Customer Service Representative, Senior - Urgent Position

JOB DESCRIPTION

Posting expires: 3.28.24

General Description and Classification Standards

This is an experienced, seasoned level position in providing information and assistance to the public, including customers, constituents, and other parties, in person or by phone, email, or written correspondence, including difficult or challenging issues or resolving issues with difficult customers. Determines nature of problem or request and responds or directs individual to correct resource. Duties include, but are not limited to investigating and resolving complaints; assisting customers; preparing reports and documents; and providing information. May provide training or guidance to new representatives.

Supervision Received Works under general supervision and follows standardized procedures and written instructions to accomplish assigned tasks. May set work sequence or priorities.

Essential Duties & Responsibilities Receives, enters, researches, responds to, and tracks in-person, telephone, email, and written citizen inquiries and complaints relating to city services. Resolves complex or difficult issues referred by less experience representatives. 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. 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. Performs related work as required. Decision Making Based on customer contact, position determines appropriate step to assist with issue, take action, or refer to other source. Leadership Provided Position is a seasoned individual contributor and may provide coaching, training, or guidance to less experienced representatives. Knowledge, Skills & Abilities Knowledge of customer service methods and techniques. Knowledge of department programs, processes and procedures. Knowledge of department organization and functions. Skill in keeping notes of calls or transactions. Ability to use customer service software and other departmental information systems in responding to inquiries or requests. Ability to read instructions, processes, or regulations. Ability to communicate with a variety of customers and constituents in a professional manner. Ability to deal effectively with difficult or upset customers. Ability to listen and determine nature of call or communication.

QUALIFICATIONS

Minimum Qualifications Education and Experience

High school diploma or General Equivalency Diploma (GED)

2 years' of work experience in customer service at the level of Customer Service Representative.

Preferred Education & Experience Same as minimum. Licensures and Certifications None required