CUSTOMER SERVICE REPRESENTATIVE III - PLANNING in Manchester

Performs a variety of high-level clerical and information dissemination services for employees and visitors within City government; performs directly related work as required.

Distinguishing Features of the Class: The principal function of an employee in this class is to serve as a central communication point throughout the City or within one Department dealing with a wider range of issues. The work is performed under the supervision and direction of an assigned supervisor but considerable leeway is granted for the exercise of independent judgement and initiative. Supervision may be exercised over other office personnel. This class is distinguished from the class of Customer Service Representative II due to the larger scope of responsibilities associated with a diversity of functions. The nature of the work performed requires that an employee in this class establish and maintain effective working relationships with other City employees, business and community organizations, and the public. The principal duties of this class are performed in a general office environment.

Examples of Essential Work:

• Answers department telephone calls and radio communications, receives and greets visitors to the department, and provides information to callers and visitors or refers callers and visitors to other appropriate departments or City personnel;
• Answers customer questions requiring detailed programmatic knowledge of Departmental operations;
• Greets visitors to the city, answers programmatic questions, distributes literature on local government activities and/or refers individuals to designated City personnel, other City departments, or outside agencies as necessary;
• Develops and maintains thorough understanding of departmental organization and operations in order to independently provide service to the public and complete complex and/or specialized tasks, which may include Zoning, Planning, Code Enforcement, and similar processes;
• Schedules appointments, reservations, and other calendar items;
• Supervises, trains, evaluates, and coordinates the work of other designated office personnel;
• Follows up on complaints from customers involving processing of complaints and gathering information from several Departmental and/or intra-Department sources;
• Compiles and archives key information on Department and/or City operations as necessary;
• Prepares correspondence, lists, and other documents on computer;
• Gathers, assembles, updates, distributes, creates, and/or files a variety of information, forms, records, and data as requested;
• Receives cash, checks, and credit card payments for designated items, makes appropriate change, and reconciles cash drawers;
• Processes applications, permits, licenses, or related documents, including bonds and certificates of insurance, and schedules inspections as necessary;
• Dispatches information to key Departmental personnel as necessary;
• Distributes incoming mail to all appropriate City departments;
• Attends board meetings, takes notes and prepares minutes;
• Provides guidance and demonstrations to new employees in similar positions;
• Keeps supervisors informed of work progress, issues, and potential solutions;
• Attends meetings and training to stay current on relevant practices and developments;
• Responds to citizen inquiries courteously and promptly;
• Coordinates regularly with others to enhance interdepartmental efficiency;
• Performs additional duties as required by the classification.

Required Knowledge, Skills and Abilities:

• Thorough knowledge of current practices and procedures involved in customer service delivery;
• Thorough knowledge of modern office procedures, practices, and equipment;
• Thorough knowledge of modern office filing systems and procedures;
• Thorough knowledge of the function of services within the public sector, preferably within a municipality;
• Ability to deal with a wide range of persons, including situations in which individuals may be upset over some issue involved with City activities and policies;
• Ability to quickly learn the core area of knowledge of Departmental operations;
• Ability to train, supervise, and evaluate the work of others;
• Ability to communicate effectively with others, both orally and in writing, using both technical and non-technical language;
• Ability to understand and follow oral and/or written policies, procedures, and instructions;
• Ability to prepare and present accurate and reliable reports containing findings and recommendations;
• Ability to operate a personal computer using standard or customized software applications appropriate to assigned tasks;
• Ability to use logical and creative thought processes to develop solutions according to written specifications and/or oral instructions;
• Ability to perform a wide variety of duties and responsibilities with accuracy and speed under the pressure of time-sensitive deadlines;
• Ability and willingness to quickly learn and put to use new skills and knowledge brought about by rapidly changing information and/or technology;
• Integrity, ingenuity, and inventiveness in the performance of assigned tasks.

Acceptable Experience and Training:

• Graduation from High School or possession of a GED;
• Three to five years of experience in general office operations;
• Any equivalent combination of experience and training which provides the knowledge, skills, and abilities necessary to perform the work.

Required Special Qualifications: None.

Essential Physical Abilities:

• Sufficient clarity of speech and hearing or other communication capabilities, with or without reasonable accommodation, which permits the employee to communicate effectively;
• Sufficient vision or other powers of observation, with or without reasonable accommodation, which permits the employee to review a wide variety of materials in electronic or hardcopy formats;
• Sufficient manual dexterity, with or without reasonable accommodation, which permits the employee to operate a personal computer, telephone and related equipment;
• Sufficient personal mobility and physical reflexes, with or without reasonable accommodation, which permits the employee to turn, reach and grasp repetitively;
• Sufficient strength and endurance, with or without reasonable accommodation to lift, carry and move objects, through a full range of motion, up to 10 pounds occasionally, 5 pounds frequently and 2 pounds consistently;
• Sufficient personal mobility and physical reflexes, with or without reasonable accommodation, which permits the employee to function within the general office environment.