Customer Service Representative

Job Title

Under general supervision provides customer services for the general public; enters and retrieves data in automated records management systems; provides information within scope of authority; performs basic office clerical and administrative support functions for City staff.

Essential Job Functions

• Support the relationship between the City of Mercer Island and the constituent population by demonstrating courteous and cooperative behavior when interacting with clients, visitors, and City staff; promote City goals and priorities in compliance with all policies and procedures.
• Provide customer service, information and assistance to visitors and others having business with the City; respond to requests for information; assist customers with requests, applications, government forms, and other documents; resolves problems within scope of authority.
• Answer incoming telephone calls and directs the caller to the correct staff member or work group or takes and relays messages as appropriate.
• Respond to emails and/or direct customers to the information or correct staff member.
• Receive records and applications, verify information, and enter data into City computer systems.
• Update and maintain statistical information, databases, reports, and related documents.
• Become proficient in multiple business systems (Cityworks, TrakIt, QAlert, Enhance, PerfectMind, etc.) to assist customers.
• Assist with processing payments for utility bills, court payments, and/or permits as needed.
• Assist with stamping and processing outgoing mail; backup Utility Billing for sorting and distributing incoming mail.
• Assist with ordering office supplies for City Hall and managing organization of work room.
• Assist with ordering toner supplies and managing service needs for copiers.
• Assist with ordering and managing City Hall coffee supplies and equipment.
• Perform basic clerical and administrative duties as needed.
• Receive and send information to and from other City departments, agencies, and jurisdictions.
• Maintain and enforce confidentiality of work-related issues, client records and City information; monitors staff compliance to security procedures and privacy laws, policies, and guidelines; performs related duties as required or assigned.

Qualification Requirements

Education and Experience

• High school diploma or GED equivalent; AND one (1) year of clerical support and customer service experience, preferably in a public sector work environment; OR an equivalent combination of education, training, and experience.

Knowledge, Skills and Abilities

• Operating basic office equipment.
• Microsoft Office products.
• Entering information into a computer system with speed and accuracy.
• Establishing and maintaining effective working relationships.
• Providing effective customer service and dealing tactfully and courteously with the public.
• Closely following verbal and written instructions and procedures.
• Maintaining accurate records.
• Communicating effectively verbally and in writing.
• Interpersonal skills using tact, patience, courtesy, and empathy.
• City policies and procedures.
• Applicable State and Federal rules, codes, and regulations.
• Customer service principles and methods.

Working Conditions & Physical Abilities

Most work is performed in office setting with prolonged sitting and/or standing, and with occasional lifting of 10-20 lb. Hand-eye coordination and fine manipulation skills are necessary to operate computers and various office machinery. The environment is sometimes stressful in trying to meet customer needs and/or perform work with interruptions. Ability to hear and speak clearly both in person and on the telephone are necessary. This role is responsible for opening/closing the City Hall building and interfacing with the public in a professional, timely manner; therefore, punctuality is expected.