Citizen Contact Agent II

Salary : $48,484.80 Annually
Location : Albuquerque, NM
Job Type: Full Time
Job Number: 2400759
Department: Technology and Innovation
Division: TI-311 Citizen Svcs Call Cntr
Opening Date: 12/14/2023
Closing Date: 12/29/2023 11:59 PM Mountain
Bargaining Unit: NU
Position Summary
Answer and respond to non-emergency call center requests using a multi-line phone systems; receive and respond to escalated calls;use effective problem-solving techniques to evaluate and resolve complex customer requests; operate a computer terminal to provide detailed, accurate and verified information to citizens, businesses and City of Albuquerque employees concerning a variety of City services;receive, evaluate, prioritize and relay non-emergency and in some instances emergency calls to appropriate service personnel; forward specific calls to appropriate agencies for further assistance; gather, receive, record and disseminate a variety of incoming information; and provide supervisory leadership in the absence of the shift leader.
This is an unclassified at-will position.
Job descriptions are intended to present a general list of tasks/duties performed by employees within this job classification. Job Descriptions are not intended to reflect all duties performed within the job.
Minimum Education, Experience And Additional Requirements
Education and experience directly related to the minimum requirements below may be interchangeable on a year for year basis.
High school diploma or GED supplemented by thirty (30) credit hours college level course work in general studies; and
Three (3) years of computer operations, word processing or data entry; and
To include two (2) years of experience in telecommunication in a high volume telephone call area or at an equivalent level in a high volume customer service area.
ADDITIONAL REQUIREMENTS:
Must be able to work holidays, weekends, irregular hours and shift work may be required with possible extension of shift hours, at times with short notice.
Preferred Knowledge

• Operations, services and activities of a comprehensive call center program
• Call center best practices for providing various inbound and outbound services
• Principles and best practices of customer services
• Computers, internet browsers, search engines, email and instant messaging
• MS Office computer software applications to include Word, Excel and Power Point
• Correct usage of spelling and correct grammar
• Problem-solving techniques
• Principles and practices of record keeping
• Pertinent Federal, State and local laws, codes and regulations

Preferred Skills & Abilities

• Provide a wide variety of assistance and information to citizens
• Research, analyze and resolve customer problems and inquiries
• Respond to escalated calls
• Provide training
• Prepare and maintain accurate and complete records
• Operate a computer efficiently using internet browser applications, searching, email and instant messaging
• Communicate clearly and concisely
• Establish and maintain cooperative working relationship with those contacted in the course of work
• Perform the essential functions of the job with or without reasonable accommodation

City of Albuquerque Employee Benefits
The City is committed to providing employees one of the most comprehensive and reasonably priced benefit packages available in New Mexico. We hope that you will find the coverage offered provides you with the choices and options necessary to keep you and your family healthy and well.
The City offers regular, full-time and part-time employees the option of participating in a variety of group insurance plans. Both Regular and Temporary (non-seasonal) employees participate in the state's retirement system.
Additional Benefit information is available by clicking on the links below.
01
Do you possess at least two (2) years of experience in telecommunication in a high volume telephone call area or at an equivalent level in a high volume customer service area?

• Yes
• No

02
Are you able to work holidays, weekends, irregular hours and shift work that may be required with possible extension of shift hours, at times with short notice?

• Yes
• No

03
I acknowledge that I am applying for an unclassified at-will position. Interviews may or may not be conducted as unclassified positions can be appointed.

• Yes
• No

04
Select the highest level of successfully completed related education as identified by the minimum requirements (if applicable, attach supporting degree or transcripts).

• No High School Diploma
• High School Diploma or GED
• Non/degree accredited
• Associates
• Bachelors
• Masters
• Juris Doctorate
• Doctorate

05
Select the number of years of work experience you possess which relates to the minimum requirements, if applicable, add verifiable time in a temporary upgrade status and/or volunteer experience when selecting number of years.

• No experience
• 1 to less than 6 months
• 6 to less than 12 months
• 1 year to less than 2 years
• 2 years to less than 3 years
• 3 years to less than 4 years
• 4 years to less than 5 years
• 5 years to less than 6 years
• 6 years to less than 7 years
• 7 years to less than 8 years
• 8 years to less than 9 years
• 9 years to less than 10 years
• 10 years to less than 11 years
• 11 years to less than 12 years
• 12 years to less than 13 years
• 13 or more years

Required Question