Description
Work Schedule:
Monday – Friday (Contact Center hours are 7:00 am to 6:00 pm / rotating shifts)
Primary Duties / Brief Description of Work:
City Services Representative I, works in the city’s centralized contact center, which provides a single phone number for citizens to obtain basic information about City services and activities as well as initiate service requests. Representatives will be responsible for handling calls, e-mails, chats and walk-in traffic requesting information and/or service. We provide pro-active support to a variety of internal and external customers concerning a broad base of city issues, projects, services and customer concerns while exhibiting a constant and consistent devotion to outstanding customer service. The successful candidate will be strongly motivated to solve problems and facilitate the completion of work involving multiple people in multiple departments. Must be able to multi-task in a busy environment. Excellent customer service skills and attitude are required. Excellent communication skills, written, oral, and listening are required. Will need the ability to spot trends and escalate issues effectively within the organization. Will analyze customer needs and determine service requirements and the most effective method of achieving highest customer satisfaction. Requires great flexibility, ability to adapt easily to change, ability to work effectively with all levels of the city’s organization and residents. Bilingual candidates (English/Spanish) are strongly encouraged to apply. Classified as “essential” city workers. Must be able to work flexible hours and rotate shifts.
The job is NON-EXEMPT under FLSA.
Qualifications
Minimum Qualifications:
- 5-7 years experience in Call/Contact Center “or” High School Diploma/GED with 1-3 years experience in a Call/Contact Center
- 1-3 years experience providing phone based (50% or more) customer service
- Data entry experience in a fast paced work environment
- Proficiency with Microsoft Outlook, Word and Excel
- Experience using multi-line telephone, copier, fax, printer, calculator
Preferred Qualifications:
- Some college
- Training in communication (active listening, conflict resolution)
- Bilingual English/Spanish (spoken and written at fluent level)
- Local government experience
- Experience working in a Utility Billing Call Center environment
- EnQuesta experience
A written assessment may be given
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