Customer Service Representative II

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Employment Type

Job Summary

For more details, review the full job details and requirements below.

The Customer Service Representative II provides front-line customer support for City services in response to customer requests in person, over the phone or online, working independently with limited direction. The position focuses on evaluating requests, inquiries and complaints to find the most effective and efficient method of executing, providing information, or resolving the situation in a positive manner. The Customer Service Representative II is the second level in a three-level career progression of Customer Service Representative I, II, and III.

Key Responsibilities

• Provides information to customers for various City services in like kind to how the request was submitted (in person, over the phone or online); supports customers in the pursuit of information on topics of varying nature across citywide services continually expanding personal knowledge of city services; makes decisions for how to resolve most customer service needs with limited direction.

• Utilizes multiple computer software applications to initiate and process service requests and reporting queries; maintains elevated working knowledge of systems to support other customer service staff members.

• Provides training and support to other employees.

Qualifications

Experience: At least two years of administrative or customer relations experience is required. Experience in a specific specialized area of service such as library services or utility services may be preferred. Effective interpersonal and communication skills are required along with proficiency in Microsoft Office programs.

Education:  A high school diploma or equivalent is required. Course work in business, public administration, or other related field is preferred.

Licenses & Certifications: None required.

Language: Proficiency in both written and verbal English is required with additional proficiency in Spanish and American Sign Language preferred.