Customer Service Representative (Part-Time)

GENERAL SUMMARY: Under supervision, interact with customers to provide basic or scripted information in response to routine inquiries about services; handle and resolve general complaints; answer inquiries and provide information to the general public, customers, visitors and other interested parties regarding activities conducted at the Multicultural Family Center, location of departments, offices and employees within the City of Dubuque organization; perform entry-level clerical duties including answering telephones, bookkeeping, typing or word processing, office machine operation, and filing; and performing other duties as assigned.

The ideal candidate possesses the ability to follow a management philosophy that is input oriented and values equity, problem solving and the development of partnerships; the ability to work effectively as a member of a team; and the desire to be part of an organization that values service, people, integrity, responsibility, innovation and teamwork.

DISTINGUISHING FEATURES OF THE CLASS: Work in class involves responsibility for performing clerical, Customer Service and receptionist duties. Employees in this class report to Leisure Services Lead Administrative Assistant and work is reviewed through conferences and results achieved.

• Maintain inventory records; and office equipment in proper operating condition.
• Answer telephones to direct calls or provide information.
• Greet customers, patrons, or visitors.
• Respond to customer inquiries, problems or complaints.
• File documents or records.
• Collect payments or fees.
• Proofread documents, records, or other files to ensure accuracy.
• Operate office computers and equipment.
• Send information, materials or documentation.
• Distribute incoming mail.
• Provide forms and information to customers and coworkers.
• Enter information and data into computer system.
• Set up new customer accounts.
• Search files, databases or reference materials to obtain needed information.
• Use a two-way radio to relay real time information.
• Check data for recording errors.
• Compile data or documentation.
• Perform simple mathematic procedures.
• Balance revenues to receipts.

KNOWLEDGE, SKILLS AND ABILITIES:

• Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology.
• Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Active Listening - Listening to others, not interrupting, and asking good questions.
• Speaking and Comprehension - Communicating by speaking clearly and understanding what people are saying.

MINIMUM QUALIFICATIONS:

• High school diploma or equivalent; and
• Experience or on-the-job training related to the duties of the position; or
• Any combination of education and experience equivalent to the position qualifications.

PREFERRED QUALIFICATIONS:

• Experience working with a diverse workforce and population.
• Customer service experience.

RESIDENCY REQUIREMENT: Employee shall establish their principal place of residence within thirty (30) miles of the corporate limits of the city of Dubuque as soon as practicable after appointment, but within two years of appointment.

FLSA STATUS: Non-Exempt

The City of Dubuque provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sex, pregnancy, sexual orientation, marital status, religion, age, disability, gender identity, or results of genetic testing.