Call Center Customer Advocate

The Customer Contact Center is seeking a responsible, energetic, customer service professional with a genuine desire to assist the public with service needs. The ideal candidate will have experience in a fast-paced call center environment. You will be responsible for answering incoming calls, data entry, researching complex issues and serving as Customer Contact Center Team Lead during emergency operations incidents as needed.

This position offers limited telework opportunities and the ability to engage with citizens and support agencies at various community outreach events!

Responsibilities:

• Receive inquiries for City services and information through various means including, but not limited to, telephone, email, text, and social media
• Review written information, instructions, regulations, procedures, or work orders; document detailed information provided by customers into a customized computer system using complete sentences and proper grammar
• Evaluate problems to assist customers with prompt resolution. Provide information, guidance, or assistance to customers in a respectful, courteous, and helpful manner to facilitate task accomplishment
• Frequent decision-making that affects individuals, co-workers, and others who depend on the service or product
• Review daily updates concerning new City activities or events; process related information such as work order requests or service needs
• Routinely enter, update, and/or edit data into the computer system
• Prepare and maintain various reports and records
• Summarize, tabulate, or format data or information in accordance with a prescribed schema or plan
• Perform basic mathematical calculations
• Perform other related duties as assigned including obligations associated with the Emergency Operations Center Call Center.

The City of Chesapeake offers an exceptional range of benefits. Please browse our Benefits Brochure, for a full list of benefits and employee perks.

#Customer Advocate
#Customer Service
#Call Center
#Contact Center

Required Qualifications
VOCATIONAL / EDUCATIONAL REQUIREMENT : Requires high school diploma or GED and any combination of education and experience equivalent to satisfactory completion of one year of college education in bookkeeping or a closely related field.

EXPERIENCE REQUIREMENT : In addition to satisfying the vocational/education standards, this position requires a minimum of six months of related, full-time equivalent experience.

SPECIAL CERTIFICATIONS AND LICENSES : Requires a valid driver's license and a driving record that is in compliance with City Driving Standards .

SPECIAL REQUIREMENT : Employees may be expected to work hours in excess of their normally scheduled hours in response to short-terms department needs and/or City-wide emergencies. Emergency operations support work and work locations may be outside of normal job duties.

Preferred Qualifications