Customer Service Representative

Objective \& Relationships

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CITY OF JANESVILLE DIVERSITY STATEMENT:

The residents of Janesville choose this community, not just as a place to live, but as a place to realize life’s opportunities. We strive to sustain a community culture where differences are recognized, understood, and appreciated. As such, the City of Janesville recognizes the importance of developing an environment where diversity is not merely accepted but embraced and celebrated. As public servants, we believe everyone has the right to be treated with dignity and respect. To this end, we will diligently recruit and retain the most talented employees in an environment that fosters maximizing one’s potential. Therefore, we encourage individuals from all backgrounds, perspectives, and experiences to consider employment with the City of Janesville and serve the residents of “Wisconsin’s Park Place”.

OBJECTIVE:

Under the general supervision of the Water Utility Superintendent, this position performs a variety of customer service and clerical duties necessary for the efficient operation of the Customer Service work group of the Water Utility. The Customer Service Representative provides Water division customers with accurate information and resources and will assist with Water division work scheduling and data entry.

RELATIONSHIPS:

Reports to: Water Utility Superintendent

Has regular work contact with Department, Division, and Office Heads, City employees, vendors, suppliers, contractors, developers, third\-party administrators, community groups, business community,other governmental agencies. and the general public.

Supervises: None

Essential Duties

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ESSENTIAL DUTIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. This list is illustrative only and is not a comprehensive listing of all functions and duties performed by the incumbent. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Promotes good customer service by effectively communicating with customers; greets internal and external customers in person and by telephone; refers customers to the appropriate person or department; provides basic Division information, flyers, and brochures to visitors; handles inquiries and requests in a timely manner.
• Contact customers for service appointments by telephone or mail. Prepares daily work schedule and service orders for customer appointments.
• Responds to citizen water meter or usage inquiries, issues, and other basic operational matters or refers the issues to the proper personnel for response. Updates meter maintenance information and change customer account information as needed.
• Responds to water and sewer emergencies by referring to the appropriate work crew.
• Maintains job order follow\-up and correspondence. Records and files completed job orders
• Tracks and records Utility fee for Diggers Hotline Services.
• Manages Fire Hydrant meter program.
• Provides coverage for Administrative Assistant as needed.
• Performs related office duties, including photocopying and filing material, sorting materials, preparing mailings, scheduling meetings, ordering, receiving, and disbursing general office supplies and materials.
• Follows all safety regulations, policies, and procedures; reports all unsafe conditions and acts to supervisor; reports all accidents to the supervisor immediately whenever possible; follows recognized safe work practices.
• Performs other special projects and other job duties as assigned or required during regular and non\-business hours.
• All employees may be assigned by the City Manager or their designee to perform duties and assume responsibilities that are outside the scope of their work duties when the City Manager has declared a City disaster or the City Emergency Operations Center has been initiated.

Minimum Position Requirements/Qualifications

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MINIMUM EDUCATION AND PRIOR EXPERIENCE

The requirements listed below are necessary to perform the essential duties of the position.

• High School diploma or equivalent.
• A minimum of two (2\) years of experience in office support, administrative support, or professional clerical experience with customer service is required.
• Access to personal or public transportation for job\-related duties.

*A combination of equivalent experience and/or education as determined by the Human Resources Office may be considered in lieu of minimum requirements.*

COMPETENCIES

For successful performance in this position, the incumbent must demonstrate the following knowledge, skills, abilities, and behaviors.

Knowledge:

• General knowledge of office support procedures, practices, and equipment.
• General knowledge of the City of Janesville geography and location of the City utilities.
• General knowledge of records management, report preparation, and filing methods.
• General knowledge of departmental policies, procedures, rules, and regulations.

Skills:

• Accurate record\-keeping and data\-reporting skills to prepare and present standard reports.
• Organizational and time management skills to prioritize duties and accomplish a high volume of work product while adapting to constant changes in priority.
• Exceptional communication skills, both verbally and in writing, paired with a strong customer service background, and effective interpersonal skills.
• Collaboration skills to effectively work with others to achieve common goals through communication, teamwork, and problem\-solving.
• Skill in learning and adapting to new software (Govern, Fleet, Laserfiche, New World, Ukg) and office procedures.

Abilities:

• Ability to compose routine correspondence and routine reports in a clear, concise, logical, and effective manner, utilizing proper grammar, spelling, punctuation, sentence structure, and tone.
• Ability to communicate effectively, both in verbal and written form, and to follow verbal and written instructions with minimum supervision.
• Ability to address customer questions or concerns in a helpful, courteous, and timely manner.
• Ability to comprehend and interpret state statutes, city ordinances, and department policies and procedures.
• Ability to perform basic mathematical calculations, including the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals, and compute percentages.
• Ability to maintain files in a filing system, compile, assemble, and distribute information per set procedures.
• Ability to efficiently and effectively schedule and organize workload, maintain records, prepare reports, prioritize, and handle multiple tasks at the same time in a diversified and fast\-paced office environment.
• Ability to learn and apply new technology in order to effectively perform the functions of required tasks as needed.
• Ability to comply with all safety policies, practices, and procedures, and report all unsafe activities or conditions to supervisor.

Behaviors:

• Establish and maintain effective working relationships with Department, Division, and Office Heads, City employees, vendors, suppliers, contractors, developers, third\-party administrators, community groups, business community,other governmental agencies. and the general public
• Exhibit exceptional professionalism, tact, and decorum in all areas of work duties.
• Strong ethics base built upon integrity, honesty, initiative, and respect; maintain strict confidentiality.
• Interact positively with a diverse group of individuals and work effectively both as part of a team and independently.
• Embrace and actively promote an inclusive and equitable work environment.
• Conduct all business and working relationships in an accurate, fair, equitable and highly ethical manner.
• Work with the public in a fair and consistent manner, maintaining objectivity and excluding personal bias while performing job duties
• Reliable, timely, and proactive in the completion of duties, meeting deadlines and responding to inquiries.
• Work with others in a positive and supportive manner to solve problems, generate ideas, and accomplish division and City goals.

Supplemental Information

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EQUIPMENT, INSTRUMENTS, AND MACHINES:

Machinery and equipment, including personal computer, printer, telephones, copier, scanner, 10\-key calculator, Govern and GIS software, and other standardized or specialized office equipment.

WORKING CONDITIONS AND PHYSICAL FACTORS:

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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in an office environment. An individual in this position is frequently involved in sedentary work, which requires sitting for the majority of the time. This position occasionally walks, stands, stoops, kneels, crouches, crawls, and exerts up to 25 pounds of force by lifting, carrying, pushing or pulling objects. The employee is frequently required to see/observe, talk/speak, and listen/hear; use their hands to finger, handle, feel, or operate objects and equipment; repetitive arm, wrist, hand, and eye movements are included. There is frequent twisting, reaching, wrist turning, and grasping. The employee may be required to climb or balance.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Hand\-eye coordination is necessary to operate computers and various pieces of equipment. Employee is required to use cognitive ability to reason, analyze, and verbalize thoughts and ideas. Requires the ability to recognize and identify similarities or differences between characteristics of colors, shapes, and sounds associated with job\-related objects, materials or tasks.

The employee may, on occasion, be exposed to outside weather conditions, including extreme heat and extreme cold. The employee may work near moving mechanical parts in precarious places; and is occasionally exposed to wet and/or humid conditions, fumes, or airborne particles, toxic, or caustic chemicals, and vibration. The working conditions in the office environment are comfortable. The noise level in the office environment is generally quiet to moderately noisy. A regular, Monday – Friday, 8:00 AM – 4:00 PM, 40\-hour work schedule is required for this position DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position, or is responsive to the needs of the City of Janesville.

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

The City of Janesville, Wisconsin, is an Equal Employment Opportunity Employer. In compliance with the Americans with Disabilities Act, the City will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.