Hotline Assistant

About the role

This full-time appointed position involves serving as the primary point of contact for the public through high-volume inbound calls and inquiries. The role focuses on identifying citizen needs, providing accurate information, and directing requests to the appropriate City departments. This position requires regular job attendance according to an established schedule.

Essential Functions

• Responds to a high volume of inbound calls and inquiries from the public
• Responds to submissions to OmahaHotline.com from Omaha and area residents
• Communicates with all callers, including contentious and frustrated citizens, in a professional manner
• Identifies citizen needs, clarifies information requested, and conducts research as needed to provide accurate information
• Works with other City department staff to learn specific department/division information to identify resources and provide information for citizens
• Submits service requests to the appropriate City department and division staff
• Enters accurate details in various software systems to document calls and actions taken
• Utilizes various computer software platforms, including work order software, to document information to resolve citizen complaints
• Maintains regular job attendance in accordance with a schedule established for the position by the supervisor
• Performs other related duties as assigned or as the situation dictates within the scope of this position

Required Knowledge, Skills, and Abilities

• Knowledge of, and ability to operate, computers and other technology using standard or customized computer or systems software applications appropriate to the assigned tasks
• Knowledge of municipal government and the general functions of City departments
• Skill in handling customer complaints with tact and patience
• Ability to respond to customer complaints and requests for information verbally or in written forms
• Ability to assist others by identifying customer needs, responding to requests by referencing appropriate resources, and/or directing requests to the appropriate individual
• Ability to establish and maintain effective working relationships and work collaboratively with those contacted in the course of work
• Ability to learn and adapt to advances in computer and electronics device technology and software
• Ability to establish and maintain effective working relationships with fellow employees, and with members of the general public
• Ability to communicate effectively, orally and in writing
• Ability to adhere to safety policies, procedures and guidelines
• Ability to sit continuously, to stand and walk frequently, and reach, bend, stoop, push and pull occasionally
• Ability to use up to 25 pounds of force occasionally to move objects

Qualifications

• High School Diploma or Graduate Equivalent Degree (GED)
• One (1) year of customer service experience
• Bilingual preferred

Pay

$18.00 to $20.00 Hourly

Benefits

• Forty-hour work week
• Paid leave per year: twelve days vacation; eighteen days sick; and fourteen holidays
• Employee's group health insurance, including major medical, vision, and dental, for individual or family
• Defined benefit pension plan, plus Social Security, and more

See hr.cityofomaha.org for detailed information.