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HomeMy WebLinkAbout4I, Motion to Approve the Customer Service Specialist job description ~ ~ILLS Request for Council Action ~ Prepared By: Sue Iverson, Finance Director Council Meeting Date: December 8, 2008 A motion to approve the Customer Service Specialist job description which combines the current Office Support Specialist duties and the current Customer Service Representative duties and re-class this position from Grade 3 to Grade 4 effective December 1,2007. Budgeted Amount: $0 Actual Amount: $972 Funding Source: General Fund Funding for this will come from the contingency dollars in the General Fund. Supporting Documents: 1. See the attached memo from Sue Iverson dated December 1, 2008 2. Customer Service Specialist job description ~ ~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. Memo City Council Revised Job Description for Customer Service Representative and Reclassification 2 RECOMMENDED ACTION: Motion to approve the Customer Service Specialist job description, and re-class this position from Grade 3 to Grade 4 effective December 1, 2007. ~ ~HILLS April 4, 2008 CITY OF ARDEN HILLS POSITION DESCRIPTION Position Title: Department: Accountable to: Positions Supervised: Status: Customer Service Specialist Administration Finance Director None Full-Time, Non-Exempt SUMMARY Serves as a Customer Service Specialist for the City, assisting with inquiries on City services and programs to the appropriate departments and/or individual (s). Provides clerical and administrative support to all City departments. ESSENTIAL FUNCTIONS OF THE POSITION Provides reliable customer service to all in person visitors, guests and phone customers. Serves as the first point of contact for public inquires; assists the general public with questions on city services, programs and events; answer or route phone calls, provide information to the general public. Provides clerical and administrative support to all City departments; prepares various correspondence including memos, reports, the compilation, preparation and distribution of Council and Board and Commission packets, other support information and legal notices. Orders and maintains office supplies for City staff . Registers participants and collect fees for City programs. Assists in preparing and processing licensing applications and registration for waste haulers, liquor, peddlers, business, contractor, gambling and other City licenses and permits. Receives, processes, logs and issues building-related permits. Generates and provides necessary reports; scans and files permit-related information. Provides assistance in the elections process, including administering absentee voting, organizing election materials, and assisting on Election Day. Creates and maintains City files and records to ensure City information is complete, available, accurate and current. Creates and maintains databases; enters department data on the computer in order to maintain and generate accurate computer inquiries and reports. Cash receipts payments to the City; processes daily utility bills and other City fees; and prepares and processes City deposits. Attends, takes and prepares minutes for the City boards and commissions. Assists in posting information to, maintaining and updating the City's web site. Prepares promotional flyers and other informational brochures for City departments. Generates permits and answers questions related to permits and processes. Performs other duties as apparent or assigned. QUALIFICATION REQUIREMENTS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE High School Diploma or GED. Minimum two (2) years experience in a clerical or secretarial capacity; or equivalent combination of education and experience. LANGUAGE SKILLS Ability to read and interpret documents such as operating and maintenance instructions, policies, and regulations, ordinances, codes, contracts, and procedure manuals. Ability to prepare reports and correspondence. Ability to communicate effectively both orally and in writing with supervisors, City staff, elected officials and the general public. MATHEMATICAL SKILLS Ability to make arithmetic computations using whole numbers, fractions and decimals. Ability to compute rates, ratios, and percentages. OTHER KNOWLEDGE, SKILLS, AND ABILITIES Considerable skill in using computer programs such as Word, Excel, and Publisher. Ability to operate various types of office equipment. Ability to organize and prioritize work and multitask. Ability to establish and maintain relationships with all staff. PHYSICAL DEMANDS The physical demands described here 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 functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls and talk or hear. The employee frequently is required to sit. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.