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Senior Service Assistant

City of Rochester | Rochester, NY

Posted Date 11/14/2024
Description Senior Service Assistants answer customer inquiries about services provided by a City Department or Bureau and/or the billing associated with those services. These employees provide customers with information and make referrals to other City bureaus, departments or outside services, as appropriate. Employees in this class are assigned to a centralized office, as opposed to Customer Service Representatives who work in a decentralized office in the Net Program. They are supervised by higher level personnel. Senior Service Assistants act as the point person for contact regarding a department program or lead other subordinate clerical staff in an office and prepare statistical reports of billing system records. Related work is performed as required.


This is a Competitive Class position. The individual selected to fill this vacancy will be given a provisional appointment and will be required to participate in the next Civil Service Examination for this title.

A qualified applicant may be provisionally appointed and serve in the position until a Civil Service Examination is administered and an appropriate eligible list can be established to make a permanent appointment in accordance with the Civil Service Rule of Three. (See "http://www.cityofrochester.gov/article.aspx?id=8589935786" Provisional Appointment - FAQ's) If you are already a City employee and have permanent, competitive status in your current position and appointment to this title would result in a provisional appointment in another department, you will lose your previous permanent competitive rights.

CITY RESIDENCY WILL BE REQUIRED WITHIN ONE YEAR OF HIRE.


  • Responds to inquiries regarding services from the general public and businesses, by telephone, in person, and by mail;
  • Accepts applications for City services or licenses or permits and reviews for accuracy and completeness;
  • Enters requests or records into computerized tracking system;
  • Researches records and may contact other City offices to obtain information needed to resolve customer complaints or requests for information;
  • Follows up with customers, orally or in writing, to obtain clarifying or additional information;
  • Refers to schedules, procedures, charts, maps or computerized records to provide information;
  • Accepts payments for services, licenses or permits;
  • Drafts routine correspondence;
  • Performs monitoring and reporting activities relating to office workflow and revenue intake;
  • May assign and review the work of clerical staff, providing training and guidance in work processes;
  • May prioritize routine activities and clerical workflow of the office.
High school diploma or GED: PLUS1 and 2:
  1. Three (3) years of general clerical experience involving typing documents and/or data entry, filing and public contact. PLUS
  2. One (1) year of account record keeping or receipt of payments.
NOTE:
Employment Type
Full Time

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