments for department fees and services: answers questions regarding accounts, charges and fee schedules, policies, procedures, etc.; enters and updates account information in department database; and processes related documentation according to established procedures.

Communicates with supervisor, other City employees, contractors, the public, outside agencies and organizations, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems

.

Processes a variety of documentation associated with department/division operations, within designated time frames and per established procedures: receives, reviews, prepares, completes, processes, forwards or retains as appropriate various forms, reports, correspondence, and other documentation; compiles data for further processing or for use in preparation of department reports; and maintains computerized and/or hardcopy records.

Operates a personal computer to enter, retrieve, review, or modify data, utilizing word processing, spreadsheet, database, Internet, e-mail, or other software; and operates general office or other equipment as necessary to complete essential functions.

Additional Functions:

Performs other related duties as required.

Education and Experience

Minimum Qualifications:

High school diploma or GED required; previous work experience is preferred; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Preferred Qualifications

Experience demonstrating effective de-escalation techniques and the ability to remain calm and professional in high-volume or challenging customer interactions.

Demonstrated ability to work collaboratively as part of a team, maintain a positive and even temperament, and exercise sound problem-solving skills and patience while assisting diverse members of the…