INTERNAL UNION APPLICANTS WILL BE GIVEN FIRST CONSIDERATION

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DATE:8/19/13
STATUS:Regular, Full Time
SALARY RANGE:$34,887.79 - $43,373.39
TITLE:CUSTOMER SERVICES SPECIALIST
GRADE:18
DEPARTMENT:Building Services
LOCATION:705 N. Zeeb Rd.
UNION AFFILIATION:AFSCME 2733 Unit B
JOB SUMMARY:
Under general supervision, plans and performs varied, responsible and independent technical administrative, financial and customer service functions related to a variety of County operations; makes recommendations and assists in policy and procedure implementation; provides direction and training to other support staff; may have programmatic responsibility in a specific area; performs other related work as assigned. Initially under close supervision, employees gradually receive more complex assignments and work more independently as experience is gained.
EXAMPLES OF DUTIES
Interpretation of Rules/Procedures or Standards

  • Trains other team members in appropriate departmental and county procedures, operation of specific computer programs, and related tasks; organizes assigned work, sets priorities, and follows up to ensure coordination and completion of assigned work; may assist others in work procedures or coordinate the work of others on a project basis; works in partnership with other departmental staff in evaluating and addressing general needs of the department.
Customer Service

  • Provides assistance to the public and staff in person, through correspondence or over the telephone that requires knowledge of departmental functions and the interpretation of policies and procedures; refers the caller/visitor to the proper office or person; handles customer complaints in an efficient and effective manner so as to minimize future concerns; identifies and initiates appropriate appeal processes for customer use.
  • Monitors and enhances customer service in the division to which assigned through implementation of new strategies gained through the collection of feedback from customers.
Permitting Processes

  • Processes permit applications for divisions and programs through site-specific software; checks for accuracy and completeness of information, attaches necessary verifications and related records and routes to other employees as necessary to determine acceptance or rejection; reviews and understands complex applications and plans, and takes appropriate action based upon interpretation of what is required; Processes and issues certificates of Approval required for occupancy (commercial / residential); reviews and validates original documents presented by commercial businesses, state agencies and general public, including registration of contractor licenses; schedules site inspection requests and inputs results; monitors completion dates and generates lists of overdue activities.
Material Production

  • Researches, compiles, organizes and summarizes data and prepares various information and reports for departmental, local, state and federal requirements; researches and compiles a variety of informational materials; ensures that such information is timely and complete for meeting of boards, commissions and committees or for action by County staff.
  • Provides assistance in the development of content and the production of brochures, documents and curriculum.
  • Collates, staples and sorts reports and other materials, and stuffs envelopes or prepares materials for mailing and distribution, staying informed of the changes in the mailing rules and procedures.
Administrative & Clerical Processes

  • Generates a variety of correspondence, reports, forms and specialized documents from drafts, notes, dictated tapes or brief instructions; composes correspondence, resolutions and other materials independently; enters data and produces reports from a personal or mainframe computer system; proofreads prepared materials for accuracy, completeness and compliance with departmental and County policies and procedures.
  • Performs a variety of office support work such as processing mail; answering telephones; maintaining an inventory of office supplies, merchandise or office library; ensuring equipment and facility maintenance and repair; and making travel arrangements.
  • Provides staff support to a variety of committees and commissions; may serve on assigned committees; may prepare and distribute agendas, minutes and other materials; may maintain lists of appointees and proposed appointees.
  • Provides liaison support such as phone, facility, tech and web and other liaison duties as assigned.
  • Maintains calendar of office activities and management staff; schedules appointments; arranges for meetings and coordinates resources.
  • Organizes and maintains accurate records and files as mandated by state statutes and required for the work of the department; receives and processes necessary paperwork in accordance with State mandated programs; locates information as required for the work of the department; tracks the issuance of official documents; may purge files and/or prepare information for long-term storage.
  • May have programmatic support responsibility for a specialized departmental function that may require the exercise of independent judgment and application of knowledge under the direction of a professional or supervisory employee; performs specialized work related to the department to which assigned.
  • Represents the department or division in meetings with County staff and representatives of other agencies or organizations; participates on county committees and in professional development activities
Accounting/Fiscal Management

  • Calculates and collects fees for records and services; balance and reconcile daily receipts for divisions / programs; calculate and compile figures for periodic reports; keep account records for a specialized aspect of the division's/department's operation or a specific program area; maintain records for escrow and other specialized accounts; prepare billings, receive payments, post accounts payable and receivable, disburse or distribute funds; prepare trial balances, and reconcile bank and checking accounts to division's/department's records; prepare and make bank deposits; accounts for daily documents processed and revenue generated; provides record keeping and invoicing assistance to managers; may act as liaison with clients and other departments or agencies to follow-up on overdue accounts, and to answer inquiries and resolve problems involving the applications or interpretation of division/departmental accounting procedures; assists external auditors in locating and interpreting accounting records.
  • Coordinates, compiles, tracks and administers departmental or functional area budget; may research budget requests and make recommendations, including the transfer of funds from one account to another; compiles information, completes and proofs documents for presentation; reviews expenditures.
  • Processes, tracks and updates a variety of contracts, reports, forms and other materials and reviews for completeness, accuracy and conformance to County and other policies and procedures; effects changes as required.
Human Resource Data Management

  • Maintain, processes and verifies payroll, leaves, and related employee records.
  • Process and verify various documents related to new hires, current personnel changes and departing employee actions.
Data Entry and Data Management

  • Creates and maintains large database programs for clientele contracts/records.
  • Generate reports specific to function areas.
  • Performs other related work as assigned.
EMPLOYMENT QUALIFICATIONS
Knowledge of:

  • Policies, procedures, rules and regulations related to the department to which assigned, and the County in general.
  • Office administrative principles & practices, and record management procedures.
  • Principles of work organization, coordination, prioritization and delegation.
  • Correct oral and written English usage, including spelling, grammar and punctuation.
  • Basic budgetary, fiscal, accounting and financial record keeping principles and practices.
  • Business mathematics, including percentages, decimals and basic statistical analysis techniques.
  • Computer software related to the work, including but not limited to word processing, spreadsheet and database applications.
  • Research, data analysis and report preparation techniques.
  • Operation of standard office equipment, including trouble shooting problems.
Skill in:

  • Training others in work processes and procedures.
  • Working cooperatively in a team setting, establishing and maintaining effective working relationships with those contacted in the course of the work.
  • Using sound, independent judgment, tact, discretion and initiative within established procedural guidelines.
  • Interpreting, applying and explaining policies, and regulations.
  • Understanding and following a series of complex instructions.
  • Collecting, analyzing and evaluating varied information and data.
  • Preparing clear, concise and effective written materials.
  • Organizing work, setting priorities, coordinating multiple projects, meeting critical deadlines and following up on work with minimal supervision.
  • Communication skills, both written and oral.
  • Providing quality customer services under changing circumstances, including effectively handling difficult situations.
  • Performing varied and responsible detailed and complex office administrative work without close supervision.
  • Performing accurate mathematical, statistical or payroll calculations.
  • Demonstrated proficiency operating standard office equipment, personal computer and related software applications, with sufficient speed and accuracy to perform the required work.
  • Performing repetitive, detail oriented, and short-cycle work.
  • Organizing and maintaining accurate files and records.
LICENSES AND CERTIFICATIONS
  • Specified positions may require possession of a valid Michigan driver's license.
PHYSICAL DEMANDS
  • Duties require sufficient mobility to work in a normal office setting and use standard office equipment including a computer, vision to read printed materials and a VDT screen and hearing and speech sufficient to communicate in person or over the telephone.
These requirements may be accommodated for otherwise qualified individuals requiring and requesting such accommodations.
EDUCATION
  • High school graduate or equivalent.
  • Equivalent to the completion of two years of college, business or technical school training in a related field is desirable
EXPERIENCE
  • Three years of office administrative, financial, customer service or technical managerial support work.
  • Minimum two (2) years in customer service environment.
  • In depth experience with the construction industry to include: building trades, sewage and septic, and the ability to read and review site plans is required.
OTHER REQUIREMENTS
  • Must pass clerical test within the 50th percentile and data entry test within the 70th percentile
  • The following tests must be completed as part of the interview process with a pass score of 70% correct: Service Associate test, Microsoft Office Integration test, and Financial Math test
The above statements are intended to describe the general nature and level of work being performed by employees assigned this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

FILING DEADLINE: 9/6/13

CONTROL NUMBER: 1308-190-1878-0015

AN EQUAL OPPORTUNITY EMPLOYER

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