Provides customer service by answering phones and assisting with resolving customer issues. Tracks customer calls and resolutions into database, coordinates schedules and appointments, and relays messages between departments as needed. Responsible for direct customer service activities involving the handling of citizens concerns regarding Solid Waste Services. Provides customers with information with possible solutions for their concerns; and receives incoming calls related to Solid Waste and Landfill questions.
ESSENTIAL DUTIES & RESPONSIBILITIES
The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.
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Serves as the initial point of contact to receive and address customer concerns, questions, or complaints. Answers calls, responds to emails, and communicates in person with customers and guests; provides general information and/or forwards inquiry to the proper employee or department as appropriate.
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Creates, enters, and maintains records and customer call information in database for call-tracking and resolution reporting.
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Processes payments and maintains inventory control.
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Will be required to drive a City vehicle for City business use.
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Provides direct service to customers by processing 311 requests regarding Solid Waste Services.
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Follows up on open 311 requests assigned to Solid Waste and closes them on a timely manner.
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Provides Information regarding Solid Waste policies, City ordinance, and schedules to citizens.
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Checks customer's information to ensure that accounts are active before issuing a new trash can; confirms location is residential, commercial or downtown commercial to ensure garbage fees are in accordance to Ordinance fees; reports changes of garbage services to administrative fees on locations that have private garbage services.
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Resolves customer complaints accordingly at Solid Waste site and/or on the field.
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Tracks complaints and ensures that they are handled properly.
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Keeps track of trash cans that are dispensed daily to ensure an accurate inventory; delivers and picks up garbage cans for residential, commercial and downtown locations; delivers additional green cans as requested by customers; replaces any broken garbage cans; unloads any returned garbage cans back to the Solid Waste location; keeps inventory of issued out garbage cans based on location (home, apartment, or commercial).
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May confirm location of active water meter's and reports any business that do not have a City account for appropriate fees to be disseminated.
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Assists with office duties such as typing reports, meeting and assisting citizens who walk into the office with a Solid Waste related issue.
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Takes and relays messages to Administration Staff.
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Prepares work orders to have addresses inspected for additional trash cans, or incorrect billing concerns.
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Prepares reports for supervisors on each zip code to ensure that branches and recycle concerns are attended on a daily basis.
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Schedules and coordinates the delivery of trash cans for City events, exchanges or inspection; checks and completes work orders accordingly.
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Performs related duties and fulfills responsibilities as required.
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Will be required to drive a City vehicle for City business use.
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Performs other duties as assigned.
COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES
Knowledge of:
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Knowledge of City ordinances, protocols, and policies.
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Knowledge of City services and departments.
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Knowledge of basic arithmetic.
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Knowledge of modern office procedures and methods including computers and applicable software, such as Microsoft Office, AS400, or FIS.
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Knowledge of English grammar, spelling, and punctuation.
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Knowledge of utilizing Google maps.
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Knowledge of locate and read water meters at service addresses.
Skills and Abilities:
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Skill in planning, organization, and time management.
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Skill in performing a variety of duties, often changing from one task to another of a different nature.
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Skill in critical thinking and logical reasoning.
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Skill in customer service delivery.
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Ability to build and maintain effective working relationships with others.
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Ability to communicate clearly and effectively both orally and in writing.
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Ability to maintain good planning and organizational skills.
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Ability to take and follow directions from supervisor.
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Ability to perform strenuous work and routine work.
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Ability to maintain a valid Texas Driver License and a good driving record.
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Ability to project a positive and professional image of the City of Laredo.
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Ability to effectively communicate both orally and in writing in the English language and orally in the Spanish language.
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Ability to comply with all City of Laredo's policies and procedures.
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Ability to maintain good health and physical condition sufficient to permit the full performance of the duties of this position.
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Ability to operate a Forklift.
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Ability to meet schedules and work deadlines.
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Ability to prepare and maintain records of work orders.
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Ability to read maps, use a computer keyboard, type a minimum of 40 WPM and maintain and update manual and electronic files and record systems.
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Ability to make arithmetic computations and tabulations accurately.
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Ability to maintain clerical records and to prepare reports from such records.
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Ability to build and maintain effective working relationships with others.
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Ability to use computer hardware, various software programs and technologies, including word processing and spreadsheet programs.
WORK ENVIRONMENT/CONDITIONS AND PHYSICAL DEMANDS
Physical Effort Requirements Position will have the following exposures
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Office or similar indoor environment, relatively free from unpleasant environmental conditions or hazards.
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Occasional exposure to unpleasant environmental conditions and/or hazards. Occasional outside work.
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Frequent exposure to unpleasant environmental conditions and/or hazards. Majority of work performed outside or with exposure to risk.
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Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
Work Environment Locations Position will require the employee to work in the following types of work environments
Never
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Construction site
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Confined space
Sometimes
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Outdoor environment
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Street environment (near moving traffic)
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Vehicles
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Warehouse environment
Often
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Office or similar indoor environment
Exposures Position will require the employee to be exposed to the following environmental elements
Never
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Individuals who are hostile or irate
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Individuals with known violent backgrounds
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Extreme cold (below 32 degrees)
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Extreme heat (above 100 degrees)
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Communicable diseases
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Moving mechanical parts
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Fumes or airborne particles
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Toxic or caustic chemicals or substances
Seldom
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Loud noises (85+ decibels such as heavy trucks, jack hammers, construction)
Travel Position will require the employee to travel
Never:
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National travel
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International travel
Seldom:
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Local travel
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Regional travel
Required Certifications or Licenses
As part of the minimum requirements for all positions with the City of Laredo, a thorough background check and certified school transcripts will be required from all applicants who are offered employment.
Effective February 24, 1997, all selected applicants are required to undergo a drug and alcohol test prior to employment.
Effective January 7, 2008, all persons in safety-sensitive functions/positions, as per City of Laredo Drug and Alcohol Policy definition, shall be subject to random drug and alcohol testing.
A person with a disability who needs a reasonable accommodation related to a selection process is requested to contact the Human Resources Department at (956) 791-7480 two days prior to the scheduled interview and/or test if applicable.
City of Laredo is an Equal Opportunity/Affirmative Action/Pro Disabled and Veteran Employer. We welcome differences in the form of gender, race, ethnicity, disability, geography, socioeconomic status, age, politics, religion, philosophy, sexual orientation, or gender identity. All applicants who share this goal are encouraged to apply. Must be able to function in a principle-based organization that has a culture built on character and core values.
