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Customer Service Assistant
4 months ago
**Definition**:
Definition:Under directsupervision, performs a variety of clerical and administrative duties for the Public Works Department (PWD). Establishes and maintains excellent customer service relations with Community Members, departments, employees, and commercial customers both face to face, by telephone, and by other means of electronic communications. Effectively assists in resolving all levels of customer concerns and complaints within established guidelines and procedures. This job class is treated as FSLA Non-Exempt.
**Essential Functions**: (Essential functions may vary among positions, but may include the following tasks, knowledge, abilities, skills and other characteristics. This list of tasks is ILLUSTRATIVE ONLY and is not intended to be a comprehensive listing of tasks performed by all positions in this classification.)
**Examples of Tasks**:
- Utilizes personal computer and MS Office software to perform clerical and administrative duties in the preparation of memorandums, reports, spreadsheets, presentations, registration and check in procedures. Types letters, memos, correspondence, forms, reports, and other documents for staff and the public. Demonstrates the ability to multi-task and work independently.-
- Acts as primary customer service representative for the department. Greets and assists customers and directs them to appropriate staff for assistance. Answers calls and requests for service from customers of the Public Works Department. Answers customer questions regarding department procedures, policies, and programs.-
- Acts as liaison between all Public Works Customers by ensuring all customers receive efficient and courteous service at all times. Assists with handling and resolving customer service complaints and organizes and routes to appropriate department authority if necessary. Monitors and evaluates the quality and timeliness of customer service for all work orders and in-house projects.-
- Enters and dispatches work orders to the assigned staff through the work order system and follows up with staff on the status of work orders, including site visits if necessary. Responds to inquiries from staff, community members and customers on the status of work orders, schedules, and issues impacting work requests and facility use permits.-
- Maintains computerized database to document and track the status of all facility permits and scheduling of facilities. Assists customers with facility use permits and completes the necessary permit paperwork for all facilities managed by Public Works. Assists with the coordination of events and scheduling of facilities for various departments and Community Members.-
- Attends staff activities and meetings to become familiar with Department operations, projects, and special assignments. Attends special training, conferences and seminars as required. Assists Customer Service Team with general promotion of the Public Works Department.-
- Performs other job related duties as assigned by Supervisor or Department Assistant Director and Director.**Knowledge, Skills, Abilities and Other Characteristics**:
- Knowledge of the history, culture, laws, customs, and traditions of the Salt River Pima-Maricopa Indian Community.
- Knowledge of services, programs, policies, and procedures of a Public Works Department.
- Knowledge of formats used for a variety of correspondence and reports.
- Knowledge of technical construction and maintenance terminology.
- Basic knowledge of service order systems and procedures.
- Skill in following oral and written instructions, policies, and procedures.
- Skill in identifying and maintaining confidentiality of sensitive and important information while using diplomacy and tact.
- Skill in establishing and maintaining effective working relationship with the public.
- Skill in operating a variety of standard office equipment including copiers and FAX machines.
- Skill using a personal computer and related software including MS Windows and MS Office.
- Ability to provide excellent customer service.
- Ability to learn the Public Works Department documentation systems and work processes.
- Ability to use initiative and independent judgment and recognize when to refer matters to supervisor’s, manager’s or Director’s attention.
- Ability to write memos, reports or letters and complete forms and other documents.
- Ability to communicate effectively with staff and members of the public.
- Ability to multi-task and adapt to changing work situations and assignments.
- Ability to prepare correspondence, reports, etc., utilizing correct grammar, punctuation, spelling, and organization.
- May have to lift and carry 25 pounds
- Must adhere to Department safety policies including but not limited to proper PPE, first aid/CPR training, and other trainings and certifications as required for the job duties.
- Must be willing to work nights, weekends, and holidays.
**Minimum Qualifications**:
**Qualifications**:
- **
Education**:Grad
