Job Description

About the Position

NOTICE OF LIMITED APPLICATIONS

This posting is limited to the first 200 applications received.
When that number is reached the posting will be automatically removed.
Career Opportunity

The City of Las Vegas invites applications for Customer Service Representative. This position serves as the first public contact for telephone or walk-in customers to city facilities. Watches for and reports any safety hazards and unusual activity.

The purpose of this recruitment is to establish an eligible list for current and/or future openings which may include part-time or full-time positions.

Supervision Received

Receives direct supervision from higher level staff.
TYPE OF EXAMINATION: A civil service examination will be conducted in accordance with the Civil Service Rules of the City of Las Vegas. The examination for this recruitment will consist of an Application Evaluation of Training and Experience, weighted 100%, and will be used to place candidates on the eligible list. The eligible list will remain in effect for a period of 6 months from the date of certification and may be extended for a period of up to 2 years.

Applications of all qualified applicants will be evaluated on education, training, and experience relevant to the position for placement on the eligible list. Falsification of information may result in disqualification from the recruitment or removal from a City position. Your responses are subject to verification before appointment to a position. Additional information will not be accepted after the closing date.

COMPLETING THE APPLICATION

Applicants should include accurate and detailed information on their application with time frames regarding education, training, and experience, especially on any of the following experience:

• Customer service experience which includes greeting customers, answering questions, directing customers to proper locations for service, and answering phone calls.
• Providing routine information about company policies and procedures.
• Accepting and processing payments for service.
• Scheduling calendars for classes, facility use, and meeting rooms.
• Performing routine filing, record keeping, and distributing mail.
• Using common software programs such as Microsoft Word and Excel.

SELECTION PROCESS
Final candidate selection will include list placement and may include hiring interview (if applicable). Any individual offered employment will be required to pass a pre-employment drug test, complete background check, and may be required to demonstrate the ability to perform the physical requirements of the job." Some positions may require preliminary background checks.

EXAMPLE OF DUTIES

Essential Functions: * Serves as the first public contact for telephone or walk-in customers to city facilities. Demonstrates courtesy and friendliness, greets customers, answers questions, provides directions, directs customers to proper location for service, informs staff of visitors\' arrival and takes messages.

• Provides forms to employees and customers and provides basic and routine information regarding departmental policies and procedures. May be required to call departments to obtain answers to questions.
• Accepts and processes payment for services, and provides customers with receipts or proof of payment. Prepares daily cash balance reports. Prepares daily bank deposits of funds received.
• Maintains schedule of classes, facilities, conference rooms, or meeting spaces. Takes reservations or registrations over the phone and in person. Provides confirmation information on scheduled classes or events.
• Performs routine record keeping duties, such as filing, distributing mail and maintaining activity logs.
• Retrieves data from computer terminal or PC. Uses common office software programs to prepare basic memos, letters, reports, flyers, brochures, and other documents.
• Keeps informed about office activities in order to communicate this information to the public.
• Watches for and reports any fire or safety hazards and unusual or prohibited activity such as loitering, vandalism or soliciting.
• Assesses difficult situations and respond to customer issues. Calls appropriate authority in situations requiring assistance.

Marginal Functions: * Performs related duties and responsibilities as required.

• May make inspection rounds of buildings and report any vandalism, prowlers or other incidents to appropriate authority.
• Escorts individuals to and from city facilities.
• May attend training workshops to develop awareness of security precautions.
• Trains and oversees hourly personnel.
• Maintains facility cleanliness during open hours.

MINIMUM REQUIREMENTS

Experience:

One year of routine public contact or customer service experience required, with security-related experience desirable. Experience with Microsoft Outlook, Word, Excel and Access desirable.

Training:

Equivalent to graduation from high school.

License or Certificate:

Typing test certificate can be uploaded for consideration but not required

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

Modern office procedures, methods and computer equipment.
Basic principles and procedures of filing and record keeping.
Correct business English usage and grammar.
Services, policies and procedures of the assigned department.
Techniques for dealing with the public, in person and on the telephone.
Services provided by other city departments and their locations.
Telephone etiquette.
Security procedures and techniques.
Occupational hazards and safety precautions involved in assigned responsibilities.
Common office software, such as email, word processing, spreadsheet and database.

Skills in:

Providing courteous and informed assistance to the general public.
Dealing tactfully with the public and effectively enforce rules and regulations.
Correctly interpreting, explaining and applying City policies and procedures.
Understanding and following written and oral instructions.
Providing quality customer service.
Determining the nature of the call or visit and relaying appropriate information.
Communicating with a variety of individuals from various socio-economic, ethnic and cultural backgrounds.
Presenting a professional image to the public in appearance and demeanor.
Handling and following through on a large volume of telephone inquiries.
Listening to and comprehending a customer\'s question.
Being aware of surrounding and noticing when something appears to vary from the usual.
Working independently in the absence of supervision.
Exercising sound judgment in evaluating situations and making decisions.
Recognizing safety hazards, property damage, malfunctions and unusual occurrences.
Demonstrating dependability.
Communicating clearly and concisely, both orally and in writing.
Establishing and maintaining effective working relationships with those contacted in the course of work.

Competencies:

Core Workforce Competencies

Professionalism - Demonstrates core values by being honest, respectful and positive.

Effective Communication - Expresses verbal and written thought in a clear and understandable manner.

Customer Focus - Demonstrates genuine concern and satisfies external and/or internal customers based on the CLV core purpose and values.

Adaptability - Able to effectively modify behavior to suit changing workforce demands.

Problem Solving - Solves problems by considering all causes, solutions and outcomes.

Productive Partnerships - Develops, maintains and strengthens partnerships with others.

Technical and Safety Expertise - Possesses a depth of knowledge, skill and ability in a technical (job) area.

WORKING CONDITIONS

Environmental Conditions:

Office environment; exposure to computer screens; may be exposed to hostile or difficult individuals.

Physical Conditions:

Essential and marginal functions require:
Maintaining physical condition appropriate to the performance of assigned duties and responsibilities which may include the following:
-- Walking, sitting, stooping, reaching, climbing, stretching, or standing for extended periods of time; and
-- Operating assigned equipment.
Maintaining effective audio-visual discrimination and perception needed for:
-- Making observations;
-- Communicating with others;
-- Reading and writing; and
-- Operating assigned equipment.
Maintaining mental capacity which allows the capability of:
-- Making sound decisions;
-- Effective interaction and communication with others; and
-- Demonstrating intellectual capabilities.

CITY OF LAS VEGAS, NEVADA

LVCEA Compensation and Benefits - 2023

COMPENSATION

Annual Base Pay Increases

• Negotiated as part of the collective bargaining process.
• Step (Merit) Increase - typically awarded on the anniversary date of hire, up to range maximum.

BENEFITS

Uniform Allowance

• Available for some classifications.

Tool/Equipment Allowance

• Available for some classifications.

Retirement

• Benefit eligible employees participate in the Public Employees\' Retirement System of Nevada (PERS). PERS, a statewide defined benefit plan, calculates retirement benefits based on 2.25 percent (current percentage for employees hired 7/1/15 and after) for each year of service, applied to the employee\'s highest consecutive 36-month average salary. PERS also requires that employees share 50 percent of the PERS contribution, which is implemented by reducing the City\'s salary ranges. The highest consecutive 36-month average salary is increased commensurate with the salary range reductions required by PERS.

Deferred Compensation

• The city offers a 457(b) Plan which is a government deferred compensation plan similar to a 401(k) plan. It offers both pre-tax and after-tax savings and investment options.

Medical, Dental and Vision Insurance

• Employees are covered the first of the month following date of employment. Five medical plans, two dental and two vision plans are available. City pays 100% of employee premium + 50% of dependent premium.

Life and AD&D Insurance

• City provides $20,000 policies at no cost.
• Additional voluntary life insurance and AD&D insurance available for purchase.

Disability Insurance

• City provides a long term disability policy:

• LTD: Employees who normally work at least 30 hours/week are eligible. Benefits begin after 90 days of disability. Payment is up to 60% of earnings, up to $11,000/month, and may not be supplemented with sick or vacation.

Tuition Reimbursement

Employee Assistance Program

ANNUAL PHYSICAL EXAMS

• Employees covered by a City health plan and their covered spouse and dependents over age 18 are eligible for a comprehensive wellness physical exam annually at no cost to them at WellTrac.

VACATION (Hours/Year)

• Year 1-2: 80 hours
• Years 3-7: 120 hours
• Years 8-10: 128 hours
• Years 11-15: 180 hours
• Year 16 and over: 200 hours
• Maximum accrual: 250 hours, if hired after 12/3/2014
• Sell-back: Up to 60 hours each year; must leave a balance of 40 hours in leave bank.

HOLIDAYS

• City provides 12 paid holidays plus a birthday holiday.

SICK LEAVE

• Sick Leave: 104 hours per year
• Maximum Accrual: 420 hours, if hired after 12/03/2014
• Sick Leave Bonus: Negotiated sick leave bonus
• Payout at Separation: See contract

RETIREE HEALTH AND LIFE INSURANCE

• Available for purchase - retiree pays full cost of premiums.

NOTE: Benefits subject to change
Revised 01/2023

City of Las Vegas