Customer Service Specialist

Under general supervision, this position performs a variety of routine clerical functions for the Public Works Department, to include Waste Management. Reports to the Administrative Services Manager.

Receives and creates orders for advanced bulk pickup, missed trash collection, can replacement and repair, and miscellaneous waste concerns; records required documentation and identification; responds to inquiries from management staff; contacts customers, and collects additional information needed.

Performs administrative support work such as word processing, creating spreadsheets, data entry and retrieval, and functions that may require interpretation, judgment and determining appropriate processes to be used; reviews forms, data and other information to ensure accuracy and conformance to established procedures and policies.

Answers telephone and greets visitors and/or contractors; responds to inquiries and complaints and provides or refers callers to the appropriate source; routes messages for department personnel.

May screen and respond to inquiries and complaints; provides information on policies and procedures; performs other similar types of administrative support activities; responsible for establishing, coordinating, and/or maintaining ?ling and record systems.

Performs other duties as assigned. Individual assignments will be determined by supervisor based on current workload and department needs.

Has considerable knowledge of modern office practices and procedures. Has considerable knowledge of arithmetic, spelling, grammar, punctuation and vocabulary. Has general knowledge of the policies and procedures, and the organization and function of the department. Is skilled in the operation of common office equipment, including popular computer-drive word processing, spreadsheet and file maintenance programs. Is able to screen communications and, based on content, handle independently or route to proper source.

Is able to correct spelling, grammatical, punctuation and typing errors. Is able to use independent judgment in organizing and establishing format. Is able to gather information from a variety of sources and draft documents. Is able to establish and maintain moderately complex files. Is able to communicate effectively orally and in writing. Is able to exercise tact and courtesy in frequent contact with the general public.

Is able to establish and maintain effective working relationships as necessitated by work assignments.

Maintains high standards of accuracy in exercising duties and responsibilities. Exercises immediate remedial action to correct any quality deficiencies that occur in areas of responsibility. Maintains high quality communication and interacts within department and division, and with co-workers and the public.

Maintains effective and efficient output of all duties and responsibilities as described under "Essential Job Functions."

Assumes responsibility for doing assigned work and meeting deadlines. Completes assigned work on or before deadlines in accordance with directives, city policy, standards and prescribed procedures. Accepts accountability for meeting assigned responsibilities in the technical, human and conceptual areas.

Attends work regularly and adheres to city policies and procedures regarding absences and tardiness. Provides adequate notice to higher management with respect to vacation time and time-off requests.

Maintains an enthusiastic, self-reliant and self-starting approach to meet job responsibilities and accountability. Strives to anticipate work to be done and initiates proper and acceptable direction for completion of work with a minimum of supervision and instruction.

Exercises analytical judgment in areas of responsibility. Identifies problems or situations as they occur and specifies decision objectives. Identifies or assists in identifying alternative solutions to problems or situations. Implements decisions in accordance with prescribed and effective policies and procedures and with a minimum of errors. Seeks expert or experienced advice, and researches problems, situations and alternatives before exercising judgment.

Accepts supervisory instruction and direction, and strives to meet the goals and objectives of same. Questions such instruction and direction when clarification of results or…