4I, Motion to Approve the Customer Service Specialist job description

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~ ~HILLS MEMORANDUM DATE: December 1,2008 TO: Honorable Mayor and City Council Ron Moorse, City Administrator FROM: Sue Iverson, Finance Director SUBJECT: Revised Job Description for Customer Service Representative and Reclassification BACKGROUND: In 2007, the City Council authorized a compensation study of non-union positions. During this study, it was found that the Customer Service Representative position did not quite fit into the new scale. After research and discussions with our consultant, Rod Kelsey, it has been determined that this position should be re-classed from Grade 3 to Grade 4 in our compensation system matrix. DISCUSSION: The City currently has two Office Support Specialists (Grade 4) and one Customer Service Representative (Grade 3). All three of these positions are cross-trained in a range of office support and customer service duties, while specializing in areas in which they have a particular interest and expertise. This makes these positions very similar in terms of level of responsibility. The attached revised job description more accurately reflects the functions of the Customer Service Specialist, and is the basis for the reclassification of the Customer Service Specialist position to the same level as the Office Support Specialist position. Staff recommends that these positions be kept separate instead of just combining them into one classification, as the Customer Service Specialist is the primary contact point for the public and this would specify these duties. In re-classing this position, the same criteria would be uSed to integrate the current incumbent in the Customer Service Representative position into the pay scale as was used for all other employees. (Note: The Customer Service Representative position did not receive an increase in December 2007 and only COLA on January 1, 2008, as the incumbent's then-current salary was outside the new pay range.) This would be a budget impact of$972 for 2008. This concurs with the recommendation of our consultant, Rod Kelsey.