Customer Service Agent

POSITION SUMMARY

Essential Responsibilities

• · Answer incoming calls in a timely and professional manner, responds to routine questions and takes complaints from the general public; inputs and/or logs information received into the call center’s communications and computer system; directs requests to the appropriate department or agency for further action
• · Properly log each call and ensure that the caller receives the correct information
• · Maintain professionalism at all times even during stressful phone interactions
• · Assists with other Call Center duties, such as emergency operations, special projects, and training responsibilities or other similar tasks
• · Must maintain specific knowledge of related computer software required to perform any role, function or task required for day-today operations relating to issuance of work orders and and/or information requests
• · Maintains working knowledge of all policies regarding the activities required for all city department’s day-to-day operations. Must be familiar with all city department’s times of operations, services performed, after hour procedures and contact persons for specific functions
• · Must use prescribed telephone etiquette and follow customer service procedures; must be courteous to citizens and employees
• · May be required to work overtime, weekends, holidays, and/or during declared emergencies
• · Maintain excellent diction, grammar, voice quality, and articulation
• · Combines knowledge of product, good work ethic, effective time management skills, and human relations skills to meet performance standards and positively influence the call center’s image