CUSTOMER SERVICE & INFORMATION TECHNICIAN (PAY GRADE 20) AFSCME LOCAL 1607

IMPORTANT INFORMATION

In accordance with the Merit System Rules and Regulations, an eligible list, which will be valid for a one-year period and which will be used to fill vacancies during that period, is being established for this classification. Applicants on the eligible list will be certified in accordance with the Merit System and appropriate union contracts.

Candidates may submit online employment applications using the NEOGOV online application system available at https://www.governmentjobs.com/careers/nccde.

EXAMINATION PROCESS: The examination process for this posting may include an evaluation of training and experience, a written examination, a computerized exam, an oral board interview examination, a performance examination or any combination of the above in order to qualify applicants for placement on the eligible list. The eligible list will be used to fill vacancies that occur within the next year. The appropriate number of names on the eligible list as prescribed by Merit System Section 26.03.505 will be certified to the hiring department for consideration to fill the vacant position(s).

New employees are generally hired at the starting salary and may be eligible for merit increases each year upon receipt of a satisfactory performance evaluation, up to the maximum salary.

JOB DESCRIPTION

GENERAL STATEMENT OF DUTIES: Performs customer service and information activities within New Castle County where multiple activities are administered and information is relayed from a designated work area does related work as required.

DISTINGUISHING FEATURES OF THE CLASS: An employee in this class performs responsible work in the area of customer service providing information, assistance, and direction to internal and external customers by telephone, electronically and in person. The employee answers and screens telephone calls, greets and directs visitors, and researches and responds to questions. This employee is responsible for complete follow-up with the person requesting information to ensure customer satisfaction and provide the highest quality of customer service to the citizens and employees of the County. Work involves knowledge of County-wide information relating to all County departments and services. This employee must exercise discretion in the course of the work. Work is performed under general supervision in accordance with designated procedures.

EXAMPLES OF WORK: (Illustrative only)

• Answers and screens incoming telephone calls and transfers calls to the proper department
• Greets and meets with visitors to address customer problems and concerns
• Ensures that visitors are escorted to the appropriate department or employee
• Receives and sorts incoming mail
• Prepares notices and correspondence, process work orders, demand for payment letters, responds to Freedom of Information Act requests:
• Researches and responds to questions regarding the operation of the County
• Contacts public utilities to verify active service
• Prepares reports and makes recommendations as required
• Disseminates information and complaints to the relevant government entity
• Schedules meeting rooms, conference areas and other public-use facilities located within the complex
• Posts agendas and other required material on the central reception information board
• Pre-screens permit submissions and performs basic zoning reviews
• Records and investigates issues and ensures a prompt and accurate response
• Performs routine office work as necessary
• May be required to provide coverage at the front desk when meetings are scheduled in County buildings on evenings and weekends, as necessary
• Promotes an ongoing attitude of dedication to excellent public service and ensures that external and internal customers are provided with the highest quality of service
• Operates a personal computer and other related equipment in the course of the work.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES: Thorough knowledge of customer service protocol and etiquette good knowledge of office terminology, procedures, and equipment good knowledge of the departments and row offices of the County and their functions ability to operate a personal computer and other related equipment demonstrated ability to type at a minimum of 35 words per minute with accuracy ability to communicate courteously and effectively, both verbally and in writing ability to understand and follow complex verbal and written instructions ability to deal with individuals in a knowledgeable, helpful and pleasant manner ability to establish and develop effective working relationships with employees, associates, government officials, agencies, organizations, and the public.

MINIMUM QUALIFICATIONS: At least three (3) years experience providing customer service in a professional office environment or call center and completion of a high school diploma or GED and possession of an Associates Degree from an accredited college or university with major course work in business administration or related field or an equivalent combination of experience, education or training directly related to the required knowledge, skills and abilities.

ADDITIONAL REQUIREMENTS: Must pass a Class III County physical examination and a background check.

CONTACT INFORMATION

Laura McDermott
Office of Human Resources
Laura.McDermott@newcastlede.gov

Health Insurance: Starts the first of the month following a 60-day waiting period from the date of hire. Charges for coverage vary depending on type and level of coverage chosen. The following plans are currently available through Highmark (Comprehensive 80% Plan a PPO ( Preferred Provider Organization ) and an EPO ( Exclusive Provider Organization ) and Aetna ( Open Access HMO .) Deductibles and co-pays may also apply.

Dental Insurance: Starts the first of the month following a 60-day waiting period from date of hire. Currently, there are two PPO options and an HMO option. Charges vary depending on type and level of coverage chosen.

Sick Leave : Accumulates at the rate of one day for each completed month of service, beginning after the first full month of employment.

Vacation : Vests on December 31 of the calendar year preceding the vacation year. Vested vacation is to be used in the 12 months following the vesting date. Employees are entitled to vacation as follows:

• – 1 day for each completed month of service to a maximum of 10 days
1 – 4 years of service
• – 10 days of vacation
5 – 9 years of service
• – 15 days of vacation
10 – 14 years of service
• – 20 days of vacation
15 years of service
• – 25 days of vacation
15+ years of service
• – 25+ days of vacation (an additional day for each successive year of service)

Holidays : 13-1/2 paid holidays per year (1/2 day on Christmas Eve).

Life Insurance : Provided by the County in the amount of one and one-half times your salary. Minimum benefit – $50,000 Maximum benefit – $200,000.

Pension : Employee contributory amount of three percent of base salary to defined benefit plan. County will make a non-elective contribution of one percent of base salary to defined contribution account. In addition, the County will also make an annual matching contribution of one hundred percent of employees contribution, up to a maximum of two percent to defined contribution account. 10-year vesting.

Deferred Compensation Plan:
Optional employee contributory plan available.

Additional Benefits : Salary increases each year dependent upon appropriate negotiated increase and/or merit increases Credit Union, Blood Bank, Sick Leave Bank ( after two years of service) , Fitness Center, and an Employee Assistance Program are all benefits available to employees at no cost.

Supplemental Benefits : Flexible Spending Accounts ( medical reimbursement and dependent care ), additional life insurance, vision, group accident, group hospital indemnity, group disability, and critical care insurance are also available at an additional cost to the employee.

Union Affiliation : Some positions are affiliated with a local bargaining unit, and, therefore, will require a monthly dues deduction ranging from $23 to $46.65 per month.

Special Note : The above benefits are subject to change. For detailed information on any of the above, contact the Office of Human Resources at (302) 395-5180.

Revised: 12/15/15