Customer Service Representative 311 (Call Center Rep) 31

About the role

This is specialized customer service work which is responsible for receiving, screening, and responding to customer service needs as part of the 311 Customer Service Call Center.

Responsibilities

• Receives, evaluates, and processes incoming calls for assistance by the public;
• Addresses issues, problems, or requests for service by determining the exact nature of the call;
• Provides information in response to complaints or requests for information from callers and walk-in customers regarding all city departments and departmental services in order to resolve citizen complaints and inquiries;
• Operates and uses computer software related to 311 Call Center operations;
• Handles cashiering responsibilities as necessary related to customer service payment processes; responds to customer's inquiries and complaints or refers to proper person as needed.

Requirements

• Graduation from high school supplemented by additional course work in business administration and training courses in customer relations;
• Three (3) years of related progressive work experience of which two (2) years of experience in call center or dispatch operations is preferred;
• A minimum of 3 years of professional experience in business, administering technical business processes and procedures;
• Experience in cash handling and computerized payment processing systems highly preferred;
• Bilingual at a conversational level is highly preferred;
• Formal training in Customer Service along with work experience in the field is highly preferred.

Qualifications

• Must be able to work independently in the absence of supervision;
• Must be able to be bonded.

Skills

N/A

Benefits

Full Job Description Available Upon Request

Pay

Effective August 1, 2014 the City of Lansing shall offer at the time of hire the following choice of medical insurances. Coverage will be effective the first day of the month following the date of hire. If an employee chooses the Base plan, they will be eligible for a $400 cash bonus annually. Cost of the Option 1 plan will be based upon the State Mandated Hard Cap amount, which changes annually. You may choose coverage under either Blue Cross Blue or PHP. Current plans offered are: Base - includes a $40.00 co-pay for office visits. Prescription drug co-pays are $10/$40/$80. This plan includes a $1000/single and $2000/family in network deductible and 80% co-insurance. Emergency room services have a $250 co-pay and Urgent Care visits have a $60 co-pay. Option 1 - includes a $30.00 co-pay for office visits. Prescription drug co-pays are $10/$40/$80. This plan includes a $500/single and $1000/family in network deductible and 80% co-insurance. Emergency room services have a $150 co-pay and Urgent Care visits have a $50 co-pay. Option 2 - includes a $15.00 co-pay for office visits. Prescription drug co-pays are $0/$15/$40. Emergency room services with a $50 co-pay, and a 50% co-pay for mental health and substance abuse services. If the employee chooses to “buy up” to Option 1, they will pay the difference between the premium cost and the State Mandated Hard Cap amount. If an employee chooses the Option 2 plan, they will be responsible for the premium cost difference between Option 1 and Option 2. Benefit summaries and rate sheets are available in the Department of Human Resources.

Schedule

N/A