Customer Service Agent

1 month ago

Alexandria, United States City Of Alexandria Virginia Full time
Customer Service Agent

The City of Alexandria is in northern Virginia and is bordered by the District of Columbia (Potomac River), Arlington, and Fairfax counties. With a population of approximately 150,000 and a land area of 15.75 square miles, Alexandria is the seventh largest city in the Commonwealth of Virginia. Alexandria has a charming waterfront and is a unique and historic place to live and work. About one-quarter of the City's square miles have been designated as a national or local historic district. We proudly embrace our rich history and seize the endless opportunities. If you are interested in working for the vibrant City of Alexandria, we invite qualified candidates to apply for our Customer Service Agent position.

An Overview

This position responds to non-emergency services for both 911 public safety and 311 city services. The Customer Service Agent (CSA) responds to and assists with inquiries or concerns related to City of Alexandria services via various mediums. The work of the Customer Service Agent (CSA) is performed under the general direction of the Assistant Director of 311.

This position answers calls for public safety non-emergency (911) and for city services and information (311). The Customer Service Agent (CSA) responds to requests and concerns through various mediums including but not limited to phone, email, web and social media. The work of the CSA is performed under the general direction of the Assistant Director of 311.

What You Should Bring

The ideal candidate should be well-versed in telephone and computer systems, including City Works and Salesforce software, and understand how to operate a centralized contact/call center. They need to quickly learn and remember details about City of Alexandria services and resources and know how to address customer needs effectively. Strong customer service, excellent verbal and written communication skills are crucial, including the ability to handle challenging situations calmly.

The candidate should also be skilled in working with the public and building good relationships within the department. A solid understanding of Computer-Aided Dispatch (CAD) software and city geography, including map reading, is required. Familiarity with police terminology, policies, and procedures will be learned during department training.

The Opportunity
Creates, accesses, and processes service requests (from beginning to resolution) in the City's customer relationship management system (e.g., Salesforce).Receives and processes non-emergency calls for service (e.g., parking, graffiti, and animal control complaints,) for entry into the computer-Aided Dispatch System (CAD).Receives 911 non-life-threatening joint response calls for service (e.g., mental health, substance abuse, domestic violence) for entry into the computer-Aided Automated Dispatch System and evaluates for dispatch response.Obtains and processes towed vehicle information using Virginia Criminal Information Network (VCIN) technology and associated computer programs.Transfers or directs callers to the appropriate personnel or to other City departments. Performs related work, as required.

About the Department The Department of Emergency and Customer Communications (DECC) ensures the effective delivery of routine and emergency calls for service to the City of Alexandria public safety departments. Our highly trained staff of professionals always strives to provide the best service possible to the public. Our employees are the most dedicated you will find anywhere, going above and beyond the call of duty to serve. Alexandria's 9-1-1 center is accredited by the Commission on Accreditation for Law Enforcement Agencies, Inc. (CALEA). Alexandria's 9-1-1 center is one of only eight in Virginia to hold such accreditation. If you would like to review more about our department, please click the following link Emergency and Customer Communications.

Minimum & Additional Requirements

Minimum & Additional Requirements

High School Diploma or GED; two or more years’ experience in communication, call center and/or customer service operations or a related field, or any equivalent combination of education, experience, and/or training which provides the requisite knowledge, skills, and abilities for this job. Must obtain the Virginia VCIN/NCIC (Virginia Criminal Information Network/ National Criminal Information Center) Level A certification within six (6) months of hire. The Virginia VCIN/NCIC mandates that all persons defined as a basic terminal operator be a United States citizen or be lawful resident of the United States for the past ten (10) consecutive years as well as be employed by a criminal justice agency prior to applying for certification.

Preferred Qualifications

Bilingual in English and Spanish or any other foreign language.

Notes

This position requires the successful completion of pre-employment checks and medical testing including but not limited to a criminal history records check, fingerprinting, drug screening, vision and hearing exam, polygraph, psychological testing. This position is considered essential personnel and will be required to report to work regardless of the emergency (i.e., weather, transportation, or other disaster).

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