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Customer Service Representative - Transportation Services & Resource ManagementCITY OF IOWA CITY - Job Description Job Class #07-18 FLSA Non-Exempt Civil Service Identification Position Title: Customer Service Representative – Transportation Services/Resource Management Department: Transportation Services/Resource Management Division: Transportation Services/Resource Management Supervisor: Resource Management Superintendent/Operations Supervisor Job Summary The duties of this position center around the customer service functions within the Transportation Services and Resource Management departments. The essential responsibilities fall in the general areas of customer service related to Parking, Transit, Landfill and Refuse Collection operations. This includes maintaining data within the parking management system, answering incoming phone calls, giving out transit route and schedule information and general clerical duties. This position answers incoming phone calls, processes payments and greets walk in customers. Essential Job Duties and Responsibilities Assists customers with Parking, Transit, Refuse and Landfill questions including tows, parking permits, parking meters, parking citations, transit routes, refuse collection and billing. Tracks and records parking ticket appeals. Processes bus pass sales and provides transit route information to general public. Makes appointments for household hazardous waste program. Serves as first contact person for all walk-in visitors. Establishes new parking accounts for contractor hood sales. Signs up customers for parking permits. Enters and updates parking ramp wait lists. Calls customers to offer parking permits and updates customer parking accounts. Enters customer data into parking management system. Monitors, analyzes, adjusts and verifies accuracy of parking information. Answers multiple phone lines at all times. Answers policy and procedure questions from the public and City employees regarding Parking, Transit, Refuse and Landfill operations. Job Class #07-18 Transportation Services/Resource Management Page 2 Updated 08/29/2019 Directs unanswered problems and inquiries to appropriate manager or City Department. Compiles statistics and other information utilizing data bases and spreadsheets. Performs computer data entry. Operates scale to weigh refuse and other items brought in and out of the City Landfill by customers. Prepares correct charge tickets for separate items. Collects fees. Prepares check requests, invoices for payment and P-card reconciliation for division expenditures using an accounting management program. Prepares bank deposits. Processes and reconciles point of sale cash register. Runs mail to City Hall daily. Sorts mail. Monitors and orders paper, first aid/safety supplies and office supplies. Distributes and processes all ADA Paratransit, and elderly and disabled pass applications and mails out certifications. Answers questions for the public regarding eligibility and low income discounts. Prepares and sends miscellaneous correspondence including parking collection letters. Conducts self in a manner which promotes and supports diversity and inclusivity in the workplace and community. Performs all other related duties as assigned. Physical and Environmental Conditions 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 and talk and hear. The employee frequently is required to sit and reach with hands and arms. The employee is occasionally required to stand, walk, stoop and kneel. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision. 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 essential functions. Job Class #07-18 Transportation Services/Resource Management Page 3 Updated 08/29/2019 The noise level in the work environment is usually moderate. Minimum Education, Experience and Certification High school diploma or equivalent required. One year experience in a position requiring extensive public relations skills required. One year experience utilizing computer spreadsheets, databases and word processing required. Must pass a criminal background check. Preferred Education, Experience and Certification Associate degree or equivalent in a related field from an educational institution accredited by a DOE recognized accreditation body preferred. Educational training in the use of spreadsheets, databases and word processing can substitute for one year of required experience. One year of experience handling customer calls utilizing multiple phone lines preferred. Knowledge, Skills, and Abilities Ability to communicate tactfully with co-workers and the general public. Ability to record statistical information and prepare various reports using computer spreadsheets and databases. Ability to follow written and oral instructions. Ability to perform basic mathematical calculations. Ability to use a personal computer to send out mailings, track information and data, and compile reports. The duties performed will require precise attention to detail and accurate data while multi-tasking between tasks. The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified in this position.