Citizen Response Representative

The purpose of this class is to provide professional, timely and courteous customer service to appointed and elected officials, County citizens, County staff and outside agencies requesting information, assistance or service; to maintain accurate and complete customer service records, and to perform related work as assigned.  This class works according to a wide range of procedures; work is reviewed regularly by supervisor.

Essential Tasks

The tasks listed below are those that represent the majority of the time spent working in this class.  Management may assign additional tasks related to the type of work of the class as necessary.

Receives and responds to inquiries, concerns, complaints and requests for assistance from appointed and elected officials, County Council, the County Manager, County staff, County citizens and its surrounding areasand outside agencies using telephone, e-mail, fax, US mail and face-to-face communication.

Provides professional, courteous customer service; assists customers or obtains information for customers as requested; explains department and County policies and procedures; refers customers to other personnel or offices as appropriate.

Responsible for receiving and disseminating compliments, complaints, inquiries and requests for assistance from the general public, appointed and elected officials, County officials, the general public and outside agencies. Enters service requests, compliments and employee complaints into computer database; transfers requests to appropriate personnel; notifies department directors, administration and the Human Resource director of compliments for and complaints against employees, tracks requests to ensure prompt response.  This data can be critical and highly confidential in nature.

Records community meeting requests; schedules meetings with appropriate County representative; attends and participates in community meetings as appropriate.

Receives, review and responds to Freedom of Information Act requests

Must have working knowledge of all County departments’ functions; keep abreast of current events pertaining to area municipalities, Richland County and the state government; must have broad knowledge of County ordinances.

Calculates customer Solid Waste fees and identifies tax billing discrepancies; generates reports for the Solid Waste Department as required.

Performs other general clerical work as required, including, but not limited to typing reports and correspondence, copying and filing documents, sending and receiving faxes, answering the telephone, processing mail, etc.

Attends staff meetings as required.

Attends training, meetings, seminars and/or workshops to enhance job knowledge and skills.

Works on call during inclement weather or emergency situations.