Operations Support Specialist

Essential Duties And Responsibilities

• Learns and applies a broad range of entry-level to intermediate-level customer service skills, including understanding relevant policies, procedures, regulations, and use of the customer information system.
• Delivers customer service through various channels—including phone and in-person interactions—by accurately creating, maintaining, and closing service orders based on customer requests.
• Accurately creates, updates, and maintains customer records, notes, and other relevant information as required by ensuring all customer information is correct and complete.
• Responds efficiently and professionally in a high-pressure, fast-paced environment to address and resolve inquiries and complaints.
• Communicates information clearly, effectively, and tactfully—both orally and in writing—and fosters positive working relationships with colleagues, other departments, external agencies, and the public.
• Exercises sound judgment and makes appropriate decisions in alignment with established policies and procedures.
• Processes incoming customer correspondence and takes timely and appropriate action.
• Maintains a consistent, proactive, and professional demeanor in all interactions with customers and team members.
• May be required to acquire and apply new methods, technologies, or equipment relevant to this role as they become available.

Skills And Physical Abilities Required

• Ability to remain focused and productive while working at a computer workstation for extended periods.
• Strong analytical and research skills for investigating and resolving customer inquiries effectively.
• Proficient in computer operations, including the use of relevant software applications and specialized customer service systems.
• Proficient in grammar, spelling, punctuation, and business writing for verbal and written communication.
• Thorough knowledge of business machines and the application of modern office practices and procedures.
• Ability to gain a working to thorough knowledge of department functions, regulations, and policies.
• Ability to work independently and carry out assigned projects to completion.
• Creative ability to take desktop publishing projects from concept to fruition with minimal direction.
• Ability to adhere to prescribed routines and practices.
• Ability to effectively manage multiple projects and maintain complex records.
• Ability to work well with others and assist the public cooperatively and courteously.
• Ability to assume assigned duties on behalf of his/her superior.
• Ability to learn and adhere to City and departmental rules, regulations, guidelines, and procedures.
• Ability to lift upwards of 50 pounds.

Environmental Conditions

• Work is primarily performed inside in an office setting.
• Must be able to work closely with others and under possible stressful conditions.