Reference ID: L-00005
Posting Date: July 1, 2024
Closing Date: July 14, 2024, 11:59:00 PM
Status: Full-time
Shift Start Time: 9:00 A.M. - 5:00 P.M.
Department: Re & TS
Division: RE & TS
Location: 118 N. Clark Street
Salary Range: $49,185
Grade: 13
Job Code: 0015
Union: UNION
Shakman Status: NON-EXEMPT
FLSA Status: NON-EXEMPT
Who May Apply: INTERNAL AND EXTERNAL
Job Summary
Reporting directly to the Customer Service Supervisor the Customer Service Clerk performs customer service duties related to answering telephone calls that come through the office’s customer service telephone line.The Customer Service Clerk answers questions regarding services provided to various sections of the Clerk’s office. The Customer Service Clerk will also answer questions about how to obtain specific documents, and other ancillary services provided by the Office. In situations where customer questions are complex and require additional information beyond what is available to the Customer Service Clerks, the Customer Service Clerk will transfer callers to the correct section of the office or the proper external agencies, when needed. The Customer Service Clerk must always maintain excellent customer service and familiarity with the Clerk’ Office operations and organizational hierarchy.
Essential Job Duties
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Receives and routes calls received from the office’s customer service telephone line.
- Assists customers with basic inquiries regarding the offices.
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Refers callers to other appropriate sections of the office or other external agencies, if needed.
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Utilizes internal databases and other document management software to gather information needed to respond to customer inquiries.
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Escalates calls to supervisory staff and legal counsel, as necessary.
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Provides information to customers regarding online resources that may reduce customer’s need for future calls to the office’s customer service telephone line.
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Reports malfunctions of office telephone equipment or online services to Supervisory staff and the Information Technology section.
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Maintains a professional demeanor to field customer calls.
This list represents the essential tasks performed by the Position. Employee may be assigned additional Position-related duties by management as required.
Minimum Qualifications
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Possession of a High School Diploma or the General Education Development (GED) test certificate.
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Two (2) years of full-time paid work experience in customer service.
Preferred Qualifications
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Possession of an Bachelor’s degree or higher from an accredited college or university.
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Five (5) years of full-time paid work experience in customer service.
Resumes and application must clearly indicate duration of, and nature of work experience, for consideration in accordance with specific Minimum and Preferred Qualifications. Successful candidates will be required to provide proof of educational credentials.
Knowledge, Skills and Abilities
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Knowledge of common documents issued by the Clerk’s Office. Ability to provide strong customer service, including maintaining a professional demeanor always when communicating with customers.
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Ability to communicate effectively and to work well with fellow Employees and customers.
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Basic knowledge of the public recording process.
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Basic knowledge of the Elections division and Ethics Filings.
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Knowledge of office structure, operations, and services.
- Knowledge of the fee structure of the all of the Clerk’s Office /divisions.
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Knowledge of external related government agencies.
Physical Requirement
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Ability to sit for at least 2 hours at a time.
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Standing and walking for moderate periods of time.
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Long periods of time working on computer requiring vision and typing capabilities.
Apply online at https://cookcountyclerksoffice.applytojob.com/apply. Online submissions will close July 14, 2024 at 11:59pm.
Any offer of employment will be contingent on the applicant passing a background check and any required pre-employment testing. Pursuant to Section 44-1 of the Cook County Code of Ordinances, all Cook County employees must maintain residence in Cook County throughout their employment. New employees must establish residency in Cook County within six (6) months from their date of hire or face summary discharge.
The duties list is not set forth for the purpose of limiting the assignment of work. They are not to construed as a complete list of the many duties normally to be performed under a job title or those to be performed temporarily outside of an employee’s normal line of work.
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