Senior Customer Service Lead - Water Department

City of Manchester, NH; Manchester (NH); On-site; USD 34,000 - 48,000; Full time

Benefits offered by this job

Comprehensive benefits package

Job summary

City of Manchester, NH is seeking a Customer Service Representative III - Water to serve as a central information point for the city and department. The role handles diverse tasks, from greeting visitors to processing permits and coordinating with various City personnel.

Applicants should have a High School diploma or GED and 3–5 years of general office experience. Competitive pay with a comprehensive benefits package accompanies this full-time position.

Qualifications

• Graduation from High School or possession of a GED.
• Three to five years of experience in general office operations.
• Any equivalent combination of experience and training which provides the knowledge, skills, and abilities necessary to perform the work.

Responsibilities

• Answers department telephone calls and greets visitors to the department, and provides information to callers and visitors or refers callers and visitors to other appropriate departments or City personnel.
• Answers customer questions requiring detailed programmatic knowledge of Departmental operations.
• Greets visitors to the city, answers programmatic questions, distributes literature on local government activities and/or refers individuals to designated City personnel, other City departments, or outside agencies as necessary.
• Develops and maintains thorough understanding of departmental organization and operations in order to independently provide service to the public and complete complex and/or specialized tasks, which may include Zoning, Planning, Code Enforcement, and similar processes.
• Schedules appointments, reservations, and other calendar items.
• Supervises, trains, evaluates, and coordinates the work of other designated office personnel.
• Follows up on complaints from customers involving processing of complaints and gathering information from several Departmental and/or intra-Department sources.
• Compiles and archives key information on Department and/or City operations as necessary.
• Prepares correspondence, lists, and other documents on computer.
• Gathers, assembles, updates, distributes, creates, and/or files a variety of information, forms, records, and data as requested.
• Receives cash, checks, and credit card payments for designated items, makes appropriate change, and reconciles cash drawers.
• Processes applications, permits, licenses, or related documents, including bonds and certificates of insurance, and schedules inspections as necessary.
• Dispatches information to key Departmental personnel as necessary.
• Distributes incoming mail to all appropriate City departments.
• Attends board meetings, takes notes and prepares minutes.
• Provides guidance and demonstrations to new employees in similar positions.
• Keeps supervisors informed of work progress, issues, and potential solutions.
• Attends meetings and training to stay current on relevant practices and developments.
• Responds to citizen inquiries courteously and promptly.
• Coordinates regularly with others to enhance interdepartmental efficiency; and
• Performs additional duties as required by the classification.

Skills

Customer service

Office procedures

Communication skills

Supervisory abilities

Data entry

Education

High School Diploma or GED

Tools

Microsoft Office

CRM systems

Job description

City of Manchester, NH is seeking a Customer Service Representative III - Water to serve as a central information point for the city and department. The role handles diverse tasks, from greeting visitors to processing permits and coordinating with various City personnel.

Applicants should have a High School diploma or GED and 3–5 years of general office experience. Competitive pay with a comprehensive benefits package accompanies this full-time position.