Customer Service Specialist (part - time)

Customer Service Specialist

Do you have excellent customer service skills, like working in a fast-paced environment and enjoy working with the public? The Sioux City Customer Service department is taking applications for the part-time Customer Service Specialist position to work in our Customer Service Center in City Hall.

This part-time position includes assisting our customers with everything from payments, setting up and terminating water utility accounts, and licensing, amongst other things. Candidates must be computer savvy and possess knowledge of Microsoft Word and Excel. Cash handling and customer service experience preferred. Bilingual (Spanish) is a plus.

Although this is not a full-time position, the position is eligible for our great pension plan through Iowa Public Employees' Retirement System (IPERS).

Workdays are Monday through Friday. Work hours are up to 28 hours a week. The Customer Service Center is open between 8:00AM and 5:00PM.

Our employees are required to reside within thirty (30) miles of the City of Sioux City, city limits which extends to the adjoining states of Iowa, Nebraska, and South Dakota.

If you have a passion for providing quality customer service to our citizens and are ready to join our great team at the City, apply now!

Duties

• Perform clerical functions involved with delivery and explanation of a wide variety of customer services, complaints, requests for information and related tasks.
• Review and adjust customer billings, receive and record payments, balance cash drawer and establish payment schedules for delinquent accounts.
• Process documents to connect and disconnect services.
• Initiate and process work orders to field personnel.
• Issue licenses, permits and receive various program registrations.
• Enter, retrieve and record data concerning activities and operations.
• Operate various office equipment including a P.C., copy machine, FAX, credit card terminal and digital camera.
• Maintain confidentiality of information as necessary.
• Interacts with customers via telephone, email, or in person to provide support and information on assigned tasks.
• Ensures that appropriate actions are taken to resolve customers problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate City staff.
• Establishes and maintains effective working relationships with officials, other agencies, fellow employees, and the general public.
• Maintains regular and punctual attendance and working hours.
• Expected to temporarily perform duties outside of normal classification in the event of a declared emergency. In the event that an employee is excused from work other than being sick, they will be required to report to work in a state of declared emergency.

Qualifications

Cognitive Demands, Skills and Abilities: A working knowledge of business math, interpersonal relations and the ability to use the English language effectively. Ability to exercise good judgement in making decisions in accordance with established policies and regulations, and to assist with the process and coordination of general office activities. The ability to listen to and understand information and ideas presented through spoken words and sentences. The ability to communicate information and ideas in speaking so others will understand. The ability to speak clearly so others can understand you. The ability to identify and understand the speech of another person. The ability to see details at close range (within a few feet of the observer).

Job Knowledge: Requires a thorough and complete knowledge of office equipment and procedures; advanced knowledge of computers and related software; some knowledge of the principles of bookkeeping, filing systems; ability to apply current office technology, resources and services to assist customers (external and internal). A working knowledge of City Ordinances and municipal government. Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Knowledge of administrative and office procedures and systems such as word processing, managing files and records.

Language Ability and Interpersonal Communication: Requires effective communication skills and the ability to provide effective and courteous assistance to customers (external and internal). Requires the ability to speak clearly, distinctly and effectively with fellow employees and the general public; read in English and compare similarities and differences between words and series of numbers; apply common sense understanding to the work process, procedures, programs and services; and to follow verbal and written instructions, bilingual is a plus.

Physical Requirements: Regular standing, walking, reaching, feeling, pushing, pulling and regularly lifts up to 10 pounds and occasionally lifts up to 30 pounds. Precise use of fingers, arms to enter data into a P.C. accurately and quickly; and the ability to see at a distance of 20" or less and hear within normal limits with or without corrective assistance.

Work Environment: Work is normally performed in a normal inside office environment with appropriate heating and cooling and is not subject to significant occupational or environmental hazards other than those normally associated with general public contact.

Minimum Required Qualifications

• Graduation from High School or GED
• Two (2) years work experience in an office involving public contact. or Any equivalent combination of experience and training which provides the required knowledge, skills and abilities.