Temporary Customer Service Representative

Compensation - $18.81/hr

Position open until filled.

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BRIEF DESCRIPTION

This position serves as the first point of contact for customers seeking to interact with the City. This position identifies customers' needs using a variety of methods, follows up to find the appropriate information, solution, or direction the customer desires, and completes a final follow-up contact to ensure exceptional customer service.

This position provides telephone and direct customer service information related to all city departments; maintains and updates databases, references, updates records and files; and is responsible for City Hall's first floor overall appearance, and stocking supplies for customer service stations and the mail room.

NECESSARY KNOWLEDGE, SKILLS, AND ABILITIES

• Ability to learn other employees' job functions (cross-trained) within the City Secretary Department to maintain continuity of service in the many complex duties/operations of the Department
• Must be able to deal with difficult customers in a professional and diplomatic manner
• Performs receptionist duties to include answering phones, routing calls, taking messages, and providing general public information in a friendly, professional manner
• Ability to interact effectively with the public by phone, written communication, or in person
• Displays good judgment skills, a track record of empowered decision making, and accountability for results
• Ability to solve complex problems through technical expertise and sound judgment
• Ability to work under pressure while delivering high-quality work in accordance with required assignment deadlines
• Ability to handle heavy phone traffic on a citywide switchboard
• Ability to complete complex work with little supervision by utilizing critical thinking and proven problem-solving skills
• Must be proficient in the application of correct business English, spelling, and mathematical calculations
• Skill in entering, maintaining, updating, and retrieving database information
• Skill in resolving customer complaints and concerns
• Ability to form and maintain effective working relationships with coworkers, employees in other departments, and with frequent vendors and customers of City Hall, demonstrating strong customer relation skills
• Knowledge of all City of Cleburne department functions
• Bilingual in Spanish preferred

EDUCATION AND EXPERIENCE

High school graduate or equivalent with two (2) years of directly related customer service experience; OR

Any equivalent combination of experience and training that provides the required knowledge, skills, and abilities

CERTIFICATES AND LICENSES REQUIRED

A Valid Class C Texas driver's license and the ability to maintain a satisfactory driving record

Texas Open Meetings Act certificate of completion within 30 days of employment

Texas Public Information Act certificate of completion within 30 days of employment

ENVIRONMENTAL FACTORS AND SAFETY HAZARDS

Primarily in an indoor environment with the ability to operate outdoors when needed. May be exposed to extreme heat and cold during the summer and winter months.

TOOLS AND EQUIPMENT USED

Standard office equipment including multi-line telephone, switchboard, computer, multi-purpose printer/copier/scanner, calculator / adding machine, postage meter, document shredder, etc.