Customer Service Specialist-Part time Job Germantown area,Tennessee USA,Customer Service/HelpDesk

Job Title

The City of Germantown is an Equal Opportunity Employer committed to an alcohol/drug-free workplace and to providing equal opportunities regardless of race, sex, color, religion, national origin, age or disability.

City of Germantown public servants exist, first and foremost, to protect and enhance the quality of life of those we serve; every position on the Germantown team has a shared responsibility and accountability to fulfill this purpose. Through the constant alignment of individual actions, behaviors and performance with our organization's values system, Germantown public servants demonstrate a steadfast commitment to our greater mission of Excellence.

Every day. The expectation for senior leaders is to model The Germantown Way at all times for those they influence and interact with daily.

Description

Under general supervision, serve as first point of contact to resolve non-emergency customer issues that are received through the Customer Service Center. Receive and process customer requests for information or service that can be reported by phone, in person, or electronically. Maintain professional demeanor with customers providing all services with courtesy and patience, including gathering information, creating work orders, dispatching work to specific departments, responding to routine questions, and contacting customers to ensure that work was completed satisfactorily.

City of Germantown public servants exist, first and foremost, to protect and enhance the quality of life of those we serve; every position on the Germantown team has a shared responsibility and accountability to fulfill this purpose. Through the constant alignment of individual actions, behaviors and performance with our organization's values system, Germantown public servants demonstrate a steadfast commitment to our greater mission of Excellence.

Every day. As a mission-driven, values-centered organization, the expectation for City leaders is to model 'The Germantown Way' at all times for those they influence and interact with daily.

Examples of Duties

Greet customers or assist via telephone, email or online with inquiries or problems related to city services and procedures by asking probing questions and navigating various computer applications to process requests. Answer incoming requests in a friendly manner, presenting a professional and courteous demeanor to customers and departmental representatives.

Operate computer and telecommunication equipment; enter customer information received into the customer service system; create work orders; and direct requests to the appropriate department or agency for further action.

Act as liaison between the customer and other city departments by providing information, work order processing, response and follow up support.

Conduct research using a variety of city resources to provide accurate and timely information in response to customer requests, inquiries or problems; give out information of a routine nature and refer more complex inquiries to other sources as required.

Forward service requests for city services to the correct department. Perform follow-up on action taken to ensure that all concerns are satisfactorily resolved; escalate requests if required action is past due; and update system appropriately according to status or resolution.

Generate system reports, and other documentation associated with city work order operations; maintain, forward, distribute and/or take other action as appropriate. Provide city departments with detailed reports that include information such as response time, action taken, and other data that can assist them in better deploying resources and to make the delivery of city services more efficient.

Perform various customer service duties for walk-in customers. Handle cashiering responsibilities related to receiving of payments; dispense city forms; and disseminate information regarding city events.

Maintain working knowledge of all policies regarding the activities required for all city department's day-to-day operations. Must be familiar with all city departments' times of operations, services performed, after hour procedures and contact persons for specific functions.

Must maintain specific knowledge of related computer software required to perform any role, function or task required for day-to-day operations relating to issuance of work orders and and/or information requests.

Qualifications

Thorough knowledge of City services, policies and procedures to respond to citizen inquiries and complaints
Knowledge of customer service standards and practices used in customer service oriented environments or call centers
Skill in the use of personal computers and associated programs and applications necessary for successful job performance
Skill in entering data and navigating multiple computer applications while speaking on the telephone
Ability to demonstrate daily service interactions that are aligned with the "Excellence Every Day" service standards
Ability to use…