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The County of DuPage
Wheaton, Illinois

Job Details for 1911 - Customer Service Assistant

Job Description

FLSA STATUS: Non-Exempt
GRADE: 108

POSITION SUMMARY
Under general supervision; performs work of routine difficulty in operating a call distribution and information center, provides basic information and referral and performs general office duties; performs related work as required.

DISTINGUISHING FEATURES OF THE CLASS
Employees in this class perform para-professional work in the operations of a call distribution and information center by gathering data to identify the requested need of the caller and provides rapid and accurate information and referral. General office duties may be performed but prime emphasis is on the telephone duties. Work is performed under the general supervision of the manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES
The list of duties and responsibilities is illustrative only, and is not a comprehensive listing of all the duties and responsibilities performed by positions in this class.

• Processes incoming and outgoing calls through the operations of a call distribution and information center
• Provides general information to County or State residents/clients in response to direct inquiries
• Provides a variety of information about County or State services, locations, and other matters or refers questions to appropriate parties
• Gather basic information from the caller to begin an intake process
• Receives individuals or directs them to proper location
• Receives, sorts, distributes and reviews mail independently
• Answers TDD (Telecommunications Device for the Deaf) calls
• Compiles, enters and distributes monthly telephone statistical reports
• Provide data entry of reports as needed
• Operates a personal computer or mainframe systems
• Performs other general office duties as assigned
• Maintains regular attendance and punctuality

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES
• Adjusts work assignments and schedules in the event of an emergency to participate in emergency preparedness, response, and recovery activities as assigned.
• Depending on assignment may maintain required emergency management training, licensure and/or certifications.
• Performs related duties as required or assigned within job classification.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and /or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Knowledge of:
• Operation of a call distribution and information center
• Office practices, procedures and equipment
• Public and private resources
• Business English, Spelling and Arithmetic.

Skill in:
• Operation of a call distribution and information center including clear and distinct enunciation, courtesy, patience, and accuracy
• Using computer hardware and software including work processing, spreadsheets, databases, email, etc.
• Receiving and directing visitors
• Performing general office duties
• Understanding needs and motivations of customers
• Handling crisis situations
• Use of basic office machines.

Ability to:
• Manage projects and multiple priorities simultaneously
• Establish and maintain effective working relationships with department and division staff, other departments and others, such as vendors
• Communicate and use interpersonal skills to interact with coworkers, supervisor, the general public, etc. to sufficiently exchange or convey information and to receive work direction
• Ensure compliance with applicable federal, state, and local laws, rules, and regulations and statutory requirements
• Interpret department policies
• Convey excellent oral and written communication
• Work effectively under stress
• Maintain confidentiality

SUPERVISORY RESPONSIBILITIES
None

EDUCATION and/or EXPERIENCE
High School Diploma or General Educational Development (GED) equivalent and two (2) years of experience handling multiple telephone calls through the operations of a call distribution and information center, providing customer service and in general office work; or an equivalent combination of training and experience.

PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Position is typically office or administrative work and is not substantially exposed to adverse environmental conditions.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly 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.

CERTIFICATES, LICENSES, REGISTRATIONS
None