Job Description

ESSENTIAL FUNCTIONS: Works under the general supervision of the Call Center Supervisor to receive and process all non-emergency calls for city services from residents, businesses and visitors inquiring about services, report problems, or checking on the status of issues. Provides citizens with specific information regarding city services and places the citizen's requests in the customer relationship management system (C.R.M.) to deal with specific inquiry/concern. Receives inquiries and complaints from citizens by phone, internet, and/or written correspondence. Determines nature, location, and duration of the complaint with tact, courtesy, and patience occasionally requiring communicating with irate callers. Creates service requests using a computerized contact center. Validates the incident location and forwards to the appropriate division for investigation and action. Provides follow-up with citizens on response and/or action that is being taken or responds directly to questions unrelated to City division jurisdiction by referring to appropriate counsel or processing correspondence using knowledge of City operating procedures. Maintains and utilizes reference information on current events and changes in division responsibilities in responding to inquiries. Occasionally participates in community events and out-reach programs sponsored by the City. Performs office administrative support functions, such as preparing reports. Performs various receptionist and clerical duties when requested.



OTHER FUNCTIONS:

1. Assists in training new 211 Customer Specialists.


2. Performs additional functions (essential or otherwise) which may be assigned.



TYPICAL PHYSICAL DEMANDS: Must be able to communicate clearly both verbally and in writing. Requires the ability to operate general office equipment such as telephone, copier, and computer.



TYPICAL WORKING CONDITIONS: Work is performed in an office environment. Involves occasional travel to community events.

MINIMUM QUALIFICATIONS: High school graduation or GED equivalent and four (4) years customer service experience, preferably receiving and addressing customer issues and complaints by telephone; or any combination of experience and training which enables one to perform the essential job functions. Knowledge of City operating procedures is strongly preferred.