Salary : $47,548.80 – $59,425.60 Annually
Location : 206 S. Main Street – Greenville, SC
Job Type: Full Time
Job Number: 01020
Department: COMMUNICATIONS & ENGAGEMENT
Division: COMMUNICATIONS & ENGAGEMENT
Opening Date: 09/04/2023
Closing Date: 9/15/2023 11:59 PM Eastern
FLSA: Non-Exempt
Brief Description
Job Summary
Under regular direction and in compliance with standard operating procedures and policies and in collaboration with the Customer Service Representative, coordinates the operations of the City of Greenville’s customer service center. Provides responsive customer service via call-ins, e-mail, social media inquiries, and in person to determine the nature of the issue and provide appropriate response or referral. Provides a wide level of administrative support to Department Director and managers to ensure efficient operation of the office. Assists in maintaining department budgets, process invoices, and produce various expense reports as necessary. Performs analytics and reporting related to City-wide operations and services.
Job Duties
Essential Functions
- Provide Responsive Customer Service: Attend to customer requests for service and/or information in person, by phone, social media, or e-mail handling customers with respect and diplomacy. Greet, answer questions, and provide general information to City Hall visitors. Respond to questions and requests for information or direct individuals to appropriate office, department, or personnel. Enter service requests into applicable work management system accordingly. Monitor status of service requests and follow up with responsible department(s) and customer(s) as appropriate. Administer the neighborhood texting service to include creating and maintaining stakeholder texting groups. Coordinate with department liaisons to obtain the latest information regarding City operations, programs, and services impacting stakeholders and the public customer base at-large.
55%
- Provide Administrative Support: Provide administrative support to Department Director and managers to ensure efficient operation of the office. Perform word processing, data entry, maintaining files, document duplication and collecting and distributing department mail. Prepare and provide statistical reports of customer requests for service utilizing various systems, databases, and/or other tracking methods. Provide input for improvements to work management system and customer service center operations. Prepare and edit a wide variety of written documents and correspondence (e.g., statistical, and descriptive reports, meeting agendas, letters, memos, and administrative reports). Verify accuracy, grammatical correctness, and completeness of critical documents. Schedule and coordinate meeting logistics. Order and maintain adequate office and miscellaneous supplies. Assist with onboarding new employees (e.g., coordinating with Information Technology to setup computer, Parking Services for parking pass, providing office supplies, etc.).
25%
- Assist with Department Finances: Assist in maintaining department budget and various expense reports. Process invoices for payment and enter purchase orders and requisitions into financial management system. Ensure that all payment requests are processed correctly, in a timely manner, and charged to the proper account. Work in coordination with accounts payable personnel to resolve outstanding payments. Identify discrepancies and follow up with appropriate personnel for corrections. Submit quarterly budget transfers and work with accounting and finance staff to reconcile accounts as needed. Maintain petty cash and process reimbursements for out-of-pocket purchases.
20%
Perform other duties as assigned.
Qualifications
Job Requirements
- Associate degree in business administration, management, or a related field.
- Over two (2) years up to and including four (4) years of responsible customer service, office management, or high-level administrative experience.
- Any equivalent combination of education, training, and experience, which provides the requisite knowledge, skills, and abilities for this job, may be considered at the discretion of City management.
Preferred Qualifications
- Call-center customer service experience.
- Bilingual (Spanish).
Driver’s License Requirements
- Valid South Carolina Class D Driver’s License.
Performance Requirements
Knowledge of:
- City operations, structure, and responsible parties.
- Customer service principles and methods.
- Standard office practices and equipment.
- Computer research techniques, methods, and procedures.
Ability to:
- Effectively handle customer inquiries with accuracy, diplomacy, and tact.
- Use effective judgment in discussing and resolving customer related issues consistent with City and department policies and procedures.
- Communicate basic to complex ideas verbally and in writing in a clear, concise and professional manner; prepare written reports, summarize meeting minutes, and compose emails, business letters, and various correspondence.
- Develop and maintain cooperative and professional relationships with employees and all levels of management to include representatives from other departments, external organizations, and the general public.
- Appropriately handle confidential information.
- Maintain excellent organization and attention to detail; develop and maintain filing systems; and maintain complex records using a variety of source materials.
- Understand and follow complex oral and written instructions.
- Work with frequent interruptions and changes in priorities.
- Type, take, and transcribe dictation.
- Review, proofread, and/or edit assigned work products to ensure correct grammar and consistency of format.
- Make basic mathematical calculations, track, and reconcile expenditures as well as ensure accuracy of invoices and other related documents.
- Write reports, prepare business letters, summarize meeting minutes, and compose emails in a clear and professional manner.
- Read papers, periodicals, journals, manuals, and policies.
- Operate general office equipment to include scanner, printer, copier, telephone, and computer with Microsoft Office Suite.
- Utilize specialized software and systems in performance of job duties which may include work management system, mapping system, and purchasing and financial systems.
Other Information
Working Conditions
Primary Work Location: Office environment.
Protective Equipment Required: None.
Environmental/Health and Safety Factors: Relatively free from unpleasant environmental conditions or hazards.
Physical Demands: Continuously requires hearing, vision, talking, and sitting. Frequently requires fine dexterity and handling. Occasionally requires reaching, twisting, bending, standing, and walking, and bending. Light strength demands include exerting up to 10 pounds occasionally or negligible weights frequently; sitting most of the time.
Mental Demands: Constantly requires frequent change of tasks and performing multiple tasks simultaneously. Frequently requires tedious or exacting work and working closely with others as part of a team. Occasionally requires time pressures and working in a noisy/distracting environment.
Americans with Disabilities Act Compliance
The City of Greenville is an Equal Opportunity Employer. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. Prospective and current employees should contact Human Resources to request an ADA accommodation.
Disclaimer
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
The City of Greenville offers a comprehensive and affordable benefits package designed to provide a variety of choices to best fit the needs of our employees and their families. View more details about these benefits here:
HEALTH INSURANCE
The City offers the following health insurance options to eligible employees:
- Medical
- Dental
- Vision
- Basic Term Life
- Employee Supplemental Life
- Spouse Term Life
- Child Term Life
- Short Term Disability (STD)
- Long Term Disability (LTD)
- Voluntary Benefits (Critical Illness, Accident, Hospital Care, etc.)
All health insurance coverage is effective the first of the month following the employee’s hire date except for LTD which is effective the 91st day following date of hire.
LEAVE & HOLIDAY BENEFITS
- General Leave is earned/accrued biweekly by all regular, full-time and permanent part-time employees as a percentage of normal work hours.
- The City of Greenville observes 11 paid holidays.
RETIREMENT BENEFITS
The City is a member of the South Carolina State (SCRS) and Police Officers (PORS) defined benefit Retirement Systems.
AWARDS & RECOGNITION
- Employee Recognition & Awards Program (ER&A)
- Employee Service Awards
- Longevity Bonus
OTHER BENEFITS & OPPORTUNITIES
- Worker’s Compensation
- Deferred Compensation
- Flexible Spending Accounts (FSA)
- Employee Assistance Program (EAP)