Customer Service Representative

Job Overview

This position plays a vital role in the operation of the Department of Transportation’s Call Center, with a primary focus on providing support to both the public and internal staff. Responsibilities include answering phone calls, entering work orders for the Department, processing incoming mail, and performing general office duties. The individual in this role will handle a variety of inquiries, ranging from routine requests to complex issues that require a thorough understanding of the Department’s services and policies.

The ideal candidate for this position must possess excellent verbal and written communication skills, strong organizational abilities, and a commitment to outstanding customer service. The ability to multitask, manage time effectively, and respond promptly to time-sensitive requests is essential. The candidate should also demonstrate flexibility and a proactive mindset when addressing obstacles or complex situations. Additionally, a high level of accuracy and attention to detail is necessary to ensure that all work orders are processed correctly and efficiently.

This position requires on-site presence; remote work is not available. Working hours for this position are from 8:00 a.m. to 5:00 p.m. However, flexibility is required, as you may be expected to work outside of these hours during inclement weather or emergency situations. The ability to adapt to changing schedules and handle unexpected events is crucial for this role.

• Serves as liaison between the assigned department and other departments/divisions, staff members, County officials, the public, community leaders, outside agencies, or other individuals or organizations for the distribution and receipt of routine information; interacts with various officials and dignitaries involving sensitive client relations; conveys information among division/department personnel; circulates documentation to appropriate departments.
• Distributes documentation between department/staff members and internal/external individuals/agencies; operates fax machine to send/receive documentation; distributes/delivers incoming faxes, subpoenas, mail, or other documentation to appropriate personnel; sorts, organizes, opens, and/or distributes incoming mail; signs for incoming packages and delivers to appropriate personnel; processes outgoing mail; copies and distributes forms, reports, correspondence, schedules, agendas, or other documentation.
• Types, prepares, proofreads, and/or completes various forms, reports, correspondence, lists, logs, notices, schedules, calendars, attendance records, check requests, purchase orders, requisitions, budget documents, contracts, agreements, statistical reports, incident/accident reports, work order requests, agendas, minutes, motions, ordinances, resolutions, accident/incident reports, inventory records, charts, graphs, spreadsheets, or other documents.
• Provides administrative/secretarial support for management and/or staff of assigned department/division: relieves management staff of routine administrative tasks; screens telephone calls, mail, e-mail, and other communications and initiates appropriate action/response; records and transcribes dictation; types, composes, edits, or proofreads various documentation; maintains calendars and schedules meetings, appointments, interviews, or other activities; coordinates travel arrangements, accommodations, conference registrations, or related plans for department staff.
• Processes purchasing documentation: reviews purchase requisitions and verifies availability of budgeted funds; prepares purchase orders and forwards data to appropriate departments; obtains competitive price quotes; orders materials under blanket purchase orders; reviews invoices, purchase orders, or other documents for accuracy; researches discrepancies, assigns proper accounting/budgetary codes, obtains proper signatures, and forwards for payment; maintains files and records.
• Performs customer service functions in person, by telephone, and by mail: provides information/assistance regarding department/division services, procedures, fees, or other issues; responds to routine questions or complaints; researches problems/complaints and initiates problem resolution; receives payments for various fees, fines, or services: records transactions, posts payments, and issues receipts; balances cash drawers; prepares revenues for deposit and forwards as appropriate.
• Maintains calendar/schedule of activities for the assigned manager and department/division; schedules and confirms appointments, meetings, interviews, conferences, training activities, or other activities; updates calendar on a regular basis and notifies parties involved of changes.
• Coordinates travel arrangements, accommodations, conference registrations, or other travel-related plans for executives or other staff.
• Processes a variety of documentation associated with department operations within designated time frames and per established…