Customer Service Representative I (B272320-1), 202, Records

Provides customer service by answering phones and assisting with resolving customer issues. Tracks customer calls and resolutions into database, coordinates schedules and appointments, and relays messages between departments as needed.ESSENTIAL DUTIES & RESPONSIBILITIES
The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.
 

• Serves as the initial point of contact to receive and address customer concerns, questions, or complaints.   
• Answers calls, responds to emails, and communicates in person with customers and guests; provides general information and/or forwards inquiry to the proper employee or department as appropriate. 
• Creates, enters, and maintains records and customer call information in database for call-tracking and resolution reporting.
• Processes payments and maintains inventory control.
• Performs related work as required.

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES
Knowledge of:

• Knowledge of City ordinances, protocols, and policies.
• Knowledge of City services and departments.
• Knowledge of basic arithmetic.
• Knowledge of modern office procedures and methods including computers and applicable software, such as Microsoft Office, AS400, or FIS.
• Knowledge of English grammar, spelling, and punctuation.

Skills and Abilities:

• Skill in planning, organization, and time management. 
• Skill in performing a variety of duties, often changing from one task to another of a different nature.
• Skill in critical thinking and logical reasoning.
• Skill in customer service delivery.
• Ability to problem solve and demonstrate sound judgement.
• Ability to maintain composure and respond effectively under pressure.
• Ability to rapidly learn new skills and behaviors in response to changing circumstances.
• Ability to take and follow directions from supervisor. 
• Ability to communicate effectively, both orally and in writing, in English and Spanish.
• Ability to establish and maintain effective working relationships.
• Ability to meet schedules and deadlines of the work.

WORK ENVIRONMENT/CONDITIONS AND PHYSICAL DEMANDS

Physical Effort Requirements Position will have the following exposures

• Office or similar indoor environment, relatively free from unpleasant environmental conditions or hazards.
• Occasional exposure to unpleasant environmental conditions and/or hazards.        Occasional outside work.
• Frequent exposure to unpleasant environmental conditions and/or hazards. Majority of work performed outside or with exposure to risk.
• Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
• Exerting up to 35 pounds of force occasionally, up to 20 pounds of force frequently, and/or up to 20 pounds of force constantly having to move objects.

Work Environment Locations Position will require the employee to work in the following types of work environments
 
 Never

• Construction site
• Confined space 

 Seldom

• Outdoor environment
• Street environment (near moving traffic)

Sometimes

• Vehicles
• Warehouse environment

 Frequently

• Office or similar indoor environment

Exposures Position will require the employee to be exposed to the following environmental elements
 
Never

• Individuals who are hostile or irate
• Individuals with known violent backgrounds
• Extreme cold (below 32 degrees)
• Extreme heat (above 100 degrees)
• Communicable diseases
• Moving mechanical parts
• Fumes or airborne particles
• Toxic or caustic chemicals or substances

Seldom

• Loud noises (85+ decibels such as heavy trucks, jack hammers, construction)

Travel Position will require the employee to travel
 
Never:

• National travel
• International travel

 
Seldom:

• Local travel
• Regional travel

Required Education and Experience

• High School diploma or G.E.D. equivalency
• At least one (1) year of experience in customer service, clerical, or administrative support

Foreign Education: 

• Applicants who have completed education outside of the United States must submit a foreign credential evaluation completed by a professional credential evaluation agency that is a member of the National Association of Credential Evaluation Services (NACES) or the Association of International Credential Evaluators (AICE). The evaluation must verify the U.S. equivalency of the degree and identify the comparable U.S. degree level. Applicants are responsible for obtaining and submitting the required evaluation documentation.

Note: The City of Laredo is not responsible for any fees associated with obtaining a foreign credential evaluation or educational equivalency documentation.

Required Licenses or Certifications

As part of the minimum requirements for all positions with the City of Laredo, a thorough background check and certified school transcripts will be required from all applicants who are offered employment.

Effective February 24, 1997, all selected applicants are required to undergo a drug and alcohol test prior to employment.

Effective January 7, 2008, all persons in safety-sensitive functions/positions, as per City of Laredo Drug and Alcohol Policy definition, shall be subject to random drug and alcohol testing.

A person with a disability who needs a reasonable accommodation related to a selection process is requested to contact the Human Resources Department at (956) 791-7480 two days prior to the scheduled interview and/or test if applicable.

City of Laredo is an Equal Opportunity/Affirmative Action/Pro Disabled and Veteran Employer. We welcome differences in the form of gender, race, ethnicity, disability, geography, socioeconomic status, age, politics, religion, philosophy, sexual orientation, or gender identity. All applicants who share this goal are encouraged to apply. Must be able to function in a principle-based organization that has a culture built on character and core values.