Customer Support Specialist

2 weeks ago


Texas, United States City of Arlington Full time

Job Title: Customer Service Advocate

Company: City of Arlington

JOB SUMMARY

The role involves acting as a liaison for customer service, addressing inquiries, and delivering information to the community concerning all City department operations.

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 suitable actions on requests, issues, or complaints.
  • Input data into different work order management systems to ensure proper routing, response, and resolution.
  • Provide administrative support and assistance in addressing departmental informational inquiries.

ADDITIONAL RESPONSIBILITIES:

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

MINIMUM REQUIREMENTS:

  • Familiarity with multi-line telephones, email systems, and proper telephone etiquette.
  • Ability to learn about the City's official website, services, departments, officials, and governmental structure.
  • Ability to listen, understand oral and written instructions, and convey detailed information.
  • Operate various office equipment and manage multiple tasks efficiently.
  • High school diploma or GED equivalent along with two years of experience in customer service or general office settings.

Additional Requirements:

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



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