Citizen Contact Agent II UC2

About the Role

Answer and respond to non-emergency call center requests using a multi-line phone system. Receive and respond to escalated calls, use effective problem-solving techniques to evaluate and resolve complex customer requests, and 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 appropriate agencies for further assistance. Gather, receive, record, and disseminate incoming information. Provide supervisory leadership in the absence of the shift leader. This is an unclassified at-will position.

Responsibilities

• Answer and respond to 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 call to appropriate contact, department, or agency.
• Receive and respond to escalated calls from Contact Agent I's; evaluate and determine service needed by applying knowledge of available services or resources to assist callers; redirect callers as appropriate.
• Provide training to Contact Agent I's related to receiving, documenting, and providing accurate information to customers.
• Create service tickets for building maintenance requests.
• Provide citizens, businesses, and City of Albuquerque employees with accurate and verified information concerning a variety of City services.
• Input, request, transmit, and query information.
• Maintain current and accurate records; access information databases in relation to City services.
• Maintain awareness of other activities in the contact center (e.g., critical incidents) to connect related information and provide additional support to Contact Agent I's.
• Provide supervisory duties in the absence of the shift supervisor.
• Perform related duties and responsibilities as required.

Requirements

• High school diploma or GED, supplemented by thirty (30) credit hours of college-level coursework in general studies.
• Three (3) years of computer operations, word processing, or data entry experience.
• Two (2) years of experience in telecommunication in a high-volume telephone call area or at an equivalent level in a high-volume customer service area.

Must be able to work holidays, weekends, irregular hours, and shift work may be required with possible extension of shift hours, at times with short notice.

Working Conditions

Environmental: Office environment; exposure to computer screens.

Physical: Essential and supplemental functions may require sitting or standing for prolonged periods of time.