Address
Form of work
SalaryProvides exceptional customer service and specialized technical duties for the City Manager's Office Customer Service Division; performs related work as required, using independent judgment to provide this service.
In a fast paced environment, the employee acts as the first point of communication for all customers (including potentially difficult ones) in an effort to resolve the issue for their contact.The employee in this position is responsible for receiving customer contacts through a variety of media and providing excellent customer service to them through issue resolution via the "One Call to City Hall" model.
Examples of Duties
311 Support Coordinators provide comprehensive customer service in a contact center environment by providing thorough, complex, and accurate information regarding services and procedures. This is done while responding to a variety of municipal service customer inquiries that include, but are not limited to, service reports/orders/requests, reporting updates on previously created cases, entering notes for use/resolution, answering information-based questions, completing forms and education/outreach, processing payments, scheduling appointments, writing off late fees, and conducting research for difficult cases.
This coverage is achieved through the use of all City legacy applications and software used by the organization. 311 Support Coordinators are required to be at the expert/proficient level in all applications and software used by partner departments and are required to conduct business on behalf of the departments. The Support Coordinator uses independent judgment to make limited exceptions to standard City practices.
311 Support Coordinators are responsible for conducting peer and new employee on-the-job training for 311 and departmental staff regarding 311 operations, develop and update knowledgebase scripts/guidelines, assist in developing standard operating procedures and training materials, generating monthly reports on scripts and departmental information from the Customer Relationship Management (CRM) software and other applications.
An in-house typing test will be provided for this position.
A minimum score of 40% is required to pass. A written test is also required.
Essential Qualifications
- Good typing skills (40 wpm minimum);
- Excellent business writing skills;
- Ability to talk to a customer and type information into various software programs rapidly;
- Excellent memory;
- Strong organizational and time management skills;
- Ability to search databases;
- Attention to detail and ability to multi-task and carry out complex technical duties;
- Ability to interrelate with a variety of types of persons both on the phone and in person;
- Ability to advance to the proficient level in all software programs utilized by the City of Kalamazoo by the end of probation period.
Acceptable Training and Experience
- High school diploma or GED;
- Conscientious;
- Customer Service driven;
- Flexible;
- Team oriented;
- Excellent listening skills;
- Exceptional interpersonal, grammar, writing and information management skills;
- Problem investigation, reasoning and problem solving.
- 2+ years experience providing exceptional customer service in a fast-paced, high-pressure environment; experience with computer systems;
- Knowledge of standard customer service delivery practices and procedures sufficient to be able to process various types of phone/email contacts associated with customer service duties; or any combination of experience and training which provides the essential knowledge and skills.
- Bilingual reading, writing and speaking in the Spanish language is preferred.
The City of Kalamazoo is an Equal Opportunity Employer. We are committed to creating a diverse, equitable and inclusive organization where different perspectives and experiences are welcomed and encouraged. Studies have shown that women and people of color, are less likely to apply for jobs unless they meet all of the qualifications listed. The City of Kalamazoo is most interested in finding the best candidate for the job, and that candidate may be one from a less traditional background. If you have transferable experience, please tell us about it. This approach will give each current and potential employee the opportunity to learn, grow and contribute to the City of Kalamazoo.
The benefits for this position are negotiated between the City of Kalamazoo and the Kalamazoo Municipal Employees Association (KMEA)
For a summary of City of Kalamazoo benefits in KMEA positions, please visit our website: www.kalamazoocity.org/benefits
Please note: these benefits are subject to change.
