Customer Service Representative II

Employment Type
Full Time

Job Summary

Pay Range: $16.17 - $20.21

Through leadership, collaboration, analytics, and innovation the Customer Service Representative II is at the forefront of the City's mission to set the standard of excellence in public service.

• Provide customers who patronize the City of Olathe facilities and services with industry leading service and support.

• Show leadership capabilities when it comes to creating, implementing, and facilitating policies and systems for the City of Olathe Customer Service teams.

• Work closely with peers and management to analyze data and identify areas in which the team and organization can grow.

• Actively seek out opportunities to increase knowledge of systems and share findings with team.

• Exercise and possess strong decision-making skills with limited input from management.

Experience: Analyze data through system reporting and manual gathering. Proven ability to work effectively both independently and in a team-based environment

For more details, review the full job details and requirements below.

The primary function of the Customer Service Representative II is to provide front-line customer support for City services in response to customer requests in person, over the phone or online. The position focuses on evaluating requests, inquiries and complaints to find the most effective and efficient method of executing, providing information, or resolving the situation in a positive manner.

• Provide information to customers for various City services in like kind to how the request was submitted (in person, over the phone or online).
• Utilize multiple computer software applications to initiate and process service requests, reporting queries and internal process audits.
• Maintain elevated working knowledge of systems to support other customer service staff members.
• Assist Customer Service Supervisors as tier-one support for escalating customer issues.
• Exercise and possess strong decision-making skills with limited input from management.
• Contribute to the creation and revisions of documented business requirements to increase efficiencies and adopt systematic solutions as appropriate.

Experience & Qualification Guidelines: Any combination of experience and education that would likely provide the required knowledge, skills and abilities is acceptable. A typical way to obtain the knowledge, skills and abilities would be:

Experience: Proficient in MS Office Suite of products. At least two years of increasingly responsible Administrative/Customer Relations experience required. Effective interpersonal skills and communication skills including verbal and written skills. Proven ability to work effectively both independently and in a team-based environment

Education: High School graduate supplemented by college level coursework in accounting, business or computer systems management, or a related field. Experience and training can substitute for coursework.