Customer Service Representative

As an essential employee, the 311 Customer Service Representative answers all incoming requests to the 311 contact center in a friendly manner, responds to routine questions and accepts requests from both the general public, as well as City employees; inputs and/or logs information received into the City’s Customer Relationship Management (CRM) system; directs requests to the appropriate department or agency for further action;

and assists constituents with the resolution to problems, questions and concerns.

Maintains a professional relationship and demeanor with internal and external customers providing all services with accuracy, courtesy and patience by gathering information, creating service requests, dispatching work to specific departments, responding to routine questions, taking and reporting complaints and contacting other departments and customers as needed to ensure that work was completed.

Must be able to retain specific knowledge of multiple related computer software systems required to perform duties and operations relating to issuance of work orders and and/or information requests. Fulfills all other customer service duties at primary contact center or remote location; provides assistance and information related to departmental procedures, services, fees, forms, or other issues; responds to routine questions, complaints or requests for service;

and initiates problem resolution.

• Answer incoming telephone calls to the city’s 311 contact center or through remote work setup in a professional and timely manner. Must use expected telephone etiquette and follow customer service procedures.
• Respond to routine questions and taking request from the general public.
• Create and maintains requests in the Customer Resource Management System for constituents and employees; direct requests to the appropriate department or agency for further action.
• Perform post-call follow-up on a variety of requests for information or complaints; give out information of a routine nature; refers inquiries to other sources as required.
• Refer to departmental operating procedures, administrative policies, regulations, standards, and/or reference manuals and other sources in performing assigned job duties.
• Ability to deal with and relate to people beyond simply giving and receiving instructions. Must be able to adapt to and perform under moderate stress when confronted with an emergency.
• Operate computer and telecommunication equipment; may include, but not limited to work order management systems, department databases and web portals, Microsoft Office tools and telephone systems; performs related routine clerical work; refers technical operation problems to appropriate personnel.
• Must be able to work flexible shifts (Monday-Friday 8am-6pm). Work may be required during declared emergencies, which may include additional hours. Available to work with minimal notice is highly preferred.

Education and Experience:

High school diploma or GED required, Associate’s or Bachelor’s degree is a plus; minimum of one to three (1-3) years’ experience in communications, call center and/or customer service operations or a related field required, or any equivalent combination of education, experience, and/or training which provides the requisite knowledge, skills, and abilities to perform this job.

Must possess and maintain a valid driver’s license or the ability to get to and from city hall unassisted, even during weather, or similar emergencies, as needed.

Knowledge: Knowledge of MS 365 applications, experience with telecommunication systems; experience working in a high-volume customer-engaging environment,…