Customer Service Specialist, Administration

Manheim Township; Pennsylvania; On-site; USD 40,000 - 55,000; Full time

Job summary

Manheim Township is seeking a Customer Service Specialist, Administration to serve as the initial contact with the public at the Municipal Office, handling inquiries by phone, email, and in person, and providing administrative support across departments.

The role requires strong office procedures, proficiency with Microsoft Office, CityView Workspace, and other township software; candidates should be organized, detail-oriented and capable of multi-tasking in a busy municipal environment.

Qualifications

• High school diploma or equivalent and related experience in administration or customer service.
• Experience working in a municipal or public sector environment is a plus.
• Strong communication and documentation skills required.

Responsibilities

• Greet visitors and respond to inquiries at the Municipal Office window, by phone or email.
• Provide administrative and clerical support to all departments as needed.
• Input permit applications into Township software and schedule inspections.
• Direct questions to appropriate staff and maintain organized records.
• Prepare reports, correspondence and mailings; assist with special projects.

Skills

Office administration

Customer service

Public relations

Microsoft Office

MS Teams

Education

High school diploma or equivalent

Associate or bachelor’s degree in English or accounting

Tools

CityView Workspace

Caselle

Paymentus

Laserfiche

justFOIA

Microsoft Office Suite

Job description

Job Title: Customer Service Specialist, Administration

Department: Administration

Reports To: Assistant Township Manager

Supervisory Responsibilities: N/A

Classification: Full-Time; Non-Exempt

Job Level: Administrative

Work Environment: Work is performed in a normal office setting performing a variety of clerical and administrative tasks that support the various offices and departments of the Municipal Office. Tasks are performed with frequent interruptions via telephone, email and in-person.

Summary: As Customer Service Specialist, Administration, the incumbent serves as the initial contact with the public by means of answering telephone or greeting visitors at the Municipal Office. This position provides administrative and clerical support to all departments at the Municipal Office, responds to customer inquiries; prepares reports and mailings; and participates in problem-solving to improve intra-department and inter-department processes.

Essential Functions

1. Greet individuals at the main Municipal Office window.
2. Respond to customer inquiries at the main window, on the telephone or through email; direct problems and concerns regarding regulations, procedures, and policies to the appropriate person; and receive and distribute applications and information.
3. Act as one of several Township phone operators. As phone operator, you will answer the general Municipal Office phone extension answering general questions and forwarding calls to the appropriate department or staff member.
4. Refers inquiries to appropriate officials and/or staff.
5. Input permit applications, when appropriate, into Township permit software, CityView Workspace. Permit acceptance and processing is in support of the Code Compliance Department, the Planning and Zoning Department and the Public Works Department.
6. Schedule building, property inspection and code enforcement inspections in Microsoft Outlook in support of the Code Compliance Department.
7. Provides information to residents, contractors, design professionals and others regarding Township procedures, policies and/or special events.
8. Provide administrative and clerical support; prepare correspondence, reports and forms, process incoming and outgoing documents in support of the Township Managers and the Assistant Secretary.
9. Perform other duties as assigned.

Other Functions

1. Attend training seminars or participate in on-the-job training to develop skills and knowledge, where required.
2. Provide periodic inter-department computer application assistance.

Physical Requirements

1. Ability to verbally communicate professionally and effectively with stakeholders.
2. Ability to read, understand, and respond to emails and various department-level forms.
3. Ability to maintain a valid PA Driver's License and drive a vehicle.

Competencies

1. Thorough knowledge of office, administrative and communication practices, and procedures.
2. Thorough knowledge of Township programs, services, and operations.
3. Thorough knowledge of department policies and procedures.
4. Thorough knowledge of the Township website manheimtownship.org
5. Basic knowledge of the Township Codification website https://ecode360.com/MA2997/home
6. Thorough knowledge of English word usage, spelling and punctuation.
7. Thorough knowledge of various computer software applications.
8. Thorough knowledge of customer service and public relations practices.
9. Basic knowledge of Township code compliance, planning & zoning and public works policies and procedures.

Skills

1. Operation of computer, including proficiency with Microsoft Office Suite and Microsoft Teams.
2. Operation of CityView Workspace, our permit management software.
3. Work within a variety of Township computer interfaces including, but not limited to Caselle, Paymentus, Laserfiche, justFOIA, etc.
4. Operation of basic office equipment, including, but not limited to multi-function copier and postage machine.

Abilities

1. Ability to post information accurately to record.
2. Ability to identify and correct grammatical errors.
3. Ability to establish filing systems, and sort items to alphabetical, numerical, or subject order.
4. Ability to prepare and maintain accurate records.
5. Ability to correctly perform basic mathematical computations with or without the use of a calculator.
6. Ability to sit and operate a keyboard for extended periods of time.
7. Ability to transmit accurate and complete information from callers or visitors.
8. Ability to demonstrate tact and patience when responding to stakeholders at all levels.
9. Ability to receive complaints, concerns and questions, appropriately direct response or take appropriate action to resolve situation or inquiry.
10. Ability to develop and maintain effective working relationships with all customers and co-workers.
11. Ability to multi-task while maintaining attention to detail.
12. Ability to coordinate and complete tasks and assignments with changing priorities and schedules.
13. Ability to handle confidential and sensitive information with discretion.Ability to work independently or in a team environment.

Required Education and Experience

1. High school diploma or equivalent and related experience and job training which indicates possession of skills, knowledge and abilities listed above.
2. 1-3 years of experience in customer service, administrative service or related field.

Preferred Education and Experience

1. Associate or bachelor's degree in English, accounting or related field.

Disclaimer

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.