Summary
The Village of Lisle is currently seeking its next Customer Service Representative. This individual works within a team environment and is responsible for providing internal and external customer service; models outstanding service by resolving customer inquiries to the greatest extent possible, processes utility billing payments, permits and other transactions.
Essential Functions
- Provides excellent customer service to the public, government agencies, fellow staff members and others in person, over the phone, and through electronic correspondence.
- Regular and consistent attendance to ensure proper coverage at the Customer Service front desk.
- Accepts funds and performs financial functions for the daily operation of the Village; processes online banking payments.
- Provides administrative support as needed, including general clerical functions such as notarizing documents and responding to requests for documentation.
- Supports the utility billing process through managing new and existing accounts; coordinates with Village and DuPage County personnel; works to resolve customer billing and usage disparities.
- Organize and process incoming and outgoing mail; follow appropriate document storage and indexing procedures.
- Assists with permitting, and licensing; maintains related databases with accurate and current information.
- Maintains commuter-parking records and respond to customer inquiries regarding commuter parking.
- Provides assistance to other departments within the Village.
Competencies
- Models customer service best practices that include offering friendly, courteous and efficient service in the delivery of a high-quality customer experience.
- Problem solving abilities, professionalism, and the capability to educate customers on Village programs, policies or ordinances; the capability to exercise tact and diplomacy as needed.
- Strong organizational and time management skills; ability to multi-task, work independently with minimal supervision, exercise good judgment, take initiative and navigate interruptions and deadlines.
- Awareness of, and appreciation for, cultural diversity in the work environment and in the larger community.
- Attention to detail; ability to prioritize tasks, manage workloads and successfully manage large volumes of work-related activities.
- Ability to work under pressure, embrace ownership of the customer service experience and maintain high-quality customer service standards.
- Ability to work effectively in a team environment and make constructive recommendations to improve overall departmental efficiency.
- Strong verbal and written communication skills; the ability to understand and follow complex verbal and written instructions; knowledge of modern office procedures, methods and computer equipment.
- Familiarity with and comfort using computers, financial software, database management, related web-based software programs, generation of internal and external communications, data compilation, and analysis.
- Maintain an awareness of emerging technologies and potential applications to provide support to the department, other agencies, and the community.
Physical Demands and Work Environment
The physical demands that must be met by an employee to successfully perform the essential functions of this job include regularly talking, hearing, traveling from place to place, handling objects, and reaching with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. This position requires the ability to occasionally lift office products and supplies that weigh up to 25 pounds from overhead to ground level locations as well as operate office machinery.
Ability to perform a variety of physical and mental skills including but not limited to standing or sitting for extended periods of time, reading, writing, make sound decisions, use good judgment and demonstrate intellectual and communication capabilities.
Minimum Qualifications
- High school diploma or equivalent.
- Must be at least 18 years of age.
- Two (2) – three (3) years of direct customer service experience preferred.
- ICC Permit Technician Certification a plus.
- Excellent public service skills; bilingual skills a plus.
- Proficiency in Microsoft Office, specifically Excel.
- Prior experience using OpenGov strongly preferred.
Compensation
- This position is FLSA non-exempt with an excellent benefit package, including health and life insurance, IMRF pension, vacation time, paid holidays and sick days. The salary range for this position is $53,535.00 - $62,904.00 based on qualifications.
Pay: $53,535.00 - $62,904.00 per year
Benefits:
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Retirement plan
- Vision insurance
Application Question(s):
- do you have prior experience using OpenGov?
Experience:
- Customer service: 2 years (Required)
Work Location: In person
