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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
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.
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.
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.
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.
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.