311 Customer Service Liaison I

Salary Range is $48,000 to $50,000 annually

SUMMARY: 3-1-1 Customer Service Liaisons serve as the primary point of contact for residents attempting to request information and/or services from city departments. Liaisons actively listen to each resident’s concern while navigating multiple software solutions to create comprehensive customer resolutions. It is the liaison’s responsibility to ensure each resident-contact experience is characterized by confident responses, clear communication, professional demeanor, and accurate documentation.

SUPERVISION EXERCISED: Not applicable.

ESSENTIAL DUTIES AND RESPONSIBILITIES: This list represents the types of duties required by the position. Other duties may be assigned as reasonably expected.

• Performs excellent Customer Service functions by telephone, Internet, e-mail, and social media
• Receives and processes all non-emergency calls for city services and information;
• Provides project management support to the Director of 311 Customer Service and general support to the other Customer Service Liaisons with their assigned projects;
• Categorizes and codes complaints for data entry purposes and to monitor resolution;
• Works with a variety of software systems, and updates city systems with new information as received (i.e. Dynamics, Enquesta, Routeware.);
• Performs 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;
• Provides information and assistance related to City services/activities, procedures, documentation, or other issues; responds to questions, complaints, or requests for service; analyzes data to determine proper response to inquiries;
• Research requests, problems, and complaints and initiates appropriate action; generates work orders to resolve service issues; locates and contacts appropriate personnel in other City 2 divisions/departments for information or assistance with problem resolution; refers problems to other departments/individuals as appropriate;
• Assists with keeping the 311 website current;
• Assists Director of 311 Customer Service with administrative reporting duties as needed;
• Assists with mentoring new hires;
• Attends and assists with continual employee training programs as required;
• Works as long as needed during city emergencies, mandatory overtime with short notice is possible;
• Keyboarding skills at a rate of 45 words per minute accurately a plus;

NON-ESSENTIAL JOB FUNCTIONS: Performs general/clerical tasks, which may include making copies, sending/receiving faxes, filing documentation, or processing incoming/outgoing mail. Assist other employees or departments as needed. Performs other related duties as required.

QUALIFICATIONS To perform this position successfully, an individual must be able to perform each essential duty in a satisfactory manner. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE: Associate degree in business administration, Communication, Public Administration or related field and/or considerable experience in Customer Service or five + years in combination of relevant education, training, or experience.

KNOWLEDGE, SKILLS AND ABILITIES PREFERRED

• Outstanding Customer Service skills;
• Extensive knowledge of services and functions of Civil City and City Utility departments;
• Knowledge of proper procedure for receipt of calls and dispatch of information;
• Must have good facilitation and consulting skills;
• Ability to focus on problem-resolution in a professional manner;
• Ability to motivate others and maintain a positive working environment;
• Ability to stimulate others in developing new ideas to meet changing needs;
• Outstanding verbal and written communication skills;
• Outstanding interpersonal skills;
• Organizational skills, good technology skills and the ability to work with others;
• Capacity to work with a variety of City software systems, web browsers, and social media tools to assist constituents with their service request needs;
• Ability to speak Spanish a plus, but not required.

CERTIFICATES, LICENSES, REGISTRATIONS: None.

EQUIPMENT: Multi-screen desktop computer, multi-line telephone, headset, and other general office equipment (including, but not limited to, fax machine, copy machine, printer, etc.).

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is performed in an office setting with moderate temperatures. The noise level in the work environment is usually moderately low.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; talk and hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision, peripheral vision, and the ability to adjust focus. Tasks may involve extended periods at a keyboard or work station.