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Customer Support Specialist

2 months ago

Texas, United States City of Arlington Full time

Job Title: Customer Service Advocate

Company: City of Arlington

JOB SUMMARY

This role acts as a liaison for customer service, addressing inquiries and providing essential information to the community regarding the various functions of City departments.

KEY RESPONSIBILITIES:

  • Deliver customer service through various communication channels (multi-line ACD phone, email, web, and face-to-face).
  • Utilize independent judgment and interviewing skills to evaluate, categorize, and direct citizen inquiries, grievances, and service requests.
  • Investigate and initiate appropriate responses to requests, concerns, or issues.
  • Input data into multiple work order management systems to ensure effective routing, response, and resolution.
  • Offer administrative support and assistance in addressing departmental informational requests.

ADDITIONAL RESPONSIBILITIES:

  • Proactively gather information and perform general administrative duties.
  • Interpret various documents such as City codes, ordinances, reports, and manuals.

MINIMUM QUALIFICATIONS:

  • Familiarity with multi-line telephone systems, email platforms, and appropriate telephone etiquette.
  • Ability to learn about the City's official website, services, departments, officials, and governmental structure.
  • Strong listening skills, comprehension of oral and written instructions, and the ability to convey detailed information.
  • Proficient in operating various office equipment and managing multiple tasks efficiently.
  • High school diploma or GED equivalent with a minimum of two years of experience in customer service or general office settings.

Additional Requirements:

Experience in call centers and heavy phone usage is highly preferred. Bilingual (Spanish) skills are advantageous. Successful completion of pre-employment screening, including a criminal background check, is required.