Job Details

Customer Service Assistant Featured

  2020-08-19     Santa Cruz Metropolitan Transit District     110 Vernon St. Santa Cruz, CA     $23.41 hour  
Description:

                 Salaries are on a six-step salary range schedule with 5% increases yearly

DEFINITION:

Under direct supervision of the Director, Marketing and Customer Service, a Customer Service Assistant performs journey-level and difficult clerical duties to relieve management staff of administrative detail; assists in the preparation of difficult correspondence, reports, budget documents, and manuals; researches and compiles data from multiple and varied sources to prepare reports or complete forms; coordinates and provides administrative support during meetings; and performs related work as required.

DISTINGUISHING CHARACTERISTICS:

Customer Service Assistant is a journey-level class in the series. An incumbent in this class performs a combination of administrative tasks as well as customer service tasks that require a broad general skill set, including good writing skills and the ability to manage inventory and small budgets and oversee office orders and materials procurement. An incumbent also develops and manages customer interaction tracking tools and provides final follow up with customers awaiting responses or customers who have submitted concerns to the District in writing. An incumbent will support the planning and execution of Department and agency events and activities as needed. This class uses technical, administrative duties that require substantial interpretation and application of laws, regulations, and/or specialized departmental and/or program policies.

EXAMPLES OF DUTIES AND RESPONSIBILITIES:

The duties listed below represent the various types of work that may be performed. The omission of specific statements of duties does not exclude them if the work is related or a logical assignment to this class.

  • Prepares and assists in the preparation of correspondence, customer complaint reports, budget reports and documents, manuals, detailed operating procedures, minutes, agendas, and other reports and written materials; researches and compiles data from multiple and varied sources to prepare reports or complete forms; compiles and organizes content; selects formats, edits, and proofreads various documents; and finalizes documents.

  • Prepares, monitors, and processes a variety of documents, including purchase requisitions, invoices, budget requests and transfers, expenditure claims, payment authorizations, check requests, and personnel/payroll actions.

  • Greets customers in person or over the telephone and directs them to appropriate officials, vendors, or departmental staff; answers inquiries on administrative matters, and provides standard forms as needed .

  • Develops and maintains customer service complaint data tracking; writes customer follow-ups; receives, closes out, and provides final responses on customer complaints or refers unresolvable issues to a superior.

  • Schedules meetings involving multiple participants and/or locations; prepares and distributes agendas and meeting materials; maintains appointment calendars for management.

  • Enters and retrieves information from both hard copy and electronic records; utilizes various manual and electronic tools to log, track, summarize, and report information.

  • Maintains, and updates general administrative filing systems in accordance with departmental records retention programs; documents retention storage; creates reference material.

  • Monitors budget, purchase order, and account balances and tracks expenditures; maintains department petty cash fund; organizes and oversees department contracts.

  • Requisitions and maintains inventory of supplies, parts, and materials; develops inventory control processes.

  • Develops and maintains mailing lists; prepares and distributes inter-office mail; prepares difficult external mailings.

  • Maintains all internal department communications and training materials; maintains all department policies and procedures and updates and communicates changes as directed by the Department Director.

  • Performs a variety of department office support duties such as assisting in coordinating projects and assignments; acting as backup for the Revenue Account Coordinator; and making employee arrangement to attend meetings.

  • Operates standard office equipment; utilizes standard business computer software in performing job tasks; may utilize specialized Santa Cruz METRO software.

  • May handle sensitive or confidential materials, records, files, and other privileged information.

  • Drives a Santa Cruz METRO vehicle to perform assignments.

  • Performs related work as required

EMPLOYMENT STANDARDS:

Knowledge of:

  • Modern office practices, equipment, and communication tools used for business functions and program, project, and task coordination, including computers and software programs relevant to work performed.
  • Clerical processes pertaining to accounting, purchasing, and data maintenance.
  • Methods of maintaining information in digital or hard copy files.
  • Clerical methods of researching, gathering, organizing, and reporting data.
  • Methods of prioritizing, planning, and organizing work.
  • Time management techniques.
  • Clerical customer service techniques.
  • Intermediate mathematics, including percentages and intermediate statistics.
  • Cash handling and balancing skills.
  • Advanced telephone techniques and etiquette.

Ability to:

  • Follow oral and written instructions accurately.
  • Maintain confidentiality of materials, records, files, and other privileged information.
  • Maintain records and control systems with accuracy and attention to detail.
  • Type finished copy from rough draft.
  • Input data into a database.
  • Adhere to established work schedules and timelines.
  • Maintain a calm demeanor in stressful situations.
  • Work independently using good judgment, tact, and discretion.
  • Balance multiple assignments simultaneously and effectively.
  • Effectively use computer systems, software applications relevant to work performed, and modern business equipment to perform a variety of work tasks.
  • Communicate clearly and effectively in both oral and written form.
  • Safely operate a vehicle to perform assignments.
  • Establish and maintain effective working relationships within the department and with other divisions, departments, agencies, suppliers, vendors, and the public.

MINIMUM QUALIFICATIONS:

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

Education, Training, and Experience:

Associate degree in business, marketing, communications, public relations, or related fields.

OR

Two (2) years of experience in advertising, marketing, public relations, customer service, or business related areas or vocational training.


LICENSES AND CERTIFICATES:
A valid California Driver's License will be required at the time of appointment and throughout employment.

Must be able to obtain and maintain a current, valid California Class "C" Driver's License.

APPLICANT PROCESS: Applicants must complete and submit an official Santa Cruz METRO on-line application and any other required documents specified on the job announcement from our website, www.scmtd.com. A separate application must be filed for each open position. Resumes will not be accepted and are recommended but may not be substituted for the required application. The standards and minimum requirements as stated on the front of this job announcement represent only the minimum required to file an application. Meeting the listed standards does not guarantee that a candidate will be invited for an examination or interview as the Human Resources Department reserves the right to limit the number of candidates to the most qualified for the position as determined by the Santa Cruz METRO staff. Certification of candidates from the Eligible List to the hiring department is made each time there is a vacancy. Santa Cruz METRO is an Equal Employment Opportunity/Affirmative Action Employer.

EMPLOYMENT / MEDICAL VERIFICATION: A medical examination paid by Santa Cruz METRO may be required of each prospective employee depending on position. The candidate's physical condition must be consistent with the requirements of the job duties to be performed. Candidates are cautioned that offers of employment are conditional and subject to the satisfactory completion of the medical examination where required, reference check, fingerprints, and other aspects of the employment process. Candidates offered employment are required to sign a loyalty oath to the State of California. Proof of American citizenship or authorization to work in the United States will be required.

SELECTION PROCESS:
The selection process may include one or more of the following: application review, application assessment, performance test, written test and/or oral interview examination.
The employment application, qualifying information questions and/or supplemental questions will be evaluated based on the employment standards and minimum qualifications listed above.

NOTE: All statements made on the application are subject to verification and investigation. False statements will be cause for disqualification, removal from the Eligible List, and/or discharge from employment.


Do not contact this company in solicitation of any product or service.

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