Customer Service Specialist-Part time

Organizational Accountability: City of Germantown public servants exist, first and foremost, to protect and enhance the quality of life of those we serve. Every position on the Germantown team shares responsibility and accountability to fulfill this purpose through alignment with the organization’s values system and commitment to the mission of Excellence. Senior leaders are expected to model “The Germantown Way” at all times.

About the Role

Under general supervision, serve as the first point of contact to resolve non-emergency customer issues received through the Customer Service Center. Process requests for information or service via phone, in person, or electronically, maintaining a professional and courteous demeanor. Responsibilities include gathering information, creating work orders, dispatching requests to appropriate departments, responding to routine questions, and following up to ensure satisfactory resolution.

Responsibilities

• Greet customers or assist via telephone, email, or online with inquiries or problems related to city services and procedures by asking probing questions and navigating 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.
• Act as liaison between the customer and other city departments by providing information, work order processing, response, and follow-up support.
• Conduct research using city resources to provide accurate and timely information in response to customer requests, inquiries, or problems; refer complex inquiries to other sources as needed.
• Forward service requests for city services to the correct department and perform follow-up to ensure concerns are satisfactorily resolved; escalate requests if action is past due and update the system accordingly.
• Generate system reports and other documentation associated with city work order operations; maintain, forward, distribute, or take other appropriate actions.
• Provide city departments with detailed reports on response time, action taken, and other data to assist in resource deployment and service efficiency.
• Assist walk-in customers with various customer service duties, including handling cashiering responsibilities, dispensing city forms, and disseminating information about city events.
• Maintain working knowledge of all policies related to city departments’ day-to-day operations, including operational hours, services, after-hours procedures, and contact persons for specific functions.
• Maintain proficiency in computer software required for work order issuance and information requests.
• Perform related tasks as required.

Requirements

• High school diploma or equivalent.
• Three years of experience in communications, call center, and/or customer service operations; or any combination of education, training, and experience providing the required knowledge, skills, and abilities.

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 using personal computers and associated programs and applications necessary for 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, committed to quality performance, and provide excellent customer service.
• Ability to show friendliness, courtesy, tact, cooperation, concern, and politeness to others, relating well to diverse individuals under sometimes 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.