M-F 8am-1pm or 10am-3pm or 12pm-5pm (may be additional hours available depending on call volume)
Receives and processes all non-emergency calls services and information;
Provides project management support and general support with assigned projects; also provides performance support as necessary for special assigned projects;
Establishes relationships with key stakeholders from departments and divisions by communicating any outstanding issues/opportunities/key findings of the Department and potential partnering with departments;
Performs customer service functions by telephone, Internet, e-mail, fax, mail and social media and determines nature/urgency of the issue; categorizes and codes complaints for data entry purposes and to monitor resolution;
Works with a variety of software systems and social media tools, and updates systems with new information as received (i.e. Cubis etc.)
Reviews customer contact issues, gathers new content and develops new processes, while working with management on implementation and continued improvement of existing services;
Performs keyboarding and data entry functions by keying data into computer system; enters, retrieves, reviews or modifies data in computer database; verifies accuracy of entered data and makes corrections (keyboarding test will be administered);
Provides information and assistance related to services/activities, procedures, documentation, or other issues; responds to questions, complaints, or requests for service; analyzes data to determine proper response to inquiries;
Researches requests, problems, and complaints and initiates appropriate action; generates work orders to resolve service issues; locates and contacts appropriate personnel in agencies/departments for information or assistance with problem resolution; refers problems to other departments/individuals as appropriate;
Monitors calls regularly to ensure proper consideration is given all in a customer-friendly manner and to ensure correct information is communicated at all times;
Monitors status of complaints and requests to ensure proper resolution;
Assists with communication strategies including marketing ; speaking at a variety of public venues as requested;
Assists with keeping the department website current;
Assists Director with administrative reporting duties as needed;
Assists with hands on training for new hires;
Attends and assists with continual employee training programs as required;
Fills in for coverage of receptionist area as needed;
Works overtime as required;
Communicates effectively with supervisor, employees, other departments, officials, customers, the general public, outside agencies, and other individuals, as needed, to coordinate work activities,
Reviews status of work, exchange information, resolve problems and communicate vision.
Other duties may be assigned.
Associates Degree (AA) or equivalent from a college, technical/trade school (preferred), or equivalent combination of education and/or experience in a call center
Considerable experience in customer service, research, analysis and reporting of best business practices and project management.