Customer Service Representative I
City of St. Louis, Saint Louis, MO, United States
Customer Service Representative I (250000B4)
Position Grade:
10G
Department:
Multiple Departments
Job Type:
Full-time (Permanent)
Examination Number:
EX1408
Location:
St. Louis, MO
Essential Functions and Responsibilities
Answers telephone calls regarding complaints, requests for service or information from citizens, businesses and others; resolves information requests or complaints or refers to the appropriate person or city department.
Relays information to others to investigate service problems.
Waits on customers over-the-counter and provides information and forms; accepts payments and applications.
Maintains records of complaints; enters/logs information to computer records or forwards for entry; may establish, update and close records and accounts; queries system for information.
Generates correspondence, reports and documents such as citizen response letters, violation notices, re-inspection letters, bid sheets, permits, work orders, permit reports, forms and other routine materials.
Researches and gathers background information and follows-up to ensure resolution of service requests, questions, complaints, etc.
Processes information such as billing applications, work orders, payments, invoices, house numbering and permit applications. May issue permits.
May perform general clerical duties such as filing, photocopying, sorting and distributing mail, and others assigned.
Performs other duties as assigned.
Knowledge, Skills, and Abilities
Data Utilization: ability to process, calculate, compute, summate, and/or tabulate data and/or information.
Human Interaction: ability to provide guidance, assistance and/or interpretation to co-workers, other city departments, businesses and the public, on how to apply policies, procedures and standards to specific situations.
Equipment, Machinery, Tools and Materials Use: ability to operate office equipment such as computer terminal, typewriter, telephone, fax machine, two-way radio, calculator/adding machine, computer printer and photocopier.
Verbal Aptitude: ability to utilize a wide variety of reference and descriptive data and information such as regulations, requests for service, various forms, work orders, permit applications, receipts, account activity records, schedules, directories, maps, correspondence and general operating manuals.
Mathematical Aptitude: ability to perform addition, subtraction, multiplication and division; calculate decimals and percentage.
Functional Reasoning: ability to carry out instructions furnished in written, oral or diagram form; involves semi-routine standardized work, with some latitude for independent judgment regarding choices of action.
Situational Reasoning: ability to exercise judgment, decisiveness and creativity in situations involving a variety of generally pre-defined duties that may be subject to frequent change.
Environmental Factors: work performed in an office environment with safe and comfortable conditions where exposure to irate individuals poses a very limited risk of injury.
Physical Requirements: ability to stoop to lift office papers weighing up twenty (20) pounds; some positions may require the ability to stand at a counter to wait on customers.
Sensory Requirements: ability to recognize and identify individual characteristics of colors and shapes to read maps, and sounds to communicate with others. Ability to sustain prolonged visual concentration.
Qualifications Two years of public contact experience in an office environment, which includes dealing with a high volume of inquiries and/or complaints, providing detailed information and performing clerical tasks.
OR
an equivalent combination of education, training and experience.
Scoring Components and Their Weights Experience and Training: 100%
May be Subject to
Background Investigation: Pass/Fail
Medical Examination: Pass/Fail
Documentation of Academic Credentials must be Submitted Upon Request Veteran's Preference Eligibility The applicant must submit a copy of their DD 214 Certificate of Release or Discharge from Active Duty with the Employment Application or upon request.
City Residence Preference Points City residents who pass an examination for a position in the classified service and do not receive any other preference will receive a five (5) point preference on a scale of 100 points on the exam. An additional one (1) point shall be added to the passing score of City residents who receive any other preference on a scale of 100 points. City residents must have resided in the City for at least one (1) year at the time of filing their application to be eligible for the preference points.
Accommodations If assistance with the job application is necessary based on a physical impairment, mental impairment, or otherwise, applicants should reach out to the Office on the Disabled with contact information. This office will not disclose any information that an applicant or employee has a disability or has discussed possible accommodations without the applicant's or employee's prior consent.
City of St. Louis City Hall 1200 Market Street Saint Louis, MO 63103
#J-18808-Ljbffr
10G
Department:
Multiple Departments
Job Type:
Full-time (Permanent)
Examination Number:
EX1408
Location:
St. Louis, MO
Essential Functions and Responsibilities
Answers telephone calls regarding complaints, requests for service or information from citizens, businesses and others; resolves information requests or complaints or refers to the appropriate person or city department.
Relays information to others to investigate service problems.
Waits on customers over-the-counter and provides information and forms; accepts payments and applications.
Maintains records of complaints; enters/logs information to computer records or forwards for entry; may establish, update and close records and accounts; queries system for information.
Generates correspondence, reports and documents such as citizen response letters, violation notices, re-inspection letters, bid sheets, permits, work orders, permit reports, forms and other routine materials.
Researches and gathers background information and follows-up to ensure resolution of service requests, questions, complaints, etc.
Processes information such as billing applications, work orders, payments, invoices, house numbering and permit applications. May issue permits.
May perform general clerical duties such as filing, photocopying, sorting and distributing mail, and others assigned.
Performs other duties as assigned.
Knowledge, Skills, and Abilities
Data Utilization: ability to process, calculate, compute, summate, and/or tabulate data and/or information.
Human Interaction: ability to provide guidance, assistance and/or interpretation to co-workers, other city departments, businesses and the public, on how to apply policies, procedures and standards to specific situations.
Equipment, Machinery, Tools and Materials Use: ability to operate office equipment such as computer terminal, typewriter, telephone, fax machine, two-way radio, calculator/adding machine, computer printer and photocopier.
Verbal Aptitude: ability to utilize a wide variety of reference and descriptive data and information such as regulations, requests for service, various forms, work orders, permit applications, receipts, account activity records, schedules, directories, maps, correspondence and general operating manuals.
Mathematical Aptitude: ability to perform addition, subtraction, multiplication and division; calculate decimals and percentage.
Functional Reasoning: ability to carry out instructions furnished in written, oral or diagram form; involves semi-routine standardized work, with some latitude for independent judgment regarding choices of action.
Situational Reasoning: ability to exercise judgment, decisiveness and creativity in situations involving a variety of generally pre-defined duties that may be subject to frequent change.
Environmental Factors: work performed in an office environment with safe and comfortable conditions where exposure to irate individuals poses a very limited risk of injury.
Physical Requirements: ability to stoop to lift office papers weighing up twenty (20) pounds; some positions may require the ability to stand at a counter to wait on customers.
Sensory Requirements: ability to recognize and identify individual characteristics of colors and shapes to read maps, and sounds to communicate with others. Ability to sustain prolonged visual concentration.
Qualifications Two years of public contact experience in an office environment, which includes dealing with a high volume of inquiries and/or complaints, providing detailed information and performing clerical tasks.
OR
an equivalent combination of education, training and experience.
Scoring Components and Their Weights Experience and Training: 100%
May be Subject to
Background Investigation: Pass/Fail
Medical Examination: Pass/Fail
Documentation of Academic Credentials must be Submitted Upon Request Veteran's Preference Eligibility The applicant must submit a copy of their DD 214 Certificate of Release or Discharge from Active Duty with the Employment Application or upon request.
City Residence Preference Points City residents who pass an examination for a position in the classified service and do not receive any other preference will receive a five (5) point preference on a scale of 100 points on the exam. An additional one (1) point shall be added to the passing score of City residents who receive any other preference on a scale of 100 points. City residents must have resided in the City for at least one (1) year at the time of filing their application to be eligible for the preference points.
Accommodations If assistance with the job application is necessary based on a physical impairment, mental impairment, or otherwise, applicants should reach out to the Office on the Disabled with contact information. This office will not disclose any information that an applicant or employee has a disability or has discussed possible accommodations without the applicant's or employee's prior consent.
City of St. Louis City Hall 1200 Market Street Saint Louis, MO 63103
#J-18808-Ljbffr