Customer Service Advocate

3 weeks ago


Houston, Texas, United States City of Arlington Full time

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:

  1. Provides customer service functions via multiple points of contact, including phone, email, web, and in-person interactions.
  2. 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.
  3. 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.
  4. 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.
  5. Enters data into various work order management systems to facilitate correct routing, response and resolution as they relate to customer inquiries or complaints.
  6. Provides administrative support and assistance in responding to department informational inquiries and updating informational databases.

Additional Responsibilities:

  1. Performs general administrative tasks such as copying, faxing, filing and mail processing.
  2. 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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