Customer Service Representative ; Call Center Rep

This is specialized customer service work which is responsible for receiving, screening, and responding to customer service needs as part of the 311 Customer Service Call Center.

The City of Lansing is a diverse, robust capital city that offers a great place to live, work, and play. It hosts government functions, a thriving economy, cultural and entertainment venues, manufacturing, and major educational institutions. Lansing offers a competitive wage and benefits package including medical, vision, dental, paid vacation, sick and holiday leave.

The scope of work requires the appropriate handling of non‑emergency, technical communications and administrative services related to the operations of the 311 Customer Service Center, and involves working with citizens/customers in‑person for receiving payments and information dissemination. Employees are responsible for accurate and effective evaluation and response to a variety of citizen service needs and requests for municipal services, following prescribed procedures while exercising independent judgment.

Work is performed under general supervision for quality and consistency, with supervisory staff available for unusual or difficult cases.

• Graduation from high school supplemented by additional coursework in business administration and training courses in customer relations.
• AND three (3) years of related progressive work experience of which two (2) years of experience in call center or dispatch operations is preferred.
• OR an equivalent combination of training and experience.
• A minimum of 3 years of professional experience in business, administering technical business processes and procedures is also required.
• Experience in cash handling and computerized payment processing systems highly preferred.
• Bilingual at a conversational level is highly preferred.
• Formal training in Customer Service along with work experience in the field is highly preferred.
• Must be able to work independently in the absence of supervision.
• Must be able to be bonded.
• Special consideration may be given to candidates with Call Center operations experience.

• Receives, evaluates, and processes incoming calls for assistance by the public; addresses issues, problems, or requests for service by determining the exact nature of the call.
• Provides information in response to complaints or requests for information from callers and walk‑in customers regarding all city departments and departmental services to resolve citizen complaints and inquiries.
• Operates and uses computer software related to 311 Call Center operations.
• Handles cashiering responsibilities as necessary related to customer service payment processes; responds to customer inquiries and complaints or refers to the proper person as needed.

The City of Lansing is an Equal Opportunity Employer and a Certified Veteran Friendly Employer.

The City of Lansing provides reasonable accommodation to applicants and employees with disabilities where appropriate. If you need reasonable accommodation for any part of the application and hiring process, or during employment, notify the Department of Human Resources at (517) 483‑4004. Determinations on requests for reasonable accommodation will be made on a case‑by‑case basis.