Citizen Services & Call Center Specialist

An incumbent to a position in this class performs general routine work, handling numerous telephone calls and e-mails, requiring a high degree of courtesy and professional service to callers. S/he operates a centralized computer based referral system for citizen complaints and requests for service. S/he operates a centralized computer-based referral system for citizen complaints and. Work assignments and procedures are fixed, and direct supervision is received from the Office Manager.

No supervisory duties are performed.

• Responds to 311 calls through multiple channels i.e. computer e-mailing, telephone calls, correspondence, face-to-face, etc;
• Answers telephone calls from citizens on complaints and requests for city service;
• determines nature of service required;
• inputs, on a computer keyboard, complaint/service requests and E-mails to appropriate city department/district;
• verifies required information such as caller's name, address, telephone number and nature of complaint/request;
• Responds to e-mail communications;
• analyzes and determines proper course of action;
• creates new case file and responds to sender as required;
• Generates reports that verify all calls were properly input and makes corrections as required;
• maintains customer records by updating caller information database and account information;
• Assists walk-in customers as required;
• May act as a liaison with other city departments including but not limited to the collection of information for knowledge base, escalating cases if needed and corresponding with proper departmental personnel when needed;
• May be required to perform outbound calling;
• Maintains and keeps familiar with list of codes used for input of information i.e. district, problem description, department referred to and degree of priority;
• May be required to open and sort mail and fold letters;
• Performs related duties as required.

Graduation from High School, GED or Equivalency Diploma that must be presented at time of filing application.

THE CITY OF BUFFALO IS AN EQUAL OPPORUNITY EMPLOYER

• Working knowledge of agency procedures governing telephone callers;
• Working knowledge of spelling and the English language;
• Ability to speak and enunciate clearly;
• Ability to act calmly and decisively in accordance with established policies and procedures;
• Ability to understand and follow oral and written directions;
• Ability to multi-task while presenting information accurately and in an organized manner to customer;
• Skill in the use of a computer work station keyboard;
• Tact; courtesy; good hearing; professional conduct; exhibits team effort;
• Physical condition commensurate with the duties of the position.