Customer Service Specialist

About the Role

Under general supervision, serve as the first point of contact to resolve non-emergency customer issues received through the Public Works Department. Receive and process customer requests for information or service via phone, in person, or electronically. Maintain a professional demeanor, providing courteous and patient service, including gathering information, creating work orders, dispatching work to specific divisions, responding to routine questions, and following up with customers to ensure satisfactory completion of work.

Responsibilities

• Greet customers or assist via telephone, in person, email, or online with inquiries or problems related to city services and procedures by asking probing questions and navigating various computer applications to process requests.
• Answer incoming requests in a friendly manner, presenting a professional and courteous demeanor to customers and departmental representatives.
• Operate computer and telecommunication equipment; enter customer information into the customer service system; create work orders; and direct requests to the appropriate department or agency for further action.
• Act as liaison between the customer and other city departments by providing information, work order processing, response, and follow-up support.
• Conduct research using a variety of city resources to provide accurate and timely information in response to customer requests, inquiries, or problems; give out routine information and refer complex inquiries to other sources as required.
• Forward service requests for city services to the correct department.
• Perform follow-up on action taken to ensure concerns are satisfactorily resolved; escalate requests if required action is past due; and update the system according to status or resolution.
• Generate system reports and other documentation associated with city work order operations; maintain, forward, distribute, or take other appropriate action.
• Provide city departments with detailed reports, including response time, action taken, and other data to assist in better deploying resources and improving service efficiency.
• Perform various customer service duties for walk-in customers, including dispensing city forms and disseminating information regarding city events.
• Maintain working knowledge of all policies regarding Public Works day-to-day operations.
• Familiarize yourself with all city departments’ operating hours, services performed, after-hour procedures, and contact persons for specific functions.
• Maintain specific knowledge of related computer software required for day-to-day operations, including issuance of work orders and information requests.
• Respond to water, sewer, stormwater, or sanitation billing-related customer inquiries in a supportive role.
• Organize, coordinate, and handle support duties for special events and participate in special projects and committees as needed.
• Utilize computer programs including Google, Word, Excel, and PowerPoint to produce working documents and databases supporting the Public Works Department.
• Assist field and other staff with computer needs and provide technical assistance as needed.
• Multitask and operate in a fast-paced environment.
• Perform related tasks as required.

Requirements

• High school degree and three years of experience in communications, call center, and/or customer service operations; or any combination of education, training, and experience providing the necessary knowledge, skills, and abilities to perform essential job functions.

Qualifications

• Thorough knowledge of City services, policies, and procedures to respond to citizen inquiries and complaints.
• Knowledge of customer service standards and practices used in customer service-oriented environments or call centers.
• Skill in the use of personal computers and associated programs and applications necessary for successful job performance.
• Skill in entering data and navigating multiple computer applications while speaking on the telephone.
• Ability to demonstrate daily service interactions aligned with the “Excellence Every Day” service standards.
• Ability to use prescribed telephone etiquette and follow customer service procedures; must be courteous and patient with citizens and employees, committed to quality performance and excellent customer service.
• Ability to show friendliness, courtesy, tact, cooperation, concern, and politeness to others, and relate well to different people from varied backgrounds and situations, sometimes under stressful conditions.
• Ability to maintain good interpersonal relationships with staff, co-workers, managers, and citizens.
• Ability to speak with and before others with poise, voice control, and confidence using correct English and a well-modulated voice.
• Ability to record and deliver information, explain procedures, and follow verbal and written instructions.
• Ability to work independently.

Working Conditions

Work takes place in a clerical, office setting. Regularly required to talk and hear. May be required to sit for extended periods while using headsets, monitoring a computer screen, and typing information into the computer using a keyboard.