Listing Summary

This opportunity is open until filled.

Customer Service Representative

Job Summary: The Customer Service Representatives (or CSRs) for the City of Palmetto are critical to meeting the needs of the public and to presenting a quality level of service to customers. These individuals are our first point of service for utility billing, utility account set up, permits, sanitation, event space rental, special events, cemetery participants, and all other broad questions, concerns, and answers for the public that we serve. Another important responsibility of the Customer Service Representative is that they serve as the first impression for the Offices of the Mayor, the City Administrator, and the City Clerk.

The City of Palmetto staffs four Customer Service Representations – two in the foreground of the Customer Service Campus, two in the background of the campus. Individuals who are positioned in the foreground specialize in greeting customers, opening and logging mail, taking payments, and answering the phones. Individuals positioned in the background specialize in Utility Billing and Permits and Licenses as well as taking payments and answering the phones. Each CRS is cross trained to ensure Palmetto’s customers are always served with excellence.

The first job at every position is to answer the phones.

Major Duties:

• Answer phone calls as they come into City Hall; and
• Take detailed messages in the message journals and/or software provided to provide quality information for the correct department; and
• Greet customers that enter City Hall to triage their needs and to help direct them appropriately; and
• Check voice mails daily and return all messages within 24 hours if possible; and

• Take payments for utilities, rental spaces, permits, open records requests, zoning applications, cemetery services, temporary meters, and a variety of other fees related to administrative functions; and
• Posts payments in the appropriate manner to customer accounts; and
• Establish new accounts for utilities and run appropriate credit reports for deposits; and
• Contacts sanitation company to add new customers, to request garbage cans and recycling bins and to report any concerns; and
• Mitigates troubled customers with their utility billing concerns; and
• Assists customers in connecting with appropriate departments; and  
• Enters work orders into the system, prints them out, follows up to make sure they were overseen by the appropriate department; and  
• Works with appropriate department for special services events; and
• Execute rental space agreements in accordance with all rules and policies, including collecting complete information and distributing the information to the appropriate employees; and
• Assists with managing vendors and participants for special events; and
• Works as needed for City events; and
• Responsible for the funds and transactions of their cash drawer and is responsible for balancing their drawer every day in preparation for the Finance Department; and
• Processes customers with cemetery related requests and concerns; and
• Sorts through and delivers mail in accordance with policies and procedures; and
• Refills postage machine when needed; and
• Applies postage on mail as needed and sends certified mail when required; and
• Issues receipts through the Cash Drawer interface and, when appropriate, records miscellaneous receipts in the receipt book; and
• Notarizes documents for customers; and
• Maintains presence at the front desk and does not wander away from the workstation too often; and
• Keeps their work area orderly so as not to disrupt the flow of work; and
• Participates in keeping the City Hall work area orderly (lobby, conference room, entrance, copier, vault, etc.)
• Unlocks and locks the front door at the beginning and ending of shift; and
• Cleans up in the kitchen and may from time to time have to remove garbage recycling from city hall; and
• Waters plants on site; and
• Contacts vendors or services when attention is needed in City Hall (copier, postage machine, alarm, credit card machines, etc.)
• Participates in relevant training as directed by Department Head; and
• Participates in weekend training when required; and
• Works to deliver accurate and professional information in a timely manner; and
• Records and totals time sheets for approval by department head; and
• Performs related work as required.

Knowledge Required by the Position:

• Knowledge of modern office practices, methods, equipment, and procedures; and

• Knowledge of Palmetto policies and procedures; and
• Ability to earn and maintain Notary Certification; and
• Ability to multitask in a demanding environment without communicating stress or irritation with the customers; and
• Skill in the operation of modern office equipment and computer software; and
• Ability to understand complex utility issues to communicate effectively with the public; and
• Ability to write in a manner that is legible; and

• Ability to operate the department's equipment in a safe and efficient manner; and

• Ability to understand and follow oral and written instructions; and
• Ability to communicate clearly and effectively, orally and in writing; and
• Ability to establish and maintain effective working relationships with City employees, City officials and the public.

 

Supervisory Controls: Work is performed under the general supervision of the City Clerk and is reviewed through evaluation of the efficiency and effectiveness of the functions of City Hall’s Customer Service campus and all functions of permits and licenses.

Hours: Most work hours will be between 8am and 5pm, but occasionally for training or city events, there may be a requirement to work a weeknight and/or a Saturday. Balancing the cash drawer is a daily requirement and may extend hours depending on the customer volume and number of transactions. If City Hall hours shift to accommodate customers, these hours may change accordingly.

                

Guidelines:  Guidelines include any direction that comes from the City Clerk, City Administrator, departmental policies and procedures, the City Charter, Code of Ordinances, personnel policies and procedures, best practices in the permits and licenses field, county, state, and federal guidelines and laws, and the State of Georgia Ethics Code.

Intelligence and complexity: Requires the ability to learn and understand relatively complex principles and techniques; to make independent judgments in absence of supervision; to acquire knowledge of topics related to primary occupation.

Scope and Effect: The purpose of this position is to serve as Palmetto’s first and most lasting impression for the public. The individual in this position must dress and behave in a professional manner and will address and engage with the public in a way that promotes excellence in customer service. Permits and licenses are crucial to the operation of the business of City Hall and how City Hall promotes and supports development, growth, and economic prosperity.

Verbal Aptitude: Requires the ability to record and deliver information, to explain procedures, to follow verbal and written instructions.

Personal Contacts: Contacts are typically with the City Clerk, City Administrator, and the Mayor and Council as well as co-workers from all departments, City Attorney, community and state partners, and the public.

Physical Demands: The work is typically performed with the employee standing for extended periods of time, sitting at a desk, and walking around the office. This individual may have to lift boxes, move chairs from one room to the next, carry a drawer filled with cash, and other small tasks as required.

Supervisory and Management Responsibilities: There are no supervisory or management responsibilities.

Minimum Qualifications:

High School Graduation, ability to answer phones, speak clearly, write legible messages, maintain a balanced and cool temperament, work in a demanding environment that requires one to respond to multiple customers at once.

Preferred Qualifications:

Communicates in Spanish