This is administrative support work in receiving, entering, researching, responding to, and tracking telephone citizen inquiries and complaints relating to city services. Work requires knowledge of customer service standards and excellent communication skills; proficiency in using databases and word processing applications; and knowledge of City departmental operational procedures, which are usually learned through on-the-job training and experience. Contacts require skills in tactfulness, understanding, assertiveness, and influencing behavior in resolving complaints and responding to inquiries. The work is semi-routine where tasks are covered by procedures or precedents, and although patterned, some latitude is permitted to consider and choose the most appropriate technique, method, or procedure to follow. Work is performed in a high volume, inbound, call-center environment. Work schedule may include weekend hours and will vary during emergency circumstances such as actual and anticipated natural and man-made disasters. Operates a multi-line telephone with headset and standard office equipment such as personal computer using databases and word processing applications. The physical demands consist mainly of sitting for extended periods of time. The work is performed under general supervision where the work assignments are subject to instructions and established work routines, and the worker has latitude to rearrange the sequence based on changing work situations or work flow.
Examples of Work:
Receives, enters, researches, responds to, and tracks high volume, inbound telephone citizen inquiries and complaints relating to city services.
Interviews citizens either by phone or in person to determine details of the inquiry or problem.
Researches, gathers and enters all pertinent facts pertaining to issues and complaints into a database during requests.
Contacts departments as appropriate to secure information and/or refer issues and complaints for a response.
Keeps abreast of city departments/agencies operational procedures, practices and office locations.
Reads and applies various documents such as maps, procedures and regulations to work situations.
Advises departmental personnel, citizens, and others on status of cases pending, and makes referrals to other agencies as appropriate.
Reports to the Emergency Operations Center to answer calls.
Performs related work as required.
Demonstrates proficiency in the City of Jacksonville Core Competencies.
Knowledge, Skills and Abilities:
Knowledge of City departments and agencies operational procedures, practices and office locations.
Knowledge of customer service standards and the ability to remain focused on customer needs.
Skilled in using multi-line telephone system.
Skilled in empathic listening techniques.
Ability to read and apply maps, procedures and regulations to work situations.
Ability to communicate effectively.
Ability to handle confrontations constructively.
Ability to read computer screens for extended periods.
Ability to simultaneously communicate, interpret communications and enter data into a computer.
Ability to use good judgment in making decisions in accordance with policies and procedures.
Ability to conduct in-depth interviews with mature judgment and diplomacy.
Ability to collect and analyze data objectively.
Ability to operate standard office equipment such as personal computer using databases and word processing applications.
Open Requirements/Supplemental Information:
A one-year combination of education, training, and experience in a high-volume inbound, call center or customer service environment.
Must have demonstrated experience in using databases and word processing applications. ONLINE APPLICATION REQUIRED. Apply at www.coj.net . If basing your qualifications on education, a copy of your college transcript may be required. If claiming veteran’s preference you must attach the correct DD-214 (Form 4) for consideration.
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