Senior Customer Service Representative - City
OKC, Oklahoma City, OK, United States
Senior Customer Service Representative - City
Pay and FAIR LABOR STANDARDS ACT (FLSA) Status
Pay Range: 410
Hourly Rate: $18.96 - $29.37
FLSA Status: Non-Exempt
The normal starting pay for this position is the minimum of the pay range listed above. A higher rate of pay may be considered, dependent on the qualifications and experience of the selected applicant and/or the City’s step placement policy.
Job Summary This posting will be used to fill a current vacancy in the
Development Center
Division
of the
Development Services
Department
within the City of Oklahoma City. An eligibility list will be established or supplemented for filling future vacancies per provisions of the American Federation of State, County and Municipal Employees (AFSCME) Collective Bargaining Agreement. This position is under the direction of an immediate supervisor. The Senior Customer Service Representative is primarily responsible for providing customer service and maintaining moderately complex records for a work section or division. Assigned duties may vary by work section or department.
Essential Job Functions
Assisting the public via phone, email, or in person.
Greeting visitors and directing them to appropriate areas.
Serving as an information resource for a variety of individuals, internal and external customers or stakeholders.
Processing and verifying moderate amounts of data or coded information.
Reviewing documents and transactions for accuracy and completeness.
Identifying and resolving errors or discrepancies.
Maintaining computerized, hardcopy, and microfilm records.
Inputting, reviewing, and updating information in various computer systems.
Collecting and exchanging money for various services, including fees, licenses, bonds, permits, etc.
Communicating complex information clearly and effectively.
Managing multiple tasks simultaneously in a fast-paced environment.
Operating standard office equipment.
Training and providing guidance to less experienced team members.
Performing other duties as assigned.
Veterans Preference Honorably discharged veterans of the United States Active Duty Armed Forces, National Guard, and Reserve Forces who are not currently employed full-time by the City of Oklahoma City and who meet the qualifications for the position shall be given preference. To receive preference, veterans must submit verification of honorable discharge from the United States military service (Department of Defense Form DD214 or NGB Form 22) prior to the closing date of the vacancy announcement.
Minimum Qualifications
Possession of a high school diploma, GED, or equivalent.
Knowledge, Skills, and Abilities
Skill in delivering customer service while maintaining tact and diplomacy.
Skill in communicating in-person, by telephone, and in writing.
Skill in accurately recording and organizing information.
Skill in maintaining accurate records.
Skill in performing basic arithmetic functions.
Skill in handling payment transactions accurately and efficiently.
Skill in operating standard office equipment.
Ability to balance and reconcile transactions.
Ability to type neatly and accurately.
Ability to efficiently and accurately manage multiple tasks simultaneously.
Ability to read and comprehend written materials and accurately apply established procedures.
Ability and willingness to maintain confidentiality and assume responsibility for information obtained.
Ability and willingness to assume responsibility for work performed.
Competencies
One City, One Team (Teamwork/Team Oriented)
1) Recognizes, values, and leverages the ideas, opinions, and perspectives of others; 2) participates willingly and effectively as a team lead or team member; 3) builds consensus; fosters team commitment, spirit, pride, and trust; 4) collaborates with others to accomplish goals and objectives and achieve results; 5) expresses facts, ideas, messages, and information (technical and non-technical) to individuals or groups clearly, concisely, accurately, understandably, with honesty, tact, and diplomacy and in a manner that is appropriate for the intended audience; 6) actively listens, clarifies information as needed; 7) [Core Value One City, One Team] shares information, resources and solutions across departments; 8) [Core Value One City, One Team] asks for help early and offers it often; 9) [Core Value One City, One Team] collaborates across teams before decisions are made.
Service First (Customer Centric)
1) Demonstrates commitment to public service; 2) serves and satisfies internal and external customers in a timely and effective manner; 3) establishes, commits to, and maintains high standards for producing quality work products and being responsive to customers; 4) supports the Department/City\'s mission; develops and executes strategies with the customer in mind; 5) [Core Value Service First] acts quickly and follows through until the job is complete; 6) [Core Value Service First] serves everyone with genuine respect, diligence and professionalism; 7) [Core Value Service First] makes decisions with the people we serve in mind.
Respect Always (Conduct)
1) Conducts oneself with the utmost integrity and professionalism; 2) demonstrates humility; 3) encourages people to share their perspectives, ideas, and opinions; 4) makes decisions based on a sense of shared purpose; 5) takes responsibility for actions and decisions; 6) resilient; 7) leans in to challenges and problems with creative solutions; 8) speaks up and challenges the status quo; 9) relies on the character, ability, strength, truth, and transparency of others and the organization; 10) [Core Value Respect Always] listens with curiosity and speaks with care; 11) [Core Value Respect Always] embraces different perspectives and lived experiences; 12) [Core Value Respect Always] gives feedback constructively and receives it openly.
Own the Outcome (Execution and Results)
1) Sets well-defined and realistic goals and high standards of performance for self or self and others; 2) displays a high level of initiative, effort, and commitment toward performing work; 3) completes assignments in a thorough, accurate, and timely manner, and delivers results; 4) works with minimal supervision, is motivated to achieve, and demonstrates responsible behavior; 5) demonstrates understanding of all aspects of the job (as specified on the approved job description) and application of accrued knowledge in carrying out duties and responsibilities; technical knowledge; skill in the techniques, equipment, procedures, and work required; 6) [Core Value Own the Outcome] takes initiative to fix it or escalates issues; 7) [Core Value Own the Outcome] follows through on commitments; 8) [Core Value Own the Outcome] speaks up when accountability is missing.
Keep Getting Better (Workplace Standards)
1) Takes meal periods and breaks according to policy; 2) ensures sick leave usage does not negatively impact productivity of work unit; 3) notifies supervisor of unscheduled absences; 4) accepts suggestions and supervision with a positive approach; 5) completes work timely and correctly; 6) [Core Value Keep Getting Better] takes time to reflect and act on what is working and what is not; 7) [Core Value Keep Getting Better] learns from mistakes without blaming; 8) [Core Value Keep Getting Better] supports self and other’s development and growth.
Safety
1) Complies with all safety policies and practices; 2) promotes a safe work environment; 3) participates in safety meetings; current on completion of safety trainings.
Working Conditions
Primarily indoors in a climate-controlled environment; subject to sitting, standing walking, or using a telephone for extended periods.
Subject to continuous exposure to light and glare from a computer monitor.
Subject to constant, low-level noise from computers, copiers, faxes, ten-keys, etc.
Subject to working in a confined area, in close proximity to others, and with frequent interruptions.
Subject to working evenings, weekends, holidays, and overtime.
Physical Requirements
Arm-hand steadiness and manual dexterity enough to operate standard office equipment, such as computers, ten-keys, telephones, copiers, faxes, etc.
Near vision enough to read written and machine-generated communications.
Speech and hearing enough to communicate in-person and by telephone.
Benefits
Competitive pay
An average of $22,000 annually contributed toward your benefits and retirement
A comprehensive package designed to support your health and wellness, financial security, work-life balance, and personal and professional growth and development
AN EQUAL OPPORTUNITY EMPLOYER If you require reasonable accommodation at any time during the hiring process, please notify one of the Human Resources Department Representatives by calling 405-297-2530. The City of Oklahoma City will not discriminate against any applicant or employee because of race, color, religion, sex (including pregnancy, actual or perceived sexual orientation, and gender identity and/or expression), national origin, age, disability (mental or physical) and genetic information (including family medical history).
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Hourly Rate: $18.96 - $29.37
FLSA Status: Non-Exempt
The normal starting pay for this position is the minimum of the pay range listed above. A higher rate of pay may be considered, dependent on the qualifications and experience of the selected applicant and/or the City’s step placement policy.
Job Summary This posting will be used to fill a current vacancy in the
Development Center
Division
of the
Development Services
Department
within the City of Oklahoma City. An eligibility list will be established or supplemented for filling future vacancies per provisions of the American Federation of State, County and Municipal Employees (AFSCME) Collective Bargaining Agreement. This position is under the direction of an immediate supervisor. The Senior Customer Service Representative is primarily responsible for providing customer service and maintaining moderately complex records for a work section or division. Assigned duties may vary by work section or department.
Essential Job Functions
Assisting the public via phone, email, or in person.
Greeting visitors and directing them to appropriate areas.
Serving as an information resource for a variety of individuals, internal and external customers or stakeholders.
Processing and verifying moderate amounts of data or coded information.
Reviewing documents and transactions for accuracy and completeness.
Identifying and resolving errors or discrepancies.
Maintaining computerized, hardcopy, and microfilm records.
Inputting, reviewing, and updating information in various computer systems.
Collecting and exchanging money for various services, including fees, licenses, bonds, permits, etc.
Communicating complex information clearly and effectively.
Managing multiple tasks simultaneously in a fast-paced environment.
Operating standard office equipment.
Training and providing guidance to less experienced team members.
Performing other duties as assigned.
Veterans Preference Honorably discharged veterans of the United States Active Duty Armed Forces, National Guard, and Reserve Forces who are not currently employed full-time by the City of Oklahoma City and who meet the qualifications for the position shall be given preference. To receive preference, veterans must submit verification of honorable discharge from the United States military service (Department of Defense Form DD214 or NGB Form 22) prior to the closing date of the vacancy announcement.
Minimum Qualifications
Possession of a high school diploma, GED, or equivalent.
Knowledge, Skills, and Abilities
Skill in delivering customer service while maintaining tact and diplomacy.
Skill in communicating in-person, by telephone, and in writing.
Skill in accurately recording and organizing information.
Skill in maintaining accurate records.
Skill in performing basic arithmetic functions.
Skill in handling payment transactions accurately and efficiently.
Skill in operating standard office equipment.
Ability to balance and reconcile transactions.
Ability to type neatly and accurately.
Ability to efficiently and accurately manage multiple tasks simultaneously.
Ability to read and comprehend written materials and accurately apply established procedures.
Ability and willingness to maintain confidentiality and assume responsibility for information obtained.
Ability and willingness to assume responsibility for work performed.
Competencies
One City, One Team (Teamwork/Team Oriented)
1) Recognizes, values, and leverages the ideas, opinions, and perspectives of others; 2) participates willingly and effectively as a team lead or team member; 3) builds consensus; fosters team commitment, spirit, pride, and trust; 4) collaborates with others to accomplish goals and objectives and achieve results; 5) expresses facts, ideas, messages, and information (technical and non-technical) to individuals or groups clearly, concisely, accurately, understandably, with honesty, tact, and diplomacy and in a manner that is appropriate for the intended audience; 6) actively listens, clarifies information as needed; 7) [Core Value One City, One Team] shares information, resources and solutions across departments; 8) [Core Value One City, One Team] asks for help early and offers it often; 9) [Core Value One City, One Team] collaborates across teams before decisions are made.
Service First (Customer Centric)
1) Demonstrates commitment to public service; 2) serves and satisfies internal and external customers in a timely and effective manner; 3) establishes, commits to, and maintains high standards for producing quality work products and being responsive to customers; 4) supports the Department/City\'s mission; develops and executes strategies with the customer in mind; 5) [Core Value Service First] acts quickly and follows through until the job is complete; 6) [Core Value Service First] serves everyone with genuine respect, diligence and professionalism; 7) [Core Value Service First] makes decisions with the people we serve in mind.
Respect Always (Conduct)
1) Conducts oneself with the utmost integrity and professionalism; 2) demonstrates humility; 3) encourages people to share their perspectives, ideas, and opinions; 4) makes decisions based on a sense of shared purpose; 5) takes responsibility for actions and decisions; 6) resilient; 7) leans in to challenges and problems with creative solutions; 8) speaks up and challenges the status quo; 9) relies on the character, ability, strength, truth, and transparency of others and the organization; 10) [Core Value Respect Always] listens with curiosity and speaks with care; 11) [Core Value Respect Always] embraces different perspectives and lived experiences; 12) [Core Value Respect Always] gives feedback constructively and receives it openly.
Own the Outcome (Execution and Results)
1) Sets well-defined and realistic goals and high standards of performance for self or self and others; 2) displays a high level of initiative, effort, and commitment toward performing work; 3) completes assignments in a thorough, accurate, and timely manner, and delivers results; 4) works with minimal supervision, is motivated to achieve, and demonstrates responsible behavior; 5) demonstrates understanding of all aspects of the job (as specified on the approved job description) and application of accrued knowledge in carrying out duties and responsibilities; technical knowledge; skill in the techniques, equipment, procedures, and work required; 6) [Core Value Own the Outcome] takes initiative to fix it or escalates issues; 7) [Core Value Own the Outcome] follows through on commitments; 8) [Core Value Own the Outcome] speaks up when accountability is missing.
Keep Getting Better (Workplace Standards)
1) Takes meal periods and breaks according to policy; 2) ensures sick leave usage does not negatively impact productivity of work unit; 3) notifies supervisor of unscheduled absences; 4) accepts suggestions and supervision with a positive approach; 5) completes work timely and correctly; 6) [Core Value Keep Getting Better] takes time to reflect and act on what is working and what is not; 7) [Core Value Keep Getting Better] learns from mistakes without blaming; 8) [Core Value Keep Getting Better] supports self and other’s development and growth.
Safety
1) Complies with all safety policies and practices; 2) promotes a safe work environment; 3) participates in safety meetings; current on completion of safety trainings.
Working Conditions
Primarily indoors in a climate-controlled environment; subject to sitting, standing walking, or using a telephone for extended periods.
Subject to continuous exposure to light and glare from a computer monitor.
Subject to constant, low-level noise from computers, copiers, faxes, ten-keys, etc.
Subject to working in a confined area, in close proximity to others, and with frequent interruptions.
Subject to working evenings, weekends, holidays, and overtime.
Physical Requirements
Arm-hand steadiness and manual dexterity enough to operate standard office equipment, such as computers, ten-keys, telephones, copiers, faxes, etc.
Near vision enough to read written and machine-generated communications.
Speech and hearing enough to communicate in-person and by telephone.
Benefits
Competitive pay
An average of $22,000 annually contributed toward your benefits and retirement
A comprehensive package designed to support your health and wellness, financial security, work-life balance, and personal and professional growth and development
AN EQUAL OPPORTUNITY EMPLOYER If you require reasonable accommodation at any time during the hiring process, please notify one of the Human Resources Department Representatives by calling 405-297-2530. The City of Oklahoma City will not discriminate against any applicant or employee because of race, color, religion, sex (including pregnancy, actual or perceived sexual orientation, and gender identity and/or expression), national origin, age, disability (mental or physical) and genetic information (including family medical history).
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