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SalaryPOSITION TITLE: CUSTOMER SERVICE REPRESENTATIVE (CSR) STAFF POSITION
POSITION REQUIREMENTS: The knowledge, skills and abilities required for the Customer Service
Representative include the ability to effectively communicate, time management skills, adherence to
Policies and procedures, the ability to collaborate and problem solve, taking initiative, and effectively
utilizing technology.
ESSENTIAL FUNCTIONS: The following are Essential Functions required for the Customer Service Representative position.
1. Communications-Communicate effectively with colleagues, supervisors and other stakeholders
a. Communicates clearly both verbally and in writing.
b. Communicates respectfully, utilizing language appropriate for the workplace setting.
c. Directs phone calls to the correct recipients and takes detailed messages and ensures
clients are connected with the appropriate department staff as needed.
d. Efficiently and effectively communicates new calls to proper specialists, supervisors, and managers.
e. Communicates with the appropriate departments regarding client information and questions.
f. Monitors received emails, and sends emails as required in a timely manner.
g. Provides updates on cases and clients to all company staff who need to know.
h. Provide regular updates on progress and status of assigned tasks or projects.
i. Explains products and services to clients using the company’s website.
j. Reads and re-routes incoming emails to the correct recipients.
k. Responds to Workplace/Work Chat, 8X8 Text groups and any new or replaced current programs appropriately.
l. Listens and takes effective notes in meetings as assigned.
m. Ensures effective detailed time and entries in the Daily Planner.
n. Updates Workplace with all pertinent call and entry information.
o. Maintains and provides accurate and organized records digital and or paper as required.
p. Documents required information in network daily planner.
q. Provides accurate notes on activities and tasks in Workplace, and SeedCode..
r. Ensures all correct individuals and departments are tagged in Workplace.
2. Time Management-Efficient and effective planning, organizing and scheduling of work within timeframes and meeting deadlines.
a. Abides by time schedule, time blocking as directed.
b. Effectively use Network Daily Planner (LiveTrack) in detail along with time.
c. Review Google Calendar for schedules and changes.
d. When not busy, seek a supervisor for guidance.
e. Use a time clock to record work time and exclude non-work time.
f. Consistently prepared to work at the designated times.
g. Fill out a daily planner effectively and accurately.
h. Time blocking to focus high priority tasks at appropriate times, as directed by supervisor
3. Policies and Procedures-Adheres to company policies, procedures and guidelines.
a. Understands the department’s workflow and demand.
b. Demonstrates familiarity with the company handbook.
c. Adheres to the written processes for Customer Service Representative staff member position..
d. Effectively utilizes the new call sheet paper version and digital version.
e. Effectively utilizes the authorized phone greeting/script.
f. Ensures the company website is open when accepting new calls.
g. Escalates promptly any problems or issues to supervisors and management as appropriate.
h. Handles client information with discretion and maintains confidentiality.
i. Does not share information with any outside company or city official without Supervisor Approval.
j. Shreds any documents containing client information that is no longer needed.
k. Is cautious and aware to not click onto any links in emails without Supervisor Approval.
l. Adheres to health, safety, and legal regulations within the office environment. m. Maintains a safe, sanitary, individual workspace and contributes to safe, sanitary common areas whenever used.
n. Demonstrates acceptable individual hygiene for the workplace.
4. Collaboration and Problem Solving-Effectively cooperates and collaborates with other company team members and contributes to the company’s interests.
a. Works cooperatively with other Customer Service Representatives, Supervisor and Manager.
b. Creates a calm and welcoming environment to assist clients in navigating challenges.
c. Presents problems or issues with one or more potential solutions to Supervisor or Management.
d. Works cooperatively with specialists as needed to call clients back to answer questions. e. Creates groups for city officials such as Building Inspectors, Fire Marshals, and others. f. Utilizes challenges to create learning opportunities.
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5. Initiative-Demonstrates critical thinking and a commitment to professional development.
a. Demonstrates curiosity, takes notes, asks questions and seeks out professional development opportunities within different departments in the company.
b. Develops a solid working knowledge of the office workflow to understand what needs to be done and when to do it.
c. Utilizes changes as a learning opportunity.
d. Utilizes individual performance-related feedback for professional improvement.
e. Provides documentation of all relevant formal professional development activity to to the Customer Service Representative with Looms to your academy and book of knowledge.
f. Takes the opportunity to suggest solutions to system challenges within the organization to Supervisor and Manager or Director as appropriate, obtaining both Supervisor and Manager approval prior to implementing any changes.
g. Stays updated on industry trends, best practices, and company policies.
h. Demonstrates familiarity with current company website content.
6. Technology-Utilizes technology to efficiently, effectively accomplish work.
a. Effectively utilize the Workplace platform for communications needs.
b. Effectively utilizes Microsoft Outlook for email.
c. Effectively utilizes and operates the company’s current phone and multi-line phone systems to answer, transfer, park and conference calls, and send texts.
d. Effectively utilizes Paint 3D, Snipping Tool, and Google Map for pictures and Maps for Workplace.
e. Effectively utilizes Basic Microsoft software, Google Calendar, reviews tags sent and acts on tags, produces footprint for Workplace and creates City Official Workplace groups.
Job Types: Full-time, Part-time
Pay: $20.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
Experience level:
- 3 years
Shift:
- 8 hour shift
Weekly day range:
- Monday to Friday
- No weekends
Work setting:
- In-person
- Office
Work Location: In person
