Commercial Accounts Representative en City of Rochester (NY), NY

About the Department

This is a professional position involving the sale and monitoring of the City's waste and recycling program to commercial customers.  There is considerable public contact involved in marketing, direct sales of non-material goods and services, service and policy/procedure explanations, complaint resolution, and price quotations.  Duties are performed equally in an office environment and at the customer's site.  The incumbent works under the general supervision of the Refuse Operations Manager.  Wide latitude is given in decision making as the incumbent must be able to resolve situations on site.  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.

Position Duties

• Meets with potential or existing customers to evaluate needs and pricing levels, and to propose methods for waste stream management;
• Reassesses existing accounts responding to changing needs through use of field audits, notice and orders, and customer inquiries;
• Resolves a variety of commercial account complaints and inquiries, directly and from referrals;
• Acts as a liaison among customer, billing, collection, code enforcement, and other offices to respond to questions and address complaints;
• Initiates sales calls to investigate marketing opportunities to commercial concerns;
• Determines and coordinates customer service delivery, scheduling, and special pick-up, ensuring that all commitments are fulfilled in a timely manner;
• Interprets and clarifies language and intent of City Refuse Codes and applicable New York State Laws;
• Responds orally or in writing to citizen complaints or inquiries;
• Researches and writes correspondence, narrative and numerical reports;
• Evaluates and recommends customer billing adjustments;
• Requests dispatch of service delivery personnel;
• Consults with and advises Refuse Manager regarding policy and procedure;
• Attends regular staff, department, and training meetings;
• Develops short and long range goals for the marketing and maintenance of Commercial Refuse/Recycling services;
• Meets with businesses and neighborhood groups and agencies to determine the need for service enhancement.

Minimum Qualifications

High School Diploma or GED PLUS I, II or III of the following:

I.   A Bachelor's degree and two (2) years of work experience involving direct sales and/or the providing of direct customer service and/or sales to citizens or external customers.
                                                                                                                           OR

II.   Six (6) years of experience involving direct sales and/or the providing of direct customer service and/or sales to citizens or external customers.

                                                                                                                          OR

III.  An equivalent combination of education and experience as defined by the limits above.

Note:   Work experience as a clerk or cashier would generally not be qualifying.

SPECIAL REQUIREMENT:
A valid New York State Class D Driver's License at time of appointment.  This licensure must be maintained throughout employment in this position.