Customer Service Representative

City of Lubbock; Lubbock (TX); On-site; USD 21,000 - 30,000; Full time

Job summary

City of Lubbock is seeking a front-line service representative to assist citizens in person or by phone, process service requests, collect payments, and provide accurate information. You will greet customers, determine needs, obtain necessary details, and prepare service orders.

You will also manage records on a computer, answer multi-line calls, route dispatches, schedule intake appointments, and support programs including animal adoption efforts.

Qualifications

• High school diploma or equivalent with 1 year clerical or customer service experience.
• Ability to handle payments accurately and follow procedures.
• Knowledge of basic office procedures and city policies.

Responsibilities

• Interact with citizens in person or by telephone to process service requests.
• Greet citizens and ascertain the nature of the request or service need.
• Obtain necessary information to process requests or resolve problems.
• Prepare service orders or paperwork to fulfill requests.
• Accept payments and maintain receipts.
• Provide information and explain policies and procedures.
• Prepare and maintain records using computer or other office equipment.
• Answer multi-line telephones and route calls to dispatch by approved method.
• Schedule intake appointments and promote LAS programs.
• Promote animals available for adoption, foster, transfer, overnights, and doggy day out.
• Process daily receipts and reports for reconciliation.
• Perform related duties as required.

Skills

Customer service

Telephone etiquette

Interpersonal skills

Data entry

Office procedures

Education

High school diploma

Tools

Personal computer

Job description

Interacts with citizens in person or by telephone to process service requests, accept payments, provide information, or resolve problems.

• Greet citizens in person or by telephone; ascertain the nature of the citizen's request, problem, or service need;
• Obtain necessary information to process service request or resolve problem;
• Prepare service order or other paperwork fulfill citizen’s request for service;
• Accept payments and maintain receipts;
• Provide information to citizens; explain policies and procedures;
• Prepare and maintain records using computer or other office equipment;
• Answer multi-line telephone and route calls; transfer field requests for service to dispatch by approved method;
• Schedule intake appointments;
• Promote programs LAS offers;
• Promote animals available for adoption, foster, transfer, overnights, and doggy day out.
• Process daily receipts and reports for reconciliation;
• Perform related duties as required.

Completion of a high school diploma or the equivalent with an additional one year of clerical or customer service experience; or any combination of relevant education and experience which provides the following:

Physical exam required

Knowledge of:

• Customer service techniques, basic office procedures;
• State laws and city ordinances.

Ability to:

• Deal effectively with others in a courteous manner;
• Keep calm and professional in all situations;
• Prepare and maintain accurate records; prepare records for monthly storage;
• Speak in a clear, concise, and professionalmanner;
• Interpret state and local laws; educate the public on animal related issues;
• Operate a variety of office equipment;
• Apply and calculate various fees;
• Operate a personal computer.

Physical Requirements:

• Frequently stand and walk.
• Frequently flex upper trunk forward;
• Frequently lift up to 50 pounds;
• Occasionally carry up to 50 pounds;
• Frequently push and pull objects;
• Frequently flex upper trunk forward, partial flexing of knees;
• Frequently flex upper trunk forward while sitting or standing;
• Frequently reach above, at, or below shoulder height;
• Continuously talk, see, and hear.