Customer Service Representative

Job descriptions/specifications are intended to indicate the essential functions and levels of work difficulty of the position and are not intended to describe in detail all of the position's specific duties and responsibilities nor exclude other duties of similar level or difficulty. Additionally, it is not intended to limit management's rights to assign, direct, and control the work of employees under their supervision.

DEFINITION
Under general supervision, perform difficult and specialized duties in the manner of Customer Service, relating to problem diagnosis, collecting funds for recreational programs, activities and rentals for the Department. Provide assistance with the resolution of sensitive situations escalating from others and seek to reach mutually satisfactory resolutions of problems and complaints. Perform general receptionist duties, provide administrative support and perform other duties as assigned. ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES
( Essential functions that the individual who holds the position must be able to perform unaided or with the assistance of reasonable accommodation.)

1. Serve as a representative of the City of Mesquite, demonstrating a positive attitude and progressive actions through the display of professionalism, courtesy, and appropriate tact and discretion in all interactions with other employees and with the public.
2. Answer telephone, take messages for staff, and disseminate information to public regarding programs, activities and policies.
3. Greet the public and check patrons for current recreation center pass or collect fees.
4. Perform various clerical and correspondence work assigned.
5. Maintain accurate program and financial records.
6. Assist in program registration, recreation center passes applications and facility use requests.
7. Handle financial transactions, reconcile daily receipts and prepare deposits.
8. Proactively investigate account problems and resolve issues/complaints utilizing a detailed understanding of the computer software, account/billing practices to identify discrepancies in account set-up and billing; partner with financial and administrative services staff in performing routine account audits and other defined internal control measures.
9. Assist administration staff by reviewing and resolving questions related to invoices, billing and collections.
10. Supervise patrons for safe conduct and use of the facility.
11. Assist in the supervision of recreation programs, recreation instructors, attendants and volunteers.
12. Perform light custodial duties including vacuuming, cleaning windows, sweeping, etc.
13. Prepare correspondence and associated informational materials for the Athletics &Leisure Services Dept.
14. Maintain calendar reflecting city facilities use and events.
15. Assist in the coordination and supervision of various activities and programs run through the Department including but not limited to scheduling games/events, coaching, refereeing, scorekeeping, ticket taking, set-up and clean-up.
16. Be dependable and meet acceptable attendance requirements at all times.
17. Follow all applicable safety rules and regulations.
18. Develop and execute engaging social media strategies across various social media platforms.
19. Produce marketing pieces to promote the Atheltics Department as well as the monthly newsletter.
20. Assist in submitting reports for payment for memberships paid by insurances.
    
    OTHER JOB FUNCTIONS
    A. Perform other related duties as assigned.

QUALIFICATIONS
The degree of knowledge and ability as outlined under this section is that which is necessary to satisfactory perform the essential functions of this position.
Knowledge of:

• Ability to enter and retrieve data to/from computer systems accurately.
• Read, understand, explain and interpret policies, procedures, rules, regulations and established rates and rate structures for all customers/customer classes, programs and activities.
• Perform arithmetic calculations, collect and tabulate data using computerized spreadsheet programs, and maintain accurate records, logs, accounts and files.
• Effectively resolve customer complaints; communicate effectively verbally and in writing in a courteous and tactful manner.
• Maintain positive relationships with City departments and outside agencies; establish and maintain positive working relationships with those contacted in the course of work.
• Meet the public in situations requiring diplomacy and tact.
• Utilize office computer and related software for written communications.
• Modern office procedures, methods and computer equipment, programs, applications and uses.
• Good public relations skills.
• Must be able to follow oral and written instructions and work cooperatively with others.
• Spelling, grammar, and punctuation, business letter writing and basic report preparation techniques.

Ability to:

• Work a flexible work week which may include evenings, weekends and/or some holidays.
• Interpret and apply administrative and department policies and procedures.
• Establish and maintain effective working relationships and customer service levels throughout the course of everyday business.
• Skill in analytical concepts and interpersonal and written and verbal communication; dealing with difficult and sensitive situations regarding customer account problems.
• Follow oral and written instructions.
• Communicate effectively, both orally and in writing.
• Proficiency in the safe operation of office equipment including computers and all city owned equipment.
• Be neat, orderly and honest.

Experience, Education and Training:
Any equivalent combination of training, education and experience which provides the individual with the required knowledge, skills, and abilities to perform the job. A typical way to obtain the required knowledge and abilities would be:
Education: High School diploma or G.E.D.
Experience: Previous experience working as a receptionist and/or with recreation programs and activities.
Training: Speak and write Spanish fluently preferred. Current standard First Aid and CPR Certification, or ability to possess within six months.
License or Certificate: Must possess at the time of employment and continuously throughout employment a valid Nevada or "border state" driver's license, as defined by NRS 483.

Competencies:

Communicativeness - Effective performers recognize the essential value of continuous information exchange. They actively seek information from a variety of sources and disseminate it in a variety of ways. They use modern technologies to access and circulate information. They take responsibility for ensuring that their peers and supervisors have the current and accurate information needed for success.

Composure - Effective performers maintain emotional control, even under ambiguous or stressful circumstances. They are able to demonstrate emotions appropriate to the situation and continue performing steadily and effectively.

Customer Service - Effective performers attend to customers in a timely manner. They view the organization through the eyes of the customer and go out of their way to anticipate and meet customer needs.

Drive/Energy - Effective performers have a high level of energy and the motivation to sustain it over time. They are ambitious and passionate about their role in the City. They have the stamina and endurance to handle the substantial workload present in today's organizations. They know that a healthy work/life balance is important to sustained energy. They are motivated to maintain a fast pace and continue to produce even in exhausting circumstances.

Functional/Technical - Effective performers are knowledgeable and skilled in a functional specialty. They add organizational value through unique expertise in a functional specialty area. They remain current in their area of expertise and serve as a resource in that area for organization.

Integrity - Effective performers think and act ethically and honestly. They apply ethical standards of behavior to daily work activities. They take responsibility for their actions and foster a work environment where integrity is rewarded.

Initiative - Effective performers are proactive and take action without being prompted. They don't wait to be told what to do or when to do it. They see a need, take responsibility, and act on it. They make things happen.

Learning Agility - Effective performers continuously seek new knowledge. They are curious and want to know "why". They learn quickly and use new information effectively. They create and foster a culture of interest, curiosity, and learning.

Positive Impact - Effective performers make positive impressions on those around them. They are personable, self confident, and generally likable. They are optimistic and enthusiastic about what they do, and their excitement is contagious. They energize those around them.

Problem Solving/Decision Making - Effective performers are able to identify problems, solve them, act decisively, and show good judgment. They isolate causes fr0m symptoms, and compile information and alternatives to illuminate problems or issues. They involve others as appropriate and gather information from a variety of sources. They find a balance between studying the problem and solving it. They readily commit to action and make decisions that reflect sound judgment.

Sensitivity - Effective performers value and respect the concern and feelings of others. In the workplace, this compassion translates into behavior that communicates empathy toward others, respect for the individual, and appreciation of diversity among team members and the public.

Team Player - Effective performers are team oriented. They identify with the larger organizational team and their role within it. They share resources, respond to requests from other parts of the organization, and support larger legitimate organizational agenda as more important than local or personal goals.

WORKING CONDITIONS:
Work is performed under the following conditions:
Physical Requirements
Work is performed in an office. Subject to high levels of public contact and frequent interruptions. Duties require sufficient mobility to use standard office equipment; sustained posture in a seated position, standing and/or walking for prolonged periods of time; frequent bending, twisting, reaching, stooping and climbing; vision to read and hearing and speech to communicate in person or over the telephone. Flexibility of work hours; must be available to attend evening, weekend meetings and programs and to respond to emergency situations. Must be able to carry/lift/push or pull loads of up to 25lbs.

Classification Grade: 17
Wage Assignment: Hourly - Teamsters L14 CBA
Safety Sensitive: YES
Bargaining Unit: TL14 - In House Article 8

HOW TO APPLY Applicants are required to supply copies (proof) of all required documentation and verification of education and any other stated requirements of the position. City of Mesquite Human Resources will only accept degrees or credits earned from a college or university accredited by an official agency recognized by the US Department of Education. A listing of accredited universities is available at: style="color: inherit; font-style: normal; text-indent: 0"> PROVIDE COPIES OF THE FOLLOWING WITH YOUR COMPLETE APPLICATION:

• Letter of interest/Cover Letter.
• Resume - A resume is required in addition to the completed employment application. Applications submitted without a copy of the candidates resume are incomplete and will not be considered.
• Copy of bachelor's degree or transcripts.
• Copies any relevant certificates, licenses or awards.

Selection Process:

The selection process will begin with an employment application package screening, with the best qualified candidates being invited to participate further in the assessment process. This process may include any combination of written, performance, and oral assessments to evaluate job-related education, experience, knowledge, skills, and abilities.

The Human Resources Department must receive the completed City employment application and all required documentation by the closing date and time listed on the announcement. The employment application must be accessed through our website, www.mesquitenv.gov or style="color: inherit; font-style: normal; text-decoration: none"> and submitted electronically following the online links. Applicants must complete the employment application in its entirety to be considered for this recruitment. Resumes will not be accepted in lieu of the completed employment application. Decisions on an applicants qualifications for the above position will be made solely on the materials submitted at the time of application.

The city will provide reasonable accommodations to qualified individuals with disabilities. It is the responsibility of the candidate requiring accommodation to contact the Human Resources Department in writing prior to the close of the recruitment.

If you are invited to participate in the assessment process, you will be required to self-schedule through the City of Mesquite online application system. Please check your email on a regular basis after submitting your application for complete instructions, which include where and when to report.

Appointment is subject to the successful completion of a post offer pre-employment background investigation. The City reserves the right to modify selection devices and test instruments in accordance with accepted legal, ethical, and professional standards.

Note: E-mail communications will be sent from senders with the extension: @mesquitenv.gov you may need to adjust your spam blocker to ensure that you receive email notifications from the City of Mesquite. Failure to satisfactorily demonstrate that the requirements of the posted position have been FULLY met will result in disqualification.

The City of Mesquite is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the City will provide reasonable accommodation to qualified individuals. The City of Mesquite encourages both incumbents and individuals who have been offered employment to discuss potential accommodations with the employer.