at City of Wilmington in Wilmington, Delaware, United States
Job Description
CONSTITUENT SERVICES ASSISTANT
Department: Public Works Salary: ‘Level 3’ $36,900 to $51,660 per year
Affiliation: AFSCME Local 1102 FLSA: Non-Exempt
Announcement #: 4424001 Posted: 02/27/2024 End: 03/12/2024 at 4:30 P.M.
PRIMARY FUNCTION:
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Administrative position involving the performance of handling a high volume of customer complaints problems, concerns and request via telephone or walk- ins relative to routine and special trash collections, water service, street cleaning, snow removal and sewer maintenance.
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Perform customer service work providing information and assistance, inclusive of complaints and scheduling multiple activities administered within the Public Works Department’s Operation Center.
PRINCIPLE DUTIES AND RESPONSIBILITIES:
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Answers all telephone calls to handle complaints, concerns, and requests relative to department services. Analyzes and responds to customer request according to established policy or procedure. Responsible for complete follow through with customer requests to ensure satisfaction in providing the highest quality of customer service to the citizens and constituents of the City of Wilmington. Refer problematic complaints concerns to the appropriate supervisor.
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Process complaints for snow removal, missed trash, sewer odors, potholes, and sinkholes. Schedule high volume of special trash collections via computerized route and date tracking system. Schedules all services in the department.
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Contact and process calls for MISS UTILITY for service mark-outs for appropriate division services. Process work order forms for assigned street cuts. Coordinates work orders requested by tenants, landlords, and the public.
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Assist the supervisors of these divisions by providing clerical and routine office support. Generates letters, memorandums, and operational reports. The employee will locate and retrieve files upon request, keep record of complaints, materials removed and investigate complaint information contained with the record.
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Works independently and will be responsible for establishing complaint tracking, vital records program, record storage facilities, procedural manuals, and assisting in the development of a Comprehensive Records Management Program in accordance with the City of Wilmington Freedom of Information Act and the State of Delaware record retention guidelines.
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Collects, maintains, and organizes reports/files for assignments. Indexes property files in binders, books, or boxes on shelves. Tabs and file documents, organize files, and create folders. Disposes of obsolete records in accordance with established retirement schedule or legal requirements. Performs all related tasks as required.
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Must be able to work overtime, on-call, or standby as needed.
