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Customer Service Representative

Description :

The Village of Glencoe is seeking a dedicated, customer-focused individual, who is eager to get to know our community to serve as Customer Service Representative, a new position in our organization. If that’s you, consider applying today!

What the job is: Simply put, the Customer Service Representative is the face of the Village to our residents, businesses and visitors. In Glencoe, we treat our customers with concierge-level service in any interaction they may have with the Village. As the first (and possibly the only) Village employee that a customer communicates with, the customer Service Representative sets the tone for the customer experience, whether that interaction takes place over the phone, via e-mail or in person. The Customer Service Representative is part of the Village Manager’s Office team and provides customer service support for all departments of the Village.

Who we are: Our team is made up of people with diverse backgrounds and experience and we share a common goal – providing the very best services to the Glencoe community.

What we do: Our vision is to make Glencoe the community that people choose to live, work and do business, by providing innovative, responsive, high-quality public services in an environmentally and fiscally sustainable manner. Everyone on our team contributes to us achieving this vision! This means that we put our customers’ needs first, we strive to be leaders and innovators, and we believe in always looking for ways to improve.

Why Glencoe: In Glencoe, we strive to live our values. As a local government and as an employer, we prioritize building a culture of inclusion, environmental sustainability, continuous improvement, sound financial management, ethical government and providing the highest level of service to all of our customers (our residents, our businesses and our employees). Glencoe has a proven track record of investing in our community’s infrastructure, our organization’s technology and our employees so that we are able to be a responsive, progressive organization.

As an employer, Glencoe offers a highly competitive salary and benefit package, generous vacation and sick leave, a paid family care leave pilot program, IMRF pension and great health insurance options.

Our employees have consistently said they like the strong sense of teamwork in Glencoe and our residents have shared overwhelmingly positive feedback about the Village. In our most recent community survey, 99% of respondents rated Glencoe as an excellent or good place to live and 93% said they are very satisfied or satisfied with Village services, earning Glencoe national recognition for outstanding service delivery!

Diversity, equity and inclusion are critical to the Village’s success. The Village is committed to fostering a welcoming and inclusive workforce in which all employees are valued, respected and have a sense of belonging. The Village is proud to have a diverse workforce in which all individuals are celebrated.

Here’s what you’ll do in a typical day (and a few special projects):

  • Receive and greet customers at Village Hall with enthusiasm and professionalism
  • Provide outstanding customer service by phone, e-mail and in person, making every effort to provide accurate and timely information to customers or connect customers with other Village staff members or outside organizations if you cannot answer a question or resolve a request
  • Perform cashiering and payment processing for a variety of payments accepted at Village Hall, such as water billing payments, permit fees and more; maintain an accurate cash drawer by using proper cash handling procedures
  • Assist departments with some general administrative support work, such as filing, ordering supplies, entering purchase requisitions or processing invoices for payment
  • Assist departments with special/seasonal projects
  • Other special assignments to help the Village provide excellent customer service

Required Qualifications

Education and Experience

  • High school diploma or equivalent, or equivalent combination of education and work experience
  • Less than one year of related work experience

Functional Knowledge

  • Strong attention to detail and organizational skills
  • Ability to acquire and apply knowledge of Village and department policies and procedures
  • Use of IT systems including telephones, tablets, laptops and computers

Interpersonal and Communication

  • Excellent customer service skills
  • Great communication skills, including great listening skills
  • Maintain strong working relationship coworkers

Physical Requirements and Work Environment

  • Occasional lifting and/or moving up to 10 pounds
  • Frequent walking and standing (sometimes on uneven surfaces); talking and listening
  • Walking, grasping, lifting and carrying objects; reaching, operating hand controls and office equipment
  • Strong emphasis on workplace safety
  • Ability to meet deadlines and manage frequent interruptions
  • The Village strongly encourages COVID-19 vaccination as part of the Village’s commitment to providing a safe work environment and to continue serving the community.

Salary

The salary range for the position is $53,564 to $72,312, with occasional opportunities for overtime. The Village offers great benefits, including Illinois Municipal Retirement Fund pension, health insurance, dental insurance, life insurance among others.

How to Apply 

Please e-mail cover letter, resume, and application to employment@villageofglencoe.org and reference Job ID 22-14 Customer Service Representative  in the subject line of the e-mail. The position will remain open until filled, and first application review will take as applications are received.

Persons requiring reasonable accommodations under the Americans with Disabilities Act are asked to contact the Village Manager’s Office at (847) 835-4114. The Village of Glencoe is an Equal Opportunity Employer.

Contact : Sharon Tanner
Assistant Village Manager
stanner@villageofglencoe.org
(847) 461-1103

Deadline for Applying : Open until filled