*Experience with the Customer Information Systems module of H.T.E is preferred.
EMERGENCY DECLARATION STATUS:
CODE 3: Non-essential employees will not be required to work during a declared emergency but may be required to work during an undeclared emergency or in the aftermath of an event associated with a declared emergency. On an incident by incident basis, the employee’s Department Head will make the determination when the employee will be required to work and if they are re-assigned based on the needs of the City.
GENERAL STATEMENT OF JOB:
Under general supervision, performs technical clerical work assisting customers with service inquiries, complaints, applications for service, and/or payment of accounts. Maintenance and research of customer database; provides statistical reports as requested. Work is performed within established guidelines. Tact, courtesy and firmness are required in dealing with customers and perspective customers. Reports to assigned supervisor.
SPECIFIC DUTIES & RESPONSIBLITIES:
Assists citizens with inquiries, requests for information and service requests; listens to and analyzes citizen concerns as needed; provides responses within established policies, procedures and standards; resolves problems as non-routine situations arise. May meet with customers to assist them in understanding City procedures and to assist in resolving their concerns. May maintain customer database including input, tracking and maintenance of service request records, service orders, and/or work orders. Provides citizen information via internet or mailings concerning projects or other activities pending or in progress. May screen files for outdated or duplicate material and prepares documents for destruction or transmittal to archives. May scan documents into document imaging system.
ADDITIONAL JOB FUNCTIONS
Calls, logs and follow-ups on utility location services (one-call) for departmental excavation activities. Processes weekly, statistical reports from data collected from several sources, such as: Naviline, H.T.E., Excel spreadsheets, Access databases, Palmstat, work orders. Responsible for developing and preparing reports, analyzing customer service surveys, making maps upon request, and tracking performance measures and service demands. Performs other duties as assigned. The listed duties are only illustrative and are not intended to describe every function that may be performed by this job class. The omission of specific statements does not preclude management from assigning specific duties not listed if such duties are a logical assignment to the position.
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