Anne Arundel County
Customer Service Representative
Anne Arundel County, Annapolis, Maryland, United States, 21403
Position Overview
This position announcement will be used to fill a Full‑Time, Permanent, Represented, Customer Service Representative vacancy within the Director’s Office of the Department of Public Works.
The role is customer service work at the full performance level, responding to inquiries and complaints from the general public.
Responsibilities
Answer telephones, assist customers, process mail and other work‑related documents.
Research and answer questions, suggest solutions to resolve customer concerns, and process orders.
Prepare correspondence and fulfill customer needs to ensure customer satisfaction.
Plan and carry out tasks independently, determining work sequence, obtaining necessary data or information, and selecting appropriate methods and procedures.
Resolve problems in accordance with office policies, County Code, and administrative practices.
Support the DPW Outreach Program by ensuring customer inquiries are efficiently handled and tracked, allowing timely and effective responses.
Produce and distribute informational mailers, newsletters, and other communication materials to keep residents and stakeholders informed about ongoing and upcoming projects and the benefits of DPW’s efforts.
Maintain an organized system for monitoring customer requests, ensuring no issue is overlooked.
Process mail by preparing duplicate bills, writing letters, and updating files.
Maintain files and correspondence, record statistics, and complete follow‑up work to process customer requests and provide information for management purposes.
Work with customers to resolve billing issues and process adjustments, if applicable.
Manage the organization’s website content, ensuring it is accurate, up‑to‑date, and user‑friendly.
Stay updated on the Department’s programs, services, and policies.
Perform other duties as assigned or required.
Knowledge, Skills, and Abilities Knowledge of modern office practices, procedures and equipment; ability to use good judgment in determining appropriate procedures or courses of action; ability to establish and maintain effective working relationships with associates and departmental employees; ability to communicate effectively and courteously, orally and in writing, with the public in all instances including complaint and enforcement situations; knowledge of departmental rules, regulations, procedures, and function; ability to develop effective office work procedures; knowledge of basic business English, spelling, and arithmetic.
Requirements
Graduation from high school, college‑level coursework in public or human relations or a related field.
Four (4) or more years of experience in public contact work involving complaint and problem‑solving situations.
Preferred Qualifications
Experience in monitoring and responding to customer requests in various platforms, including multiple‑line telephones, email, social media, etc.
Experience with Asset and Inventory Management.
Experience with Public Works or Capital Projects.
Experience with Financial Administration, such as invoice payment processing and credit card transactions.
Benefits Longevity pay is available based on years of service.
This position is Emergency Essential and will be responsible for reporting after hours and during inclement weather.
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The role is customer service work at the full performance level, responding to inquiries and complaints from the general public.
Responsibilities
Answer telephones, assist customers, process mail and other work‑related documents.
Research and answer questions, suggest solutions to resolve customer concerns, and process orders.
Prepare correspondence and fulfill customer needs to ensure customer satisfaction.
Plan and carry out tasks independently, determining work sequence, obtaining necessary data or information, and selecting appropriate methods and procedures.
Resolve problems in accordance with office policies, County Code, and administrative practices.
Support the DPW Outreach Program by ensuring customer inquiries are efficiently handled and tracked, allowing timely and effective responses.
Produce and distribute informational mailers, newsletters, and other communication materials to keep residents and stakeholders informed about ongoing and upcoming projects and the benefits of DPW’s efforts.
Maintain an organized system for monitoring customer requests, ensuring no issue is overlooked.
Process mail by preparing duplicate bills, writing letters, and updating files.
Maintain files and correspondence, record statistics, and complete follow‑up work to process customer requests and provide information for management purposes.
Work with customers to resolve billing issues and process adjustments, if applicable.
Manage the organization’s website content, ensuring it is accurate, up‑to‑date, and user‑friendly.
Stay updated on the Department’s programs, services, and policies.
Perform other duties as assigned or required.
Knowledge, Skills, and Abilities Knowledge of modern office practices, procedures and equipment; ability to use good judgment in determining appropriate procedures or courses of action; ability to establish and maintain effective working relationships with associates and departmental employees; ability to communicate effectively and courteously, orally and in writing, with the public in all instances including complaint and enforcement situations; knowledge of departmental rules, regulations, procedures, and function; ability to develop effective office work procedures; knowledge of basic business English, spelling, and arithmetic.
Requirements
Graduation from high school, college‑level coursework in public or human relations or a related field.
Four (4) or more years of experience in public contact work involving complaint and problem‑solving situations.
Preferred Qualifications
Experience in monitoring and responding to customer requests in various platforms, including multiple‑line telephones, email, social media, etc.
Experience with Asset and Inventory Management.
Experience with Public Works or Capital Projects.
Experience with Financial Administration, such as invoice payment processing and credit card transactions.
Benefits Longevity pay is available based on years of service.
This position is Emergency Essential and will be responsible for reporting after hours and during inclement weather.
#J-18808-Ljbffr