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Position Purpose
The Customer Service Agent I provides non-emergency communication and response to citizens requesting city services. Dispatches calls where appropriate and directs requests to field staff.
Essential Functions
1 Receives and responds to non-emergency calls from citizens; generates appropriate service requests and handles the dispatching of appropriate crews and equipment; operates a multi channel radio to send and receive information to and from field techs.
2 Tracks, documents, and monitors customer interactions; explains and interprets City policies and procedures, addresses service requests and concerns, and directs customers to necessary parties to resolve problems and provide assistance.
3 Provides follow up to citizen requests; ensures field techs have been dispatched and situations have been resolved in a timely and effective manner; addresses utility concerns, neighborhood or City inquiries, or other non-emergency concerns.
4 Receives, prioritizes and dispatches non-emergency service requests to City field staff; interacts and engages with different levels of management to resolve or report an issue; alerts units of emergency situations.
5 Determines and identifies the code of incidents; inputs and transmits call information entering incident data in computer to ensure documentation of incident and transmittal to dispatcher for prompt response.
6 Thoroughly interviews callers to obtain all necessary information to ensure a prompt appropriate response to particular situation and document an accurate and complete report of the incident, situation, or service request.
7 Handles complex or unusual customer problems and questions to resolve the issue and respond to customer needs.
8 Dispatches and processes non-emergency type of city service requests or concerns from citizens in areas such as requests for water turn-on’s, or calls involving flooding conditions, signal outage, potholes, water meter being out, junk motor vehicle removal, apartment complaint, etc. to ensure quality customer service is provided.
9 Maintains numerous record logs for time, identification, and type of service provided.
10 Performs any and all other work as needed or assigned.
Minimum Qualifications
EDUCATION:
High school diploma or GED.
EXPERIENCE:
Two (2) years of customer service experience involving face-to-face and/or phone contact, data entry and recordkeeping.
EQUIVALENCY(IES):
An Associate degree (or higher) in any field will meet the education and experience requirements.
OTHER REQUIREMENT(S):
Availability to work varying shifts including nights, weekends, holidays and twenty-four/seven (24/7) recall 365 days per year.
Availability to work beyond scheduled shift due to unforeseen operational needs or weather events that arise without notice.
Must pass Transportation Security Administration (TSA) background check.
No FELONY convictions within the last ten (10) years.
PREFERENCE(S):
Candidates with an aviation or communications degree or with dispatch/emergency management experience at an airport are preferred.
English/Spanish bilingual skills are a plus.
Airport experience is not required but is preferred.
Effective communication and listening skills.
Microsoft Office or similar software skills.
Ability to interpret policies and follow established procedures/guidelines.
Ability to use a computer keyboard with sufficient speed to meet job demands.
Ability to multitask.
Aviation: The call center takes non-emergency (60%) and emergency (40%) calls and is a twenty-four/seven (24/7) operation. The ideal candidate is an experienced customer service representative who has excellent communication and customer service skills (airport and/or call center experience would be an advantage).
Supplemental Information
1 Knowledge of City services and programs.
2 Knowledge of telephone etiquette and procedures.
3 Knowledge of City layout, streets, highways, and general directions.
4 Knowledge of policies and procedures of non-emergency situations.
5 Knowledge of customer service policies, procedures, and guidelines.
6 Ability to handle large call volume, identify resources, and provide the correct responses.
7 Ability to dispatch non-emergency calls to address situations.
8 Ability to apply policies and procedures quickly and effectively.
9 Ability to receive and handle complaints, requests, and information.
10 Ability to perform data entry and work processing.
11 Communicating effectively verbally and in writing.
12 Establishing and maintaining effective working relationships.
