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City of Torrance
Class Code: 0704
Class Designation: Non-Civil Service/At-will

April 2009 (Revised)

Representation Unit: Certain Full-time Salaried & Hourly Employees 

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Customer Service Representative

Position Summary

Under immediate supervision, responds to requests for information and services; directs customers to appropriate City operations; responds to phone calls, screens inquiries, takes messages and responds to questions; and performs related work as required.
Reporting Relationships
Receives general supervision from higher level staff typically in a supervisory, lead or senior capacity.

Examples Of Duties

  • Greets visitors and directs them as appropriate, respond to inquiries from the public and provide information about the organization;
  • Provides customer service in a wide variety of department, responding to requests for information and services, directing customers and/or public to appropriate city operations;
  • Operates a multi-line telephone console, receiving incoming calls and making connections;
  • Acts as a receptionist to the public, taking and responding to a high volume of phone calls, screening inquiries, taking messages, scheduling appointments and answering questions requiring an understanding of policies and procedures of the work unit and/or giving information on scheduled events and other activities;
  • Perform basic clerical assignments such as ordering office supplies, data entry, typing various correspondence and reports, and stocking and reordering forms;
  • Enters data and generates reports, schedules or related documents;
  • Copies, collates, and staples a variety of materials, folds, staples, stuffs and stamps materials for bulk mailings;
  • Receives, opens, time stamps, sorts, routes and delivers mail;
  • Files into and retrieves materials from established filing systems.
  • Operates a variety of office equipment such as a typewriter, computer with associated software, copy machine, scanner and FAX machine;
  • Calls for office equipment repair service when needed;
  • Attends meetings with other City departments ad external customers as required;
  • Perform related duties as required. 
  • Minimum Qualifications

    Knowledge of:

  • Customer relations and public relations techniques, including telephone etiquette;
  • Basic record keeping methods;
  • MS Word and MS Outlook (or software currently in use by the City) in order to perform duties;
  • Alphabetizing, indexing and filing methods.
  • Ability to:

  • Speak clearly and distinctly and use appropriate telephone etiquette while working a reception area;
  • Interact with a wide variety of clientele while retaining a professional work environment;
  • Work under pressure ad handle a large volume of public contact and telephone calls;
  • Communicate effectively orally and in writing;
  • Establish and maintain effective working relationships with those contacted in the course of work including the public, City employees and other government officials;
  • Communicate effectively with individuals from diverse socioeconomic, educational and cultural backgrounds;
  • Receive, screen and direct questions and telephone calls to appropriate source of information;
  • Exercise judgment and tact in dealing with the public in difficult situations;
  • Perform memo, correspondence and report typing with accuracy and speed;
  • Operate a variety of office equipment, such as a computer and peripheral office equipment, telephone, and copy machine;
  • Understand and follow oral and written directions;
  • Learn City departmental operations in order to direct service requests to the appropriate source;
  • Perform basic mathematical computations (addition, subtraction, multiplication, and division). 
  • Education and Experience

    Any combination of education and experience that would provide the required knowledge and abilities is qualifying.  A typical way to obtain the knowledge and skills would be:
    Graduation from high school or equivalent; and six months of experience involving public contact or public relations. 

    Special Requirements

    Physical Requirements: 

    Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraint. On a daily basis, the essential duties of this classification may require the ability to stoop; to reach; to stand, to walk and sit for extended periods of time; to push and/or pull objects weighing up to 30 pounds; to lift and carry objects weighing up to 15 pounds; to use finger dexterity to operate a computer and other office equipment and hand strength to grasp files and other objects; to perceive the attributes of objects by touch; to hear and verbally exchange ideas and information with the public, staff and others on the phone and in the office; to see clearly from less than one foot to arms length with a good field of vision and to distinguish basic colors and shades of color.  On a frequent basis, essential duties of the position may require the ability to climb stairs, to kneel and/or crouch to retrieve files and other items.
    Work Environment:
    Essential duties of this classification are primarily performed in a dynamic office environment that may include frequent interruptions and/or a high level of public contact.