Customer Service Representative I, (B252550-13), 202, Sanitation

Job Title

Customer Service Representative

Job Description

Provides customer service by answering phones and assisting with resolving customer issues. Tracks customer calls and resolutions into database, coordinates schedules and appointments, and relays messages between departments as needed. Responsible for direct customer service activities involving the handling of citizens concerns regarding Solid Waste Services. Provides customers with information with possible solutions for their concerns; and receives incoming calls related to Solid Waste and Landfill questions.

Essential Duties and Responsibilities

Serves as the initial point of contact to receive and address customer concerns, questions, or complaints. Answers calls, responds to emails, and communicates in person with customers and guests; provides general information and / or forwards inquiry to the proper employee or department as appropriate. Creates, enters, and maintains records and customer call information in database for call-tracking and resolution reporting. Processes payments and maintains inventory control. Will be required to drive a City vehicle for City business use. Performs other duties as assigned.

Additional Duties under Solid Waste

• Provides direct service to customers by processing 311 requests regarding Solid Waste Services.
• Follows up on open 311 requests assigned to Solid Waste and closes them on a timely manner.
• Provides information regarding Solid Waste policies, City ordinance, and schedules to citizens.
• Checks customer's information to ensure that accounts are active before issuing a new trash can; confirms location is residential, commercial or downtown commercial to ensure garbage fees are in accordance to Ordinance fees; reports changes of garbage services to Administrative fees on locations that have private garbage services.
• Resolves customer complaints accordingly at Solid Waste site and / or on the field.
• Tracks complaints and ensures that they are handled properly.
• Keeps track of trash cans that are dispensed daily to ensure an accurate inventory; delivers and picks up garbage cans for residential, commercial and downtown locations; delivers additional green cans as requested by customers; replaces any broken garbage cans; unloads any returned garbage cans back to the Solid Waste location; keeps inventory of issued out garbage cans based on location (home, apartment, or commercial).
• May confirm location of active water meter's and reports any business that do not have a City account for appropriate fees to be disseminated.
• Assists with office duties such as typing reports, meeting and assisting citizens who walk into the office with a Solid Waste related issue.
• Takes and relays messages to Administration Staff.
• Prepares work orders to have addresses inspected for additional trash cans, or incorrect billing concerns.
• Prepares reports for supervisors on each zip code to ensure that branches and recycle concerns are attended on a daily basis.
• Schedules and coordinates the delivery of trash cans for City events, exchanges or inspection; checks and completes work orders accordingly.
• Performs related duties and fulfills responsibilities as required.
• Will be required to drive a City vehicle for City business use.
• Performs other duties as assigned.

Competencies for Successful Performance of Job Duties

Knowledge of : City ordinances, protocols, and policies. City services and departments. Basic arithmetic. Modern office procedures and methods including computers and applicable software, such as Microsoft Office, AS400, or FIS. English grammar, spelling, and punctuation. Utilizing Google maps. Locate and read water meters at service addresses.

Skills and Abilities : Planning, organization, and time management. Performing a variety of duties, often changing from one task to another of a different nature. Critical thinking and logical reasoning. Customer service delivery. Keeping organized and time management. Building and maintaining effective working relationships with others. Communicating clearly and effectively both orally and in writing. Maintaining good planning and organizational skills. Taking and following directions from supervisor. Performing strenuous work and routine work. Maintaining a valid Texas Driver License and a good driving record. Projecting a positive and professional image of the City of Laredo. Effectively communicating both orally and in writing in the English language and orally in the Spanish language. Complying with all City of Laredo's policies and procedures. Maintaining good health and physical condition sufficient to permit the full performance of the duties of this position. Operating a Forklift. Meeting schedules and work deadlines. Preparing and maintaining records of work orders. Reading maps, using a computer keyboard, typing a minimum of 40 WPM and maintaining and updating manual and electronic files and record systems. Making arithmetic computations and tabulations accurately. Maintaining clerical records and to prepare reports from such records. Using computer hardware, various software programs and technologies, including word processing and spreadsheet programs.

Work Environment / Conditions and Physical Demands

Physical Effort Requirements : Position will have the following exposures :

Work Environment Locations : Position will require the employee to work in the following types of work environments :

Exposures : Position will require the employee to be exposed to the following environmental elements :

Travel : Position will require the employee to travel :

Minimum Qualifications

Required Education and Experience :

Required Certifications or Licenses :

As part of the minimum requirements for all positions with the City of Laredo, a thorough background check and certified school transcripts will be required from all applicants who are offered employment. Effective February 24, 1997, all selected applicants are required to undergo a drug and alcohol test prior to employment. Effective January 7, 2008, all persons in safety-sensitive functions / positions, as per City of Laredo Drug and Alcohol Policy definition, shall be subject to random drug and alcohol testing. A person with a disability who needs a reasonable accommodation related to a selection process is requested to contact the Human Resources Department at (956) 791-7480 two days prior to the scheduled interview and / or test if applicable. City of Laredo is an Equal Opportunity / Affirmative Action / Pro Disabled and Veteran Employer. We welcome differences in the form of gender, race, ethnicity, disability, geography, socioeconomic status, age, politics, religion, philosophy, sexual orientation, or gender identity. All applicants who share this goal are encouraged to apply. Must be able to function in a principle-based organization that has a culture built on character and core values.