Customer Service Representative

Performs administrative support work greeting customers, answering telephones, distributing mail, handling cash, performing information requests, performing data entry and database maintenance, performing other clerical and administrative work as needed, and related work as apparent or assigned. Work is performed under the moderate supervision of the assigned supervisor.

ESSENTIAL FUNCTIONS/TYPICAL TASKS:

• Acts as receptionist; greets visitors; answers telephone; retrieves voicemails; receives inquiries, complaints, and service requests and resolves them within the framework of established policies and procedures or forwards them to appropriate party for disposition; assists the public with the completion of standardized forms or documents; reviews completed forms and documents for accuracy.
• Maintains records and files; gathers and organizes data; performs data entry and maintains database; prepares reports as needed.
• Receives, sorts, processes, and distributes incoming and outgoing mail.
• Assists in the management of front office schedule; prepares schedules and calendars; reschedules assignments or meetings as needed; assists with special event coordination.
• Handles cash and processes credit card payments.

KNOWLEDGE, SKILLS AND ABILITIES:

General knowledge of standard office practices, procedures, equipment and office support techniques; thorough knowledge of business English, spelling and arithmetic; general knowledge of departmental operations and services. Use of Microsoft Office products to include Word and Excel. Skill in the operation of standard office and computer equipment; excellent customer service skills. Ability to make arithmetic calculations and maintain accurate files and records; ability to follow oral and written instructions; ability to type at a reasonable rate of speed; ability to establish and maintain effective working relationships with associates, other departments, and the general public. Ability to multi-task.

EDUCATION AND EXPERIENCE:

High school diploma or GED and minimal experience in office support, cash handling, and customer service, or equivalent combination of education and experience.

PHYSICAL REQUIREMENTS:

This work is sedentary and requires little to no exertion of force; work regularly requires sitting and occasionally requires standing and walking; work has standard vision requirements; vocal communication is required for expressing or exchanging ideas by means of the spoken word; hearing is required to perceive information at normal spoken word levels; work requires preparing and analyzing written or computer data and operating motor vehicles or equipment; work has no exposure to environmental conditions; work is generally in a moderately noisy location (e.g. business office, light traffic).

SPECIAL REQUIREMENTS:

Valid driver's license in the State of Ohio.

The City of Shaker Heights does not hire individuals who use or test positive for tobacco or nicotine products. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential tasks. Please file application with the Human Resources Department, 3400 Lee Road, Shaker Heights, Oh 44120. E-mail: human.resources@shakerheightsoh.gov

EOE