Customer Service Specialist

Several full-time positions available with the Water Department, Consumer Services Division located at 4800 E. 63rd St.
Salary Range: $19.27-$28.01/hour
Normal Work Days/Hours: Monday-Friday, 8:00 a.m.-5:00 p.m.*Full-time telework available after 6 month probationary period.
Application Deadline Date: April 1, 2024

• Communicates directly with customers via phone or in-person interactions in a professional and courteous manner and in written communication via email and letters.
• Assists Customer Service Representatives in accurately and efficiently performing their responsibilities, providing support as needed.
• Investigates and resolves complex customer inquiries, requests, complaints, account, and billing issues in a timely and accurate manner through thorough research, account analysis, and referencing ordinances, policies, and procedures.
• Investigates bad debt accounts and attaches documents to customer accounts.
• Processes incoming/outgoing mail and return mail, and handles requests submitted online and/or via the electronic work queue.
• Processes orders for installation, turn-on, discontinuation, or changes in water services with precision and efficiency.
• Records all customer interactions and changes to accounts comprehensively, including complaints regarding billing, service rendered, or service failures.
• Ensures accuracy in documentation and route information to appropriate divisions for investigation or follow-up.
• Collaborates effectively as a member of a Customer Service delivery team, contributing to the overall success and efficiency of the team's operations.
• Adheres to established Customer Service processes and procedures to ensure efficient and effective handling of customer inquiries and issues.

REQUIRES high school graduation and 3 years of public or private sector experience in Customer Service work at the level of the City's Customer Service Representative or higher; OR an equivalent combination of education and responsible Customer Service experience at the level of the City's Customer Service Representative or higher. Preference will be given to candidates with previous experience in a call center environment, as they will have demonstrated skills in effectively communicating with customers over the phone and addressing their inquiries and concerns in a professional manner.

URGENT!!! CRITICAL RECRUITMENT INFORMATION

Applications and/or resumes are evaluated on the information received by the application deadline. Please ensure that your application or resume clearly demonstrates how you meet the minimum qualifications for the position for which you are applying, this includes providing all relevant educational dates and a detailed description of relevant work experience, including months/years of employment. Applications and/or resumes may not be considered if information is incomplete.

In order for a resume to be used in lieu of an application the resume must have been submitted online via the City’s Applicant Tracking System.

Positions requiring a high school diploma/GED certificate must be obtained from a school/program accredited by the Department of Education and recognized by the U.S. Secretary of Education.

The minimum education requirement for positions that allow for experience equivalency for an accredited degree is a high school diploma. Unless otherwise specified, an accredited degree must be obtained from a college or university listed with the U.S. Department of Education and recognized by the U.S. Secretary of Education.

For positions with a salary grade of EX6 or higher that require an accredited degree, qualifying professional experience must be obtained AFTER the accredited degree is obtained.

Successful completion of a pre-employment criminal history/background check is required for all positions. Some positions require a post offer drug screen and/or physical.

If appointed, non-residents must obtain residency inside Kansas City, Missouri's city limits within nine months.

The City of KCMO is an equal opportunity employer that values diversity and inclusion in the workplace. The City is committed to providing a workplace environment for its employees and citizens free from discrimination based on race, color, sex (including pregnancy), national origin, religion, age, disability, marital status, genetic information, sexual orientation, or gender identity. For more information, please see our EEO Policy

The City of KCMO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 816-513-1908 or send an e-mail to accommodations@kcmo.org.

If claiming military veterans' preference points, you must attach a copy of your DD-214 or a DD-256 (for reservists). To claim veterans’ points you must have served 180 days of regular active duty service and be discharged or released under honorable conditions during peacetimes or 90 days of active duty service, one (1) day during “wartime” and a last discharge or release under honorable conditions. (DOD) 38 U.S. Code § 4211).