Nature of Work
The purpose of this job is to receive and respond to customer service needs as part of the 311 Customer Service Center through multiple channels including phone, in-person and email interactions. The 311 Customer Service Representative handles non-emergency, technical communications and administrative services related to the operations of the 311 Customer Service Center. Provides thorough, complex, and accurate information regarding informational inquiries, services and procedures while responding to a variety of municipal-related services. Acts as an intermediary between the customer, department and agency staff using 29 Enterprise applications through updating information, setting up accounts, writing off late fees, providing and filling out forms for the customers, reporting work orders, setting up appointments, scheduling permit inspections, etc. Resolves customer complaints related to requests for service that are field operational in nature (for example streetlight/main break/fire hydrant work orders and pothole/damage claim/street barricades service requests.
The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.
Assists customers via telephone, mail fulfillment and/or problems related to city procedures and services by asking questions to determine customer needs aligned with proper resolution practices.
Provides direction and accurately refers callers and walk-ins to a variety of non-city multi-jurisdictional governmental and community resources.
Creates new cases and assesses cases in the Microsoft Dynamics Customer Relationship Management (CRM) module to enter, track, document, forward and review information on customer inquiries or problems.
Provides updates on previously created cases, enters resolutions provided to customers and assigns cases or creates service orders for various partner departments and agencies.
Accesses customer bills and processes payments for appropriate accounts. Provides customer receipts and receipts for record keeping.
Assists callers with troubleshooting of their accounts, resetting passwords and looking up items such as recurring payments.
Creates and organizes service requests to ensure work is efficiently and accurately completed. Completes reporting for several departments throughout the City.
Reports problems such as damaged sidewalks, sewage backups, refuse and recycle misses, street light, traffic signal and sign outages, fallen trees and broken branches to appropriate departments.
Gathers data into reports in order to track trends and patterns which assist with problem solving within 311 and other departments.
Receives various payments for bills and deposits, opens and balances cash drawer, counts and validates deposits and prepares daily deposit for drawer.
Develops CRM scripts for use by staff as directed by management.
Develops training guides, conducts agent sit-with and conducts training for peers and departmental visitors.
Minimum Training and Experience
High School diploma (or GED equivalent)
--AND--
At least two (2) years of related work experience, of which one (1) year of experience in call center or dispatch operations is preferred
--OR--
Any equivalent combination of training, education, and experience that provides the required skills, knowledge, and abilities
