Citizen Contact Agent I UC1

About the Role

Answer incoming non-emergency call center requests using a multi-line phone system. Operate a computer terminal to provide detailed, accurate, and verified information to citizens, businesses, and City of Albuquerque employees concerning a variety of City services. Receive, evaluate, prioritize, and relay non-emergency—and in some instances, emergency—calls to appropriate service personnel. Forward specific calls to relevant agencies for further assistance. Gather, receive, record, and disseminate incoming information, perform data entry duties, and handle various tasks related to the assigned area of responsibility. This is an unclassified at-will position.

Responsibilities

• Answer incoming non-emergency call center requests using a multi-line phone system; extract information, evaluate, document, and prioritize customer needs; determine appropriate assistance; if needed, refer calls to the appropriate contact, department, or agency.
• Provide citizens, businesses, and City of Albuquerque employees with accurate and verified information concerning a variety of City services.
• Create service tickets for building maintenance requests.
• Perform various data entry duties pertaining to calls received; input, request, transmit, and query information.
• Maintain current and accurate records; access information databases related to city services.
• Maintain awareness of other activities in the contact center (e.g., critical incidents) to connect related information and provide additional support.
• Perform related duties and responsibilities as required.

Requirements

• High school diploma or GED.
• Three (3) years of experience in a high-volume customer service area, including two (2) years of experience using network computer systems, word processing, data entry, or responding to inbound and outbound calls.
• Inbound call handling experience in a high-volume, fast-paced environment preferred.
• Must be able to work holidays, weekends, irregular hours, and shift work, with possible extension of shift hours at times and with short notice.

Working Conditions

• Office environment with exposure to computer screens.
• Essential and supplemental functions may require sitting or standing for prolonged periods of time.