Customer Service Representative II & III

Job DetailsLevelExperiencedJob LocationDC - Washington, DCPosition TypeContractorEducation LevelHigh SchoolSalary Range$19.00 - $21.00 HourlyDescriptionUnder general supervision, Customer Service Representative II performs internal/external customer support duties for an assigned department, division, or program including receiving and responding to inquiries from the public, other City departments and outside agencies; prepares routine clerical, administrative, and receptionist duties; and performs other duties as assigned.EXAMPLES OF ESSENTIAL DUTIESThe following duties are typical for this classification. individuals may not perform all the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and change business practices.Serves as first line of contact to external customers via telephone or in person; refers customers to appropriate staff and/or provides a variety of general information regarding City functions and services and explains department operating policies and procedures.Types and proofreads a variety of documents including general correspondence, agendas, reports, memos, and statistical reports.Sorts and distributes mail for follow-up as necessary; independently responds to routine letters and electronic communication.Orders, maintains, and reconciles purchases of office supplies, merchandise, and other and special purchases related to department operations; maintains inventory; research pricing information.Enters data and maintains data and records by entering, updating, verifying or making corrections to data/information manually or into a computer system; records, logs, and/or retrieves various documents and records and data/information to provide to customer or process requests.Processes mail, faxes, and emails by retrieving and opening and date stamping incoming mail; sorts and distributes mail to appropriate personnel; processes outgoing mail; responds to messages from phone, fax, or email.Purges/shreds files per guidelines and maintains file confidentiality.Schedules meetings and maintains calendars for department staff; reserves and prepares conference rooms; prepares meeting agendas; attends meetings and takes and publishes meeting minutes.Participates in special projects as assigned.Promotes a positive City image by maintaining excellent internal and external customer relations; greets and directs visitors; answers phones; responds to inquiries in a courteous manner; provides information within the area of assignment; resolves complaints in an efficient and timely manner.Works collaboratively with staff, various departments, and outside agencies.Performs related duties as assigned.QualificationsKnowledge of:Principles of effective customer service.English usage, spelling, punctuation and grammar.Office procedures, methods, and equipment including computers and applicable software applications such as Microsoft Office SuiteCustomer Service Representative II- all of the above, plus the following:Techniques in scheduling, coordinating and organizing meetings, activities and functions.Advanced customer service techniques.Policies and procedures of the assigned department or program.Ability to:Learn pertinent local state and federal laws, codes, ordinances, City functions, policies, rules, and regulations.Analyze work papers, reports and special projects.Identify and interpret technical and numerical information.Observe and problem solve operational and technical policy and procedures.Operate office equipment including computers and supporting word processing, spreadsheet, and database applications.Compose general correspondence and letters and take meeting minutes.Effectively respond to questions or inquiries.Accurately proofread various documents.Learn to understand, interpret and explain rules, policies, or procedures in responding to customers' questions.Maintain integrity of work by taking responsibility and accountability for completion of work and customer interactions.Effectively contribute collaboratively to a team effort.Communicate clearly and concisely, both orally and in writing.Establish and maintain effective working relationships with those contacted in the course of work.Communicate clearly and concisely, both orally and in writing.Customer Service Representative II- all of the above, plus the following:Independently perform a variety of administrative and customer service duties in support of a department, division or program.Understand, interpret and explain rules, policies, or procedures in responding to customer's questions.Research, respond to and assist in the resolution of inquiries and complaints.MINIMUM QUALIFICATIONS GUIDELINESAny combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain knowledge and abilities would be:Education:Equivalent to the completion of a high school diploma. College course work highly desirable.Experience:Two (2) years of responsible customer service experience comparable to a Customer Service Representative I with the City of Rancho Cordova.PHYSICAL WORKING CONDITIONS AND ENVIRONMENTSRequires mobility and manual dexterity to work in a standard office environment, use standard office equipment and occasionally attend off-site meetings or events; speech and hearing to communicate in person and by telephone; vision to read handwritten and printed materials and a computer screen; strength and agility to lift and carry items weighing up to 20 pounds. Some accommodations may be made for some physical demands for otherwise qualified individuals who require and request such accommodations.Respond to customer inquiries by telephone or e-mail to provide non-technical problem resolution;Research and resolve mostly routine and some non-routine, more complex customer problems and inquiries, and provide information to customers regarding requests and inquiries regarding employee programs and benefits;Work with customers to complete the online process of selecting benefits, including answering questions about completing the process, verifying submission of benefit selection, and assisting with completion;Perform data entry and information searches in a customer management system;Analyze a customer's service needs and refer to other service or technical departments for follow-up as needed.

Created: 2025-09-27