Customer Service Technician - Road Maintenance - Public Works Department

Open Until Filled

This class provides technical assistance and information to customers with specific problems or questions either in person or by telephone. Employees of positions of this class respond to telephone inquiries and then are assigned to the lobby center assisting walk-in customers. As many times the first point of contact, the work requires extreme tact and courtesy in handling customer's inquiries and independent judgement is required in arriving at moderately complex decisions within established policies and procedures.

EXAMPLES OF DUTIES

Assist all walk-in customers and answer all incoming phone calls, listening closely to customer's inquiries and asking appropriate questions to direct or assist them to the appropriate department, office, or individual

Performs various general clerical duties

Maintains records and files

Performs other duties as assigned

TYPICAL QUALFICIATIONS

Minimum Qualification Requirements:

Training and Experience:

High School Diploma or equivalent (G.E.D.), typing speed of 35 wpm without errors, and three years of clerical experience in an office setting, one year of which must have involved direct customer contact providing assistance and guidance; or, a combination of education and experience equivalent to these requirements.

Knowledge, Skills, Abilities, and Other Characteristics (KSAOs):

customer service principles

keyboarding techniques

modern office procedures, methods, and equipment

basic filing and recordkeeping principles

English language, grammar, and punctuation

geographic layout of County

applicable County, State, and Federal laws

office policies, procedures, and requirements

basic math and reading

using a computer and related software applications

providing customer service

utilizing modern office equipment

maintaining files

keyboarding

communication and interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction

perform routine mathematical calculations

handle multiple tasks simultaneously

SUPPLEMENTAL INFORMATION

County-wide Employee Responsibilities:

All Escambia County BCC employees must serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Escambia County BCC's Employee Code of Ethics, gift, and conflict of interest policies.

All Escambia County BCC employees must establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds, regardless of race, color, religion, sex, national origin, age, disability, marital status, political affiliation, familial status, sexual orientation, pregnancy, or gender identity and expression.

Emergency Management Responsibilities:

During emergency conditions, the incumbent of this position will automatically be considered an emergency service worker. This employee is subject to being called to work in the event of a disaster, such as a hurricane or other emergency situation, and is expected to perform emergency service duties, as assigned.

Physical Requirements:

Positions in this class typically require: reaching, standing, walking, lifting, grasping, talking, hearing, seeing, finger and hand dexterity, and repetitive motions.

Light Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work.

Benefits/Compensation Package:

• Medical / Dental / Vision plans
• Prescription coverage
• Employee health clinic
• Employee fitness centers
• Employer-sponsored retirement plan or an investment plan
• Deferred Compensation Plan
• Flexible Spending Account(s)
• Employee Assistance Program
• Annual/Sick Leave or Paid Time Off (PTO)
• Group Life Insurance