Customer Service Specialist

This recruitment will be used to fill a vacancy in the Cemetery Assignment (Parks, Recreation and Facilities Department). This recruitment will also be used to establish a Citywide list to fill possible future vacancies in other assignment areas.

A Customer Service Specialist I is responsible for working directly with the public, both in person and/or by telephone. Employees in this class explain and interpret City policies, procedures, and City services to customers, respond to customer inquiries, and resolve customer problems and concerns.

• Depending on assignment, duties may include processing service requests; receiving, tabulating, and balancing various payments for services; scheduling the delivery of solid waste services; billing/invoicing; preparing commercial service and roll-off agreements; assisting with solid waste service audits; assisting families or individuals with selecting grave spaces; and setting up dates and times for services.
• Cemetery Assignment: A Customer Service Specialist I is responsible for working directly with the public in order to process service requests for grave spaces and burial services. An employee in this class receives, tabulates, and balances various payments for services.
  
  Duties include:
  
  assisting families or individuals with selecting grave spaces for services or pre-need; explaining requirements for burials; receiving and processing monies for purchased graves and related services; working with mortuaries to schedule interment orders; setting up dates and times for services; and invoicing mortuaries and marker companies for payment. Employees in this class are expected to exercise considerable discretion, judgment, and compassion in handling sensitive situations, which involve dealing with grieving families and individuals.
  
  This class is supervised by a Cemetery Operations Coordinator who reviews work through conferences, reports, and results achieved.

The public contact component of this classification involves: explaining and/or interpreting the City’s policies and procedures relevant to the employee’s work unit, answering complex questions, and resolving customer and/or citizen problems and complaints. This includes interacting with citizens who are often angry, confused, and/or hostile. Employees in this class are expected to perform day-to-day activities independently within established guidelines and procedures under general supervision.

This class is distinguished from other clerical classes with a significant public contact component by the interpretive or procedural nature of the information provided and by the nature (at times tense, emotional, and/or unpleasant or confrontational) of the circumstances of the contact. This class is distinguished from the Customer Service Specialist II by the more advanced, difficult, and complex duties performed by the latter, requiring a greater degree of independent judgment and decision-making.

This classification, when part-time, has been designated as a non-classified, non-merit system, at-will position. This class is FLSA nonexempt.

Please refer to the link below for the full job description and additional information regarding assignments, preferred qualifications, and essential functions.

Please refer to the following link for the full job description: (Use the "Apply for this Job" box below). Description s/

• Graduation from high school or GED. Four years of full-time public contact experience resolving various levels of customer concerns both on the phone and in person, including some manual or computerized bookkeeping, account-keeping, and/or billing experience. Personal computer (PC) experience.

• Experience working with grieving families and sales experience are highly desirable (Cemetery Assignment).