Customer Services Specialist

Full Job Description

GENERAL SUMMARY

The purpose of this job is to serve the public in an efficient and timely manner with knowledge of the services provided by the Department in the commercial/residential permit processes, sidewalks, and code compliance departments.

Assists customers with various departmental questions, processes, and issuances of permits and other services.

ESSENTIAL DUTIES & RESPONSIBILITIES

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Performs clerical support, taking calls and answering emails from customers, contractors service workers, Business office, 311, Development center, Mobile GR, Planning, Code Compliance, Engineering or other City departments
• Processes and issues sidewalk and drive approach permits
• Maintains service and billing procedures, processes applications and collects various fees and payments for Sidewalk Builder licenses
• Prepares, proofs and publishes necessary correspondences and documents
• Provides information, answers customer questions and handles complaints
• Manages workflow from one data program to another; reviews reports for accuracy and completeness
• Reviews after-hours service requests and work orders
• Keeps customers informed of scheduled or completed work
• Provides oversight of contractor invoicing
• Performs collection actions and contacts customers for payment
• Compiles information for claims and FOIA reqauests
• Performs related work as required

Requirements

Required Education and Experience

• High school diploma (or GED equivalent) supplemented by courses in data processing and general business practices.

--AND--

• At least one (1) to three (3) years of progressively responsible experience in clerical and customer service work.

--OR--

• Any equivalent combination of training, education, and experience that provides the required skills, knowledge and abilities

Required Licenses or Certifications

• None 

Qualifications

Knowledge of:

• Principles and practices of basic bookkeeping
• Modern office procedures, methods and computer equipment
• CityWorks programs
• Various data programs, fees and services
• Work orders

Skill in:

• Interpersonal skills necessary to develop and maintain effective and appropriate working relationships
• Performing a variety of duties, often changing from one task to another of a different nature
• Performing basic mathematical functions such as addition, subtraction, multiplication, division, percentages, and ratios
• Customer service
• Data Entry and data accuracy
• Multi-tasking
• Independent decision making
• Organization

Ability to:

• Meet schedules and deadlines of the work
• Understand and carry out oral and written directions
• Accurately organize and maintain paper documents and electronic files
• Maintain the confidentiality of information and professional boundaries
• Review a considerable volume of detailed work
• Make work decisions according to rules, regulations and departmental policies and procedures
• Prepare and maintain clerical records and to prepare reports from such records

Additional Information

We Offer:

• Medical, Dental, and Vision starting on Day 1
• 6% employee 401a contribution with employer matching (6% or 7% based on bargaining unit)
• Employee & Employer contributions to Retiree Health Savings Account
• Voluntary benefits such as term life insurance, flexible spending accounts, accidental insurance, disability insurance, and deferred compensation plan options
• Twelve Paid Holidays
• Paid Vacation and Sick Time
• Paid parking (if applicable)
• Employee Home Ownership Incentive
• Tuition Reimbursement and professional development opportunities
• Paid Parental Leave
• Employee Assistance Program with free mental health counseling
• Comprehensive Wellness program with a health and wellness incentive
• Employee Discounts and Perks

Should an applicant need any disability related accommodation or other consideration in the application or selection process, please notify the human resources department upon submittal of application

The City of Grand Rapids does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy or gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Please Note:
This position is subject to the provisions of the applicable collective bargaining agreement and all relevant civil service rules. For additional information, links to union agreement and Civil Service Rules are provided below.

Collective Bargaining Agreements

Civil Service Rules