Customer Service Representative - DPW

Position Purpose:

At the direction of the Director of Public Works and under the supervision of the Operations Manager, the City’s Customer Service Representative assists the residents, business owners and visitors of Amesbury with public works related inquiries and services.

Essential Duties and Responsibilities:

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

• Answer and direct phone calls, walk-ins and emails relative to the City’s Public Works Divisions- Highway, Water and Wastewater. Inquires may include but are not limited to plowing, road conditions, street signs, parks and facilities, water and sewer issues, etc. At times, it will be necessary to redirect inquiries and concerns to other city departments;
• Work as part of a team collaborating with colleagues across departments to resolve constituent issues while providing excellent customer service;
• Provide information regarding trash and recycling rules/regulations, including distributing recycling bins to new residents;
• Daily monitoring of online platform SeeClickFix to inform and assign appropriate employees to address public works requests and concerns;
• Responsible for replying to all requests and concerns in a timely manner;
• Receive and log department inquiries and tasks and distribute work orders under the Operations Manager’s supervision, ensuring resolution in a timely manner; Sell bulk goods, white goods, and compost stickers and provide information to the public about all program rules and regulations;
• Order bulk goods, white goods, and compost stickers as needed and update the required forms for all three programs.
• Compile deposits for monies collected for the bulk item, white goods, and compost stickers. Balance all money for each category of sticker, gather all pertinent back-up for each category, and provide to Administrative Assistant for deposit.

Minimum Qualifications:

• Position requires a High School diploma or equivalent.
• Customer service experience preferred.
• Working and serving the public in a professional and pleasant manner.
• Proficient in Microsoft 365 with the ability to learn web-based platforms.
• Self-motivated and self-directed with the ability to prioritize duties and work with others.
• Effective oral, electronic and written communication skills.

Required Skills and Qualities:

• Proficient in use of Microsoft Office, and other standard office equipment.
• Clear, effective and persuasive communications skills, both orally and in writing.
• Tact, diplomacy and discretion when dealing with the public.
• Must have excellent time management and multitasking skills.
• Problem solving skills and a high level of patience.

Work Environment and 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 position's essential functions. This position is generally sedentary. Employees must be able to remain in a stationary position 50% of the time. This position requires the employee to communicate, detect, converse with, discern, express oneself, exchange information. The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations. This position requires the employee to detect, determine, perceive, identify, recognize, judge, observe, inspect, estimate and assess. The ability to observe details at close range within a few feet of the observer. This employee frequently moves boxes up to 20 pounds across office areas for various needs, including having to lift, carry, push, pull, or otherwise move objects. This position is primarily conducted indoors.

• 35-hour work week Monday – Friday, 7am to 3pm.
• Non-Exempt
• Union: OPEIU

The City of Amesbury is an Equal Opportunity Employer. The City of Amesbury does not discriminate in hiring or employment on the basis of race, color, religion, sex, sexual orientation, gender identity and expression, age, genetic information, national origin, ancestry, disability, veteran status or membership in the armed services, marital status or any other protected category under federal or state law.

Miscellaneous Information To apply, please email a cover letter and resume to: Christine Caminero, Human Resources Director, City of Amesbury camineroc@amesburyma.gov to remain posted until filled.