Lead Citizen Service Representative

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Class Title

Lead Citizen Service Representative

Class Code

1589

Salary

$54,267.20 - $72,758.40 Annually

+ Definition

+ Benefits

Classification Description Summary

Under direction, leads, oversees, and participates in the more complex and difficult work of staff responsible for performing a variety of specialized office support and clerical duties and activities in support of the City's Reno Direct customer service call center; oversees and participates in receiving and evaluating calls for City services; oversees and participates in entering information into computer aided request system; oversees and participates in providing a variety of general information to the general public, other agencies, and City staff; and performs a variety of specialized clerical and technical tasks relative to assigned areas of responsibility.

DISTINGUISHING CHARACTERISTICS

This is the advanced journey level class in the Reno Direct Citizen Service Representative series. Positions at this level are distinguished from other classes within the series by the level of responsibility assumed and the complexity of duties assigned including exercising technical and functional supervision over lower level staff. Employees perform the most difficult and responsible types of duties assigned to classes within this series. Employees at this level are required to be fully trained in all procedures related to assigned area of responsibility.

Essential Functions

The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.

Lead, plan, train, and review the work of staff responsible for providing the services and activities of the City's Reno Direct customer service call center; participate in performing the most complex work of the unit.

Train assigned employees in their areas of work including appropriate methods, procedures, and techniques.

Verify the work of assigned employees for accuracy, proper work methods, techniques, and compliance with applicable standards and specifications.

Maintain a variety of records and files related to assigned operations; prepare reports as required including reports related to numbers of calls for service.

Perform the full range of specialized office support duties in support of the City's Reno Direct customer services call center; receive incoming telephone calls; evaluate requests for service according to established procedures and guidelines; elicit essential information from callers including description and location of incident and caller's contact information.

Enter pertinent information regarding calls for service into a service request format utilizing a computer aided request system; enter and retrieve information from various database systems including QAlert, Tidemark, and GIS staff maps.

Assist the general public, outside groups and agencies, and City staff by providing routine information related to specific program area or City operations and activities in general; refer callers to appropriate City staff, department, or outside agency for further assistance as needed.

Provide training and assistance to departmental level staff in the use of service request tracking software.

Operate a variety of communication equipment including telephones and telecommunication devices for the deaf (TDD); operate a variety of office equipment including a computer, typewriter, switchboard, copier, and facsimile machine; utilize various computer applications and software packages.

Manage Office Depot Printing Budget; process invoices.

Order office supplies for the Office of Policy & Strategy and Office of Communications & Community Engagement.

Payroll for City Manager's Office (back up)

Assist Business License Division with incoming calls/inquiries for new and existing licenses, as well as processes for obtaining licenses for other entities as well as the City of Reno.

Assist Sewer Billing Division with inquiries for sewer accounts including a balance, explanation of billings and fees, and address changes.

Assist City Clerk Parking Ticket Division with incoming calls, receive payments for parking citations.

Provide mailroom coverage for Finance Department, including mail pick up at Post Office including certified/registered mail retrieval and delivery, sorting, and intake.

Perform related duties as required.

Minimum Qualifications

The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.

Knowledge of:

Operations, services, and activities of the City's Reno Direct customer service call center.

Principles of lead supervision and training.

Office procedures, methods, and equipment including computers and applicable software applications.

Methods and techniques of proper phone etiquette.

Customer service techniques, practices, and principles including methods and techniques of customer service call taking.

Operational characteristics, services, and activities of assigned City functions, programs, and operational area.

Organization, operation, and services of the City and of outside agencies as necessary to assume assigned responsibilities.

Techniques for questioning both emergency and non-emergency calls.

Streets, landmarks, and geography of the City.

Pertinent federal, state, and local codes, laws, and regulations.

Principles and practices used to establish and maintain files and information retrieval systems.

English usage, spelling, grammar, and punctuation.

Ability to:

Lead, organize, and review the work of staff involved in providing Reno Direct customer service call center services and activities.

Interpret, explain, and enforce department policies and procedures.

Independently perform the full range of specialized office support and clerical duties in support of the City's Reno Direct customer service call center.

Work under steady pressure with frequent interruptions and a high degree of public contact by phone or in person.

Respond tactfully, clearly, concisely, and appropriately to inquiries from the general public, outside agencies, and other City staff.

Effectively communicate with and elicit information from upset and irate callers.

Correctly interpret and apply general administrative and departmental policies and procedures.

Apply applicable federal, state, and local laws, codes, and regulations.

Operate office equipment including computers and supporting software applications; effectively utilize various specialized software applications.

Type and enter data at a speed necessary for successful job performance.

Establish and maintain a variety of files and records.

Plan and organize work to meet changing priorities and deadlines.

Understand and follow oral and written instructions.

Work in a team based environment to achieve common goals.

Coordinate multiple projects and complex tasks simultaneously.

Meet the physical requirements to safely and effectively perform the assigned duties.

Communicate clearly and concisely, both orally and in writing.

Establish and maintain effective working relationships with those contacted in the course of work.

Education and Experience Guidelines - Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Education/Training:

Equivalent to the completion of the twelfth grade.

Experience:

Three years of general office support and clerical experience including one year of experience in a customer service call center.

Supplemental Information

PHYSICAL DEMANDS AND WORKING ENVIRONMENT

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Environment: Work is performed primarily in a standard office setting.

Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information.

Other Requirements

Unrepresented

C19

Former title Senior Reno Direct Call Taker

Revised 03/2019

JD 11/2018

Please use this Health and Welfare Benefit Link ( to learn more about the City of Reno's great employee benefit plans and wellness programs.

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