Customer Service Representative

Essential Job Functions

• Develops, coordinates, promotes and implements FGUA customer service goals and objectives.
• Considerable knowledge of customer service principles, practices and procedures.
• Ability to exercise sound judgment in decision making.
• Ability to coordinate and discuss with officials and the general public customer service issues and problems.
• Ability to establish and maintain effective working relationships with the general public, co-workers, elected official, and members of diverse cultural backgrounds.
• Ability to listen and ascertain the needs of customers; ability to research and communicate accurate information concerning processes; policies and procedures to customers; ability to respond to customers tactfully and courteously.
• Produces and coordinates publications, brochures, newsletters, videos, web information, and other materials.
• Initiates new strategies to improve existing efforts; provides advice to program and project managers to improve community relations; develop strategies and methods to enhance and encourage public involvement.
• Prepares and presents written and verbal communication for various audiences.
• Participates on various teams, committees and chambers; represents FGUA at public meetings, including city and county commission meetings.

Minimum Qualifications & Education

• Graduate from an accredited four-year university with a bachelor’s degree in communications, public administration, business, planning/community development, or related fields plus a minimum of five (5) years of hands-on experience in customer/public assistance work.
• Candidate must demonstrate success in building a team approach to customer problem solving and experience in providing presentations before elected officials, civic organizations and neighborhood groups.

Knowledge, Abilities & Skills

• Knowledge of public relations/problem resolution and public involvement techniques and strategies.
• Knowledge of media relations strategies; working knowledge of effectively communicating public service operations and capital project implementation, department or program being represented.
• Knowledge of elements of web-page design; ability to write and oversee the design of promotional and informational materials. Ability to design and manage public involvement programs, communication materials and information strategies.
• Ability to establish effective working relationships with the media, employees, managers, citizens, appointed and elected officials; ability to work in a team environment and to work independently.
• Ability to communicate effective, both orally and in writing, ability to make persuasive public presentations; ability to listen and respond to citizens and other customers on a variety of customer service issues.
• Ability to accomplish goals using sound analytical and decision-making skills, and to creatively problem-solve complex issues.