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Job Description

CUSTOMER SERVICE CLERK

JOB CODE 01080

Effective Date:	12/92A

DISTINGUISHING FEATURES OF THE CLASS:

The fundamental reason this classification exists is to provide the public with explanations and interpretations of City ordinances, policies and procedures and assistance in completing a variety of City forms. Individuals in this class have frequent contact with the public by phone and through counter duties. Considerable tact and persuasion is required in dealing with citizens who may be or become irate or distraught. This class performs a variety of clerical assignments such as maintaining a simple set of books or logs, operating a CRT unit and/or calculator, and typing various forms and logs. Once the more difficult phases of the work are learned, the employee works independently referring especially difficult or complex cases to the supervisor or lead worker. This class differs from other clerical counter duties by the responsibility for providing information of an interpretive or procedural nature and the frequent contact with distraught or irate individuals.

ESSENTIAL FUNCTIONS:

• Orally explains information to the public, including requirements of City ordinances and policies;
• Assists applicants in completing applications and forms by answering questions or filling in responses;
• Answers citizen questions on petitions, procedures and policies;
• Operates office equipment including copy machine, calculator, CRT, cash register, switchboard, facsimile machine, credit card terminal, and film reader;
• Distributes and accepts applications at a public counter, checking for completeness, accuracy and timeliness;
• Files and retrieves information;
• Creates and updates records and necessary work materials to ensure that information is correct;
• Directs individuals to various locations including other governmental agencies, geographical locations, or areas within the building/complex;
• Returns, approves, and accepts forms such as applications, requisitions, complaints, etc.;
• Accesses, navigates, and performs on-line (via CRT) updates to automated mainframe applications;
• Manually calculates charges, such as parking, licenses, permits;
• Updates manual or computerized billing records;
• Collects fees or money for payments, counting for accuracy, and balancing collections, and issues receipts;
• Types informational documents, forms, and statistical data;
• Performs research or investigation to determine or verify information;
• Reviews typed documents for accuracy and completeness;
• Creates and updates files and statistical logs with current information and verifies information for accuracy;
• Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.

Required Knowledge, Skills and Abilities:

Knowledge of:

• Modern office methods, practices and equipment.
• Public relations techniques.

Skill in:

• Operating a CRT, typewriter, and other common office equipment.

Ability to:

• Remain in a sitting position for extended periods of time.
• Learn job-related material primarily through oral instructions and observation. This learning takes place mainly in an on-the-job training setting.
• Communicate orally with customers, clients, or public in a face-to-face one-on-one setting or by telephone, answering technical questions and handling difficult complaints with tact and courtesy.
• Work cooperatively with other employees, other departments or agencies, and the public.
• Learn and use the operating policies, ordinances, or procedures within the department.
• Enter data into a terminal, PC, or other keyboard device in order to file or retrieve information.
• Sort, separate, arrange, file, or distribute incoming mail, products, or material in some prescribed manner.
• Work safely without presenting a direct threat to self or others.
• Perform arithmetical calculations including addition, subtraction, multiplication, and division.

Additional Requirements:

• Some positions require the use of a personal or City vehicle on City business. Individuals must be physically capable of operating the vehicles safely, possess a valid driver's license and have an acceptable driving record. Use of a personal vehicle for City business will be prohibited if the employee is not authorized to drive a City vehicle or if the employee does not have personal insurance coverage.
• Some positions will require the performance of other essential and marginal functions depending upon work assignment, location, or shift.

ACCEPTABLE EXPERIENCE AND TRAINING:
One year of experience in meeting the public and performing varied office and clerical tasks supplemented by courses in bookkeeping, and demonstrated typing skills. Other combinations of experience and education which meet the minimum requirements may be substituted.