Customer Service Specialist 2

Class Title: Customer Service Specialist 2

Class Code: CUST SVC SPEC 2

Hourly: $19.29 - $22.96 | Monthly: $3345.09 - $3980.26 | Annually: $40141.14 - $47763.16

Benefits: Full-time | Part-time, benefited

OVERVIEW:

This classification is responsible for performing varied customer service duties including reception, customer transactions, cash handling, and general office assistance.

DISTINGUISHING CHARACTERISTICS:

The Customer Service Specialist 2 is distinguished from the Customer Service Specialist 1 as the Customer Service Specialist 2 performs all customer service functions independently whereas the Customer Service Specialist 1 performs concession functions independently and/or assists a Customer Service Specialist 2 with general customer service functions.

SUPERVISION RECEIVED:

Works under the general supervision of the Supervisor who assigns work.  Receives direction and leadership from Customer Service Specialist 3.  Carries out work independently, but work and decisions are typically reviewed prior to final execution.

SUPERVISION EXERCISED:

Supervision is not a responsibility of this classification; however, may provide some direction and leadership to Customer Service Specialist 1’s.

EXAMPLES OF DUTIES:

The information provided below encompasses the typical duties and capabilities linked with this classification.  Duties may include, but are not limited to the following: 

• Provides excellent customer service both externally and internally.  Creates a positive experience for customers through professional and courteous behavior and effective problem resolution.
• Greets the public and directs them to activities; answers multi-line telephone, and provides information on District programs, facilities and events.
• Serves as cashier for a variety of transactions including drop-in facility fees, program registration, pass sales, concessions, etc.  May process refunds, credits, and transfers.
• Assists the general public with program enrollment both in person and online. Notifies participants of programs/class cancellations or changes.
• Schedules and processes facility rentals.  Assists customers in understanding facility rental guidelines and requirements.
• Provides various clerical duties such as data entry, word processing, filing, photocopying, inventorying and maintaining bulletin boards and display cases, etc.
• Maintains safety, cleanliness, and organization of work area and surrounding lobby area.  Assist with other cleaning as assigned.
• Performs emergency support as directed in the emergency action plan.
• Acts as a Mandatory Reporter; reports incidents of child abuse/neglect.
• Communicates and reports safety concerns promptly to the appropriate person(s).
• Performs other job-related duties as assigned.

KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS:

The individual in this classification is expected to possess and exhibit the following knowledge, skills and abilities.

Strong Knowledge of:

• Customer service standards;
• Cashier and money handling procedures;
• General office practices;
• Multi-line telephone systems; and
• Basic math, spelling, business writing and grammar.

Skill and Ability to:

• Communicate effectively, tactfully, and pleasantly with the public and all contacts, including in person, by phone or e-mail;
• Maintain focus and organize and prioritize own work with frequent interruptions and distractions;
• Work independently while also able to work cooperatively with others;
• Navigate difficult conversations or conversations with upset people while maintaining rapport;
• Proficiently operate a variety of office equipment including computer, phone system, and copy machine;
• Demonstrate excellent multi-tasking skills; and
• Create a positive, constructive and respectful relationship with staff and the general public.
• Basic office software, i.e.- Microsoft Outlook, Teams, etc.

QUALIFICATIONS:

The following are minimum qualifications for this classification.

Education, Experience, and Training:

1. High school diploma or equivalent; AND
2. One (1) year of customer service experience with cashiering and computerized processing experience; OR
3. Any satisfactory combination of education, experience and training.

WORKING CONDITIONS:

The following are working conditions, including environmental and physical demands, required for this classification.

• Duties are primarily performed in a public reception environment.
• Remain in a stationary position (sitting or standing) for extended periods of time, move about the office occasionally.
• Making substantial movements (motions) of the wrists, hands, and/or fingers.
• Ability to maintain sustained concentration on computer screens; use keyboards and variety of peripherals.
• Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other works accurately, loudly or quickly.
• Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication and making fine discriminations in sound.
• Ability to have clarity of vision at 20 inches or less.
• The flow of work and character of duties involve normal mental and visual attention much or all of the time.
• Physical exertion includes the ability to lift, carry and push up to 15 pounds for books, files, manuals or boxes.
• Requires crouching, bending, kneeling or reaching to perform filing activities.
• Visually scan lobby environment up to 30 feet for safety concerns.

STATUS:

Non-Exempt

Full-Time or Part-Time

Benefits: Full-time | Part-time, benefited

Current Job Opportunities