DPW Customer Service Representative

DPW Customer Service Representative

FLSA: Non-exempt.

Summary: An incumbent in this position is responsible for support and basic accounting functions in the Department of Public Works.

Supervision

Supervision Received: Works under the supervision of the assigned department Director.

Supervision Given: No supervisory responsibilities.

Job Environment

• The environment in City Hall is one of a typical business office environment, with electro-mechanical computer- and telecommunications-related equipment; exposure to noise from shredders, printers, copiers, telephones, and other computer-related equipment.
• Operates PC-based computer system and other office equipment.
• Errors could result in the damage to or loss of information or money resulting in financial or legal consequences to the City.
• The noise level is usually medium.

Essential Functions

The essential functions or duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment of the position:

• Processing customer payments.
• Answering customer inquiries.
• Prepare and maintain a variety of statistical, bookkeeping, or relatively complex reports
• Gather information, record and summarize data, and inform supervisor of any unusual findings.
• Assist in the preparation of special records and reports.
• Organize, file and record information.
• Receiving and screening incoming calls and visitors, determining which priority matters are, and alerting the Director accordingly.
• Composing letters and memoranda in response to incoming mail or calls.
• Researching, compiling, assimilating, and preparing documents.
• Reading and screening incoming correspondence and reports, making preliminary assessment of the importance of materials, and organizing documents, handling some matters personally, and forwarding appropriate materials to other personnel.
• Preparing agendas and collecting materials for meetings, and conferences.

Typical Assignments

Administration
• Organize, file and record documents / items as assigned.
• Process invoices for payment.
• Create and maintain accounts payable and accounts receivable files for DPW.
• Process budget transfers

Communication
• Manage constituent inquiries and casework.
• Monitor DPW budget and inform Director of any concerns.

Qualifications

Education, Training, and Experience: High school diploma; four years of clerical support experience where use of a personal computer to prepare correspondence, reports, charts, etc., or to enter/retrieve/update information as an essential part of the work; two years' experience working with general public.

Knowledge, Ability, and Skill:

Knowledge:

• Familiarity with legislative, administrative, and judicial systems.
• Familiarity with the organizational structure and operations of the City.
• Some knowledge of employee policies and procedures.
• Basic knowledge of standard accounting practices.
• Familiarity with BS&A Software.

Ability:

• Ability to understand, speak, and write in the English language.
• Ability to read and interpret documents and write routine reports and correspondence.
• Ability to speak effectively before a group of persons.
• Ability to deal with customers who may become verbally combative in a telephone or personal situation.
• Ability to perform multiple tasks accurately and efficiently under time constraints.
• Ability to work both independently and cooperatively.
• Ability to exercise professional judgment and maintain confidentiality when necessary.
• Ability to apply the overall mission of a department to make executive support decisions.
• Ability to review several diverse reference sources and select and synthesize data for reports and other forms of correspondence.
• Ability to apply instructions and guidelines in the disposition of problems.
• Ability to follow complex instructions.
• Ability to type to meet standards in giving out information and referring callers.
• Ability to use diplomacy, discretion, and judgment in giving out information and referring callers.
• Ability to make decisions and take necessary actions.
• Ability to maintain composure during stressful situations.
• Ability to efficiently handle multiple tasks requiring a high degree of attention to detail.

Skills:

• Computer skills that encompass effective use of word processing, spreadsheet, email, and Internet browser software.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimal physical effort required to perform work under typical office conditions. While performing the duties of this job, the employee is regularly required to sit and stand; must regularly lift and or move items up to ten pounds, frequently lift items up to 25 pounds, and occasionally lift or move items up to 50 pounds; be able to clearly hear constituents when speaking in person or on the telephone. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer as the needs of the employer and requirements of the job change.