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311 Customer Support Specialist
2 months ago
Location: Lansing, MI
Job Type: Full-Time
Job Number: 00337
Department: NEIGH CTZN ENG
Division: Call Center 311
Job Overview
This position involves specialized customer support duties, focusing on receiving, screening, and addressing various customer service inquiries as part of the 311 Customer Service Call Center.
The City of Lansing is a vibrant capital city that provides an excellent environment for living, working, and enjoying recreational activities. It features a diverse economy, cultural attractions, educational institutions, and is strategically located near major points of interest. The City of Lansing offers a competitive salary and a comprehensive benefits package, including medical, vision, dental, paid vacation, sick leave, and holiday pay.
Key Responsibilities:
- Effectively manage non-emergency and technical communications, along with administrative tasks related to the operations of the 311 Customer Service Center.
- Engage with citizens/customers in person for payment processing and information sharing.
- Evaluate and respond accurately to a variety of citizen service requests and municipal service inquiries.
- Work in accordance with established procedures while exercising independent judgment to assess and address citizen needs.
- Collaborate with supervisory staff on complex or unusual cases.
- High school diploma with additional coursework in business administration and customer relations training.
- Three (3) years of relevant progressive work experience, including two (2) years in call center or dispatch operations preferred.
- Alternatively, an equivalent combination of training and experience may be considered.
- Minimum of three years of professional experience in managing technical business processes is required.
- Experience in cash handling and computerized payment systems is highly preferred.
- Bilingual skills at a conversational level are advantageous.
- Formal customer service training and relevant work experience are highly valued.
- Ability to work independently without supervision.
- Must be eligible for bonding.
- Preference may be given to candidates with call center operations experience.
FULL JOB DESCRIPTION AVAILABLE UPON REQUEST
HAND DELIVERED APPLICATIONS WILL NOT BE ACCEPTED.
The City of Lansing is an Equal Opportunity Employer and a Certified Veteran Friendly Employer.
The City of Lansing is committed to providing reasonable accommodations to applicants and employees with disabilities as needed. If you require accommodations during the application or hiring process, please notify the Department of Human Resources. Each request will be evaluated on a case-by-case basis.
