Customer Service Technician - Durham OneCall

Position Description

Work, Serve, Thrive. With the City of Durham Advance in your career while making a real difference in the community you serve. Hiring Range: $21.14 - $22.00 hr.

Hours:

8:00 am - 5:00 pm All candidates are asked to please include a resume that you can attach in the application. Our highly motivated, service-oriented City Manager's Office Durham One-Call staff provides excellent customer service to our residents. Our group works in a dynamic, fast-paced environment in which staff regularly engage with the public to ensure our community is well-served. We foster a culture of service and encourage professional development and growth for staff.

If challenging, meaningful work excites you, join our team in Durham! This position is devoted to providing seamless enterprise-wide customer service, and complaint resolution including coordination, tracking and follow up. Perform standardized work following prescribed procedures and instructions. There is an established and specified routine to be followed and decision-making is limited with minimal consequence on overall operations. Responsible for providing customer assistance by responding to routine questions or referring more complex questions to senior staff;

preparing daily reports; entering data; creating customer service requests; responding to phone calls, on-line and face-to-face requests; processing service/work order requests and monitoring for completion; maintaining files; and escalating more complex issues to senior level staff, as assigned.

• Provides customer service to the public and other internal and external parties; responds to routine questions in person, via phone or online; creates customer service requests and accounts; researches and provides standard information; routes callers and directs visitors to appropriate personnel, departments, or agencies; and escalates more complex issues to senior-level staff.
• Prepares, maintains, and/or processes routine reports, records, files, applications, work orders, and other documents and correspondence; enters and updates data; reviews, proofs and corrects information for accuracy and completeness.
• Processes service/work order requests and payments, and monitors work orders for completion.
• May provide bilingual support services to assist the public and/or other internal and external parties.

• High School Diploma or GED
• Two years of related customer service experience

• Bi-Lingual (Fluent in English/Spanish) is a plus
• Previous experience handling a high volume of calls
• Proficiency in MS Office applications (such as Word, Outlook, Excel, Teams..etc.)

• 12-13 paid holidays per year
• 13 standard work days of vacation per year
• 13 standard work days of sick leave per year, which accumulates indefinitely; sick leave may be used toward early retirement
• 2 weeks paid military leave per year
• Medical, dental, vision, and supplemental life insurance plans
• State and City retirement plans
• Short and long term disability plans
• Paid temporary disability leave for specified conditions
• City contribution of 13.6% into the N.C. State Retirement System
• Paid funeral leave
• Employee Assistance Program - personal and family counseling
• Paid life insurance equal to annual salary
• 48 hours for volunteer work each year*
• 4 hours parental leave each year
• Workman's Compensation Insurance
• 457 Deferred Compensation Plans