Customer Service Specialist

Job Description:

Customer Service Specialist

Description

Description

YOUR FUTURE STARTS HERE !

Grow your career by joining the Parks, Recreation & Libraries team

in the role of Customer Service Specialist.

The Human Resources Department is accepting applications for the temporary and part-time position of Customer Service Specialist in the Parks, Recreation & Libraries Department.

DEFINITION

To perform a variety of duties related to the overall supervision and operations of a recreation facility or major program including customer service and administrative duties; and to provide other support duties as assigned .

Examples of Duties

Duties may include, but are not limited to, the following:

• Serve as first line of contact to external customers via telephone or in person ; refer customer s to appropriate staff and/or provide a variety of general information regarding City functions and services ; and explain department operating policies and procedures .
  

• Develop, maintain and archive a variety of files and records .
  

• Assist the public with reserving and renting City facilities; register customers for classes, programs and tours ; may participate in tours as required .
  

• Respond to letters and routine correspondence.
  

• Receive and process payments for a variety of services; handle cash; prepare deposits.
  

• Receive, review and process invoices, payment requests; track costs, ensuring proper coding; researches and resolves errors in orders received and invoices; prepare an d process purchase requisitions.
  

• Prepare, compile, tabulate and maintain data including databases, various documents and statistical and operational reports and records.
  

• Review payroll for assigned department; identify and resolve discrepancies; research and respond to questions from staff regarding payroll.
  

• Track and register staff for training classes as needed.
  

• I ssue , receive, type and process various applications, per mits and other forms; apply departmental policies and procedures in determining completeness of applications ; calculate fees.
  

• Oversee the safe and proper operation of assigned facility and activities in the facility ; ensure facility rules and safety guidelines are followed; maintain order with disruptive patrons and exercise crowd control when warranted ; refer escalated issues to assigned supervisor or proper authorities. ; render first aid and CPR, if certified, as required .
  

• Complete written reports and records as required , organize and monitor equipment inventory or assigned facility.
  

• Know, understand and communicate department programs and services.
  

• Answer questions and provide information to the public; investigate complaints and recommend corrective action as necessary to resolve complaints.
  

• Identify and report any maintenance required on assigned facilities, equipment or materials.
  

• Oversee daily operations and events held at assigned facility, ensure cleanliness of restrooms and public areas; identify and report maintenance conditions affecting facility operation , equipment, materials and security.
  

• Build and maintain positive working relationships with co-workers, other City employees and the public using principles of good customer service.
  

• Perform related work as required .
  

Minimum Qualifications

Knowledge of:

• Modern office equipment and procedures including use of a variety of software applications.
• Customer service principles and public relations techniques.
• English usage, spelling, grammar and punctuation.
• Business letter writing and report preparation.
• Basic accounting principles; financial record keeping and reporting.

Ability to:

• Learn pertinent local State and Federal laws, codes, ordinances, City functions, policies, rules and regulations.
• Independently perform administrative and customer service duties in support of assigned department or program.
• On a continuous basis, know and understand all aspects of the job; intermittently analyze work papers, reports and special projects; identify and interpret technical and numerical information; observe and problem solve operational and technical policy and procedures.
• On a continuous basis, sit at desk for long periods of time; intermittently twist to reach equipment surrounding desk; perform simple grasping and fine manipulation; use telephone, and write or use a keyboard to communicate through written means; intermittently set up booths, hang banners, move tables, chairs and carry supplies; and lift or carry weight of 45 pounds or less.
• Research, respond to and assist in the resolution of inquiries and complaints.
• Develop and maintain filing systems.
• Prepare correspondence, letters, memorandums and take meeting minutes.
• Prepare routine financial and operational reports.
• Use a personal computer and a variety of software applications.
• Plan and organize workload.
• Establish and maintain effective working relationships with those contacted in the course of work.
• Communicate clearly and concisely, both orally and in writing.
• Accurately calculate fees and handle money.
• Use independent judgement and personal initiative.
• Know, understand, interpret and explain department and program policies and procedures.

Experience and Training
Experience:
One season of experience in a position assisting in recreation facilities, recreation programs, customer service or a related field is desirable.

AND

Training:
Equivalent to completion of the twelfth (12th) grade, GED, or higher level degree.

License or Certificate
Possession of a valid California driver’s license by date of appointment.

Supplemental Information

Detailed information on the City of Roseville recruitment practices can be reviewed on the Frequently Asked Questions page.

The City of Roseville defines “accredited college or university” as an institution of higher learning and must be listed on the United States Department of Education Database of Accredited Post-Secondary Institutions and Programs website http://ope.ed.gov/accreditation .

Credits earned from colleges, universities, and institutions listed as accredited institutions on this website will be considered as part of the educational component of the minimum qualifications for a classification.

The following options apply to the evaluation of college degrees from countries outside the United States:

• Educational background from a foreign country may be evaluated by an accredited United States college or university listed on the U.S. Department of Education Database of Accredited Post-Secondary Institutions and Programs website.
  
• Verification of degree equivalency may be obtained from organizations that provide foreign education credential evaluation services. The City of Roseville will accept verification from any of the listed member agencies found at www.naces.org or www.aice-eval.org .
  
• A copy of the foreign credential evaluation verification can be attached to the employment application.
  
• If you are offered a position with the City of Roseville, as a part of the pre-employment steps, applicants must provide a foreign degree credential equivalency certificate from an approved member agency above. Applicants who do not provide verification will be eliminated from further consideration.
  
  

SELECTION PROCESS

All candidates meeting the minimum qualifications will have their application scored in a Formula Rate Examination. The applicant’s experience and education will be evaluated using a pre-determined formula. Scores from this evaluation will determine applicant ranking and placement on the Employment List. Supplemental questions will be utilized by the department hiring authority to make interview and selection determinations.

Final appointment is contingent upon a check of past employment references, passing a City-paid fingerprint check, and depending on the position applied for, a pre-employment medical exam, drug and alcohol screening test, credit check, license and/or education verification, psychological examination, and/or an extensive Police Department background check process.

THE CITY OF ROSEVILLE IS AN EQUAL-OPPORTUNITY EMPLOYER. IF YOU REQUIRE AN ACCOMMODATION DUE TO A DISABILITY, PLEASE CONTACT THE HUMAN RESOURCES DEPARTMENT AT LEAST 5 WORKING DAYS BEFORE A SCHEDULED INTERVIEW/EXAMINATION PROCESS. MEDICAL DISABILITY VERIFICATION MAY BE REQUIRED PRIOR TO ACCOMMODATION.

EMPLOYEE BENEFITS:
The City of Roseville offers competitive benefits packages to full-time employees. Regular part-time employees receive benefits on a pro-rated basis. For more information regarding the City's benefits, visit our website here . Benefits currently include:

• Health, dental, and vision insurance benefits
• Cafeteria plan, plus City paid Flex credit
• Life insurance (City paid and optional supplemental employee paid)
• Flexible spending accounts for dependent and health/medical costs
• Employee assistance plan
• Retirement savings plan
• Deferred compensation plan(s)
• Short-term and Long-term Disability employee paid plans
• Educational reimbursement
• Vacation leave, sick leave, personal/management leaves
• Holiday pay (plus two floating holidays annually)
• Bilingual pay
• Longevity pay

GENERAL BENEFITS:
A majority of the employee benefits are similar for all City employees. There are benefits that differ depending on which bargaining unit the job classification is assigned. Exact benefits information can be found by visiting the Benefits webpage and selecting the specific bargaining unit group.

TEMPORARY POSITIONS:
Most benefits do not apply to the City's temporary positions. Temporary employees that work 1,500 hours annually may elect medical insurance. Temporary employees contribute to a retirement plan depending on the status of total hours worked annually.

Closing Date/Time: Continuous

Salary:

$17.50 - $22.17 Hourly