CITY OF LAS VEGAS

CLASSIFIED

CUSTOMER SERVICE REPRESENTATIVE

Class. specifications are intended to present a descriptive list of the range of duties performed by employees in the
class. Specifications are not intended to reflect all duties within the job.

DEFINITION

To serve as the first public contact for telephone or walk-in customers to city facilities; to watch
for and report any safety hazards and unusual activity.

SUPERVISION RECEIVED

Receives direct supervision from higher level supervisory or managerial staff.

ESSENTIAL AND MARGINAL FUNCTION STATEMENTS—Essential and other important

responsibilities and duties may include, but are not limited to, the following:

Essential Functions:

1. Serve as the first public contact for telephone or walk-in customers to city facilities.
Demonstrating courtesy and friendliness, greet customers, answer questions, provide
directions, direct customers to proper location for service, inform staff of visitors’ arrival,
take messages.

2. Provide forms to employees and customers and provide basic and routine information
regarding departmental policies and procedures; may be required to call departments to
obtain answers to questions.

3. Perform routine record keeping duties, such as filing, distributing mail and maintaining
activity logs.

4. Retrieve data from computer terminal or PC; use common office software programs to
prepare basic memos, letters, reports and other documents.

5. Keep informed about office activities in order to communicate this information to the
public.

6. Watch for and report any fire or safety hazards and unusual or prohibited activity such as
loitering, vandalism or soliciting.

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Customer Service Representative (continued)

Essential Functions:

7. Assess difficult situations and respond to customer issues; call appropriate authority in
situations requiring assistance.

Marginal Functions:

1. Perform related duties and responsibilities as required.

2. May make inspection rounds of buildings and report any vandalism, prowlers or other
incidents to appropriate authority.

3. Escort individuals to and from city facilities.

4. May attend training workshops to develop awareness of security precautions.

QUALIFICATIONS

Knowledge of:

Modern office procedures, methods and computer equipment.

Basic principles and procedures of filing and record keeping.
Correct business English usage and grammar.
Services, policies and procedures of the assigned department.
Techniques for dealing with the public, in person and on the telephone.
Services provided by other city departments and their locations.
Telephone etiquette.
Security procedures and techniques.
Occupational hazards and safety precautions involved in assigned responsibilities.
Common office software, such as email, word processing, spreadsheet and database.

Ability to:

Provide courteous and informed assistance to the general public.

Deal tactfully with the public and effectively enforce rules and regulations.
Correctly interpret, explain and apply city policies and procedures.
Understand and follow written and oral instructions.
Provide quality customer service.
Determine the nature of the call or visit and relay appropriate information.
Communicate with a variety of individuals from various socio-economic, ethnic and cultural
backgrounds.
Present a professional image to the public in appearance and demeanor.
Handle and follow through on a large volume of telephone inquiries.
Listen to and comprehend a customer’s question.
Be aware of surrounding and notice when something appears to vary from the unusual.
Work independently in the absence of supervision.

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Customer Service Representative (continued)

Ability to:

Exercise sound judgment in evaluating situations and making decisions.

Recognize safety hazards, property damage, malfunctions and unusual occurrences.
Demonstrate dependability.
Communicate clearly and concisely, both orally and in writing.
Establish and maintain effective working relationships with those contacted in the course of
work.
Maintain effective audio-visual discrimination and perception needed for:
-- Making observations;
-- Communicating with others;
-- Reading and writing; and
-- Operating assigned equipment.
Maintain mental capacity which allows the capability of:
-- Making sound decisions;
-- Effective interaction and communication with others; and
-- Demonstrating intellectual capabilities.
Maintain physical condition appropriate to the performance of assigned duties and
responsibilities which may include the following:
-- Sitting or standing for extended periods of time; and
-- Operating assigned equipment.

Experience and Training Requirements

Experience:

One year of routine public contact or customer service experience required, with security-
related experience desirable. Experience with Microsoft Outlook, Word, Excel and Access
desirable.

Training:

Equivalent to graduation from high school.

Special Requirement

Must type 35 net words per minute, as demonstrated by a typing certificate dated no more than
one year prior to the date of application.

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Customer Service Representative (continued)

WORKING CONDITIONS

Environmental Conditions:

Office environment; exposure to computer screens; may be exposed to hostile or difficult

individuals.

Physical Conditions:

Essential and marginal functions require maintaining physical condition necessary for sitting or
standing for prolonged periods of time.

ARB
REV 1/24/01
FLSA & City: nonexempt

CSB 2/14/01