Customer Service Advocate
3 weeks ago
Job Summary:
Serves as customer service advocate and answers questions, inquiries and provides information to the public regarding all City department functions in a timely and courteous manner.
Key Responsibilities:
- Provides customer service functions via multiple points of contact, including phone, email, web, and in-person interactions.
- Uses independent judgment and interview techniques to analyze, assess and route citizen inquiries, complaints and requests for service to the appropriate work order management software or department application.
- Monitors status of complaints and requests to ensure proper resolution and responds to voice mail callers, enters data, and generates inspection reports from information received.
- Researches simple and complex requests, issues, or complaints and initiates appropriate action, locating and contacting appropriate personnel in other City departments for information or assistance with resolution.
- Enters data into various work order management systems to facilitate correct routing, response and resolution as they relate to customer inquiries or complaints.
- Provides administrative support and assistance in responding to department informational inquiries and updating informational databases.
Additional Responsibilities:
- Performs general administrative tasks such as copying, faxing, filing and mail processing.
- Reads and interprets general correspondence, City codes, ordinances, reports, budgets, minutes, policies and manuals.
Requirements:
A high school diploma or GED equivalent, plus two years experience in customer service, general office or similar environment. Call center and heavy phone experience strongly preferred. Bi-lingual (Spanish) strongly preferred. Must successfully complete required pre-employment screen which includes criminal background check.
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