Customer Relations 311 Service Rep JD 03 Feb 15JOB DESCRIPTION
Title: Customer Relations/311 Svce. Rep. Department: Public Affairs
Location: Admin Bldg. #2/Civic Center Grade: 17-1
Classification:
Non-Exempt EEO-4: Administrative Support
POSITION SUMMARY: Position is responsible to collect and process public and in-house requests for information or actions that are
received through the 311 Call Center. To include providing day-to-day customer service needs for new and existing customers, inputting work orders, dispatching city staff to customers
as required and following up with customers to ensure that work orders were completed to their satisfaction while providing excellent customer service. The 311 Call Center provides
citizens with a single point of contact for all non-emergency services that can be reported in person, electronically or by any other means of communication. Performs administrative
and office support activities for multiple supervisors. Duties may include fielding telephone calls, receiving and processing invoices, creating spreadsheets and filing. Work is performed
under general supervision.
ORGANIZATIONAL RELATIONSHIPS:
REPORTS TO: Public Affairs Office Manager
2. DIRECTS: Exercises no supervision
3. OTHER: Direct contact with internal and
external customers
RESPONSIBILITIES:
Maintains professional relationship and demeanor with all customers providing all services with courtesy and patience by gathering information,
creating work orders, dispatching work to specific departments, responding to routine questions, taking and reporting complaints from the customer and contacting customers to ensure
that work was completed.
Reviews customer information with reference to existing customer service database to insure work orders are completed within the guidelines of the Web Q- A,
contacting department representatives on delinquent work orders per proper policies and procedures.
Provides outstanding customer service by being accurate, and efficient.
Provides consistent
and accurate information to citizens.
Answers incoming requests in a friendly manner, responds to routine questions and takes complaints from the general public; inputs and/or logs information
received into the call center’s communications and computer equipment; directs requests to the appropriate department or agency for further action.
Provides one point of contact for
people to call with questions or requests for service.
Provides information regarding City programs and services, special events and other City sponsored activities.
Prepares shift statistical reports on shift activity.
Answers questions from callers regarding City service and providing directions to City facilities.
Deals directly with the public
in person and over the phone in giving out general information, answering questions and gathering facts and pertinent information regarding various City services, problems and complaints,
thereby reducing or eliminating the calls to the city that end up in voice mail or are rerouted numerous times to the wrong staff person.
Provides general information and telephone numbers
for various City, County, State and Federal offices and other agencies.
Detail oriented
Ability to stay calm under pressure
Methodical and thorough approach to work
Organized
Ability
to multi- task and prioritize.
A great team player
A desire to show initiative
PHYSICAL REQUIREMENTS AND ENVIRONMENTAL CONDITIONS:
Physical requirements include occasional lifting/carrying
of 10 pounds; visual acuity, speech and hearing; hand and eye coordination and manual dexterity necessary to operate a computer keyboard and basic office equipment. Subject to sitting,
standing, reaching, walking to perform the essential functions of the job. Works in a well-lit office environment.
REQUIRED KNOWLEDGE, SKILLS, ABILITIES AND TRAINING:
Two (2) years
of experience dealing with the public servicing client/customer requests.
PREFERRED: Bi-lingual speaking and/or customer call center experience. Municipal government experience.
Must
maintain specific knowledge of related computer software required to perform any role, function or task required for day-to-day operations relating to issuance of work orders and/or
information requests.
Must be proficient in Microsoft Office programs such as Word, Excel, and PowerPoint. Must possess the ability to communicate verbally and in writing.
Knowledge
of English usage, spelling, and punctuation.
Knowledge of modern office practices, procedures, equipment, and clerical techniques.
Ability to learn City and departmental policies, procedures,
and administrative systems.
EDUCATION, WORK EXPERIENCE, CERTIFICATIONS AND LICENSES REQUIRED:
Two (2) years of college from an accredited college or university with an Associate’s Degree.
Or equivalent combination
of education and experience.
Two (2) years of general office or administrative experience
LICENSES OR CERTIFICATES:
Texas Notary Public Commission
Valid TX Driver’s License Required:
X Yes No If required, state reason why:
Maybe required to attend offsite training and will need to check-out City vehicle.
I have reviewed this job description and find it to
be an accurate description of the demands of this position.
_____________________________
Name of Employee (Print)
_____________________________
Signature of Employee (Print)
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Date
This job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive
list of all responsibilities, duties, and skills required of personnel so assigned to this position. This job description is subject to change as the needs and requirements of the job
change.