Customer Service Lead Representative

3 days ago

Reno, Nevada, United States City of Reno Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Lead Representative to join our team at the City of Reno. This is an advanced journey level class in the Reno Direct Citizen Service Representative series, responsible for leading, overseeing, and participating in the more complex and difficult work of staff responsible for performing a variety of specialized office support and clerical duties and activities in support of the City's Reno Direct customer service call center.

Key Responsibilities
  • Lead, plan, train, and review the work of staff responsible for providing the services and activities of the City's Reno Direct customer service call center.
  • Participate in performing the most complex work of the unit.
  • Maintain a variety of records and files related to assigned operations.
  • Prepare reports as required, including reports related to numbers of calls for service.
  • Perform the full range of specialized office support duties in support of the City's Reno Direct customer services call center.
  • Receive incoming telephone calls and evaluate requests for service according to established procedures and guidelines.
  • Enter pertinent information regarding calls for service into a service request format utilizing a computer aided request system.
  • Enter and retrieve information from various database systems, including QAlert, Tidemark, and GIS staff maps.
  • Assist the general public, outside groups and agencies, and City staff by providing routine information related to specific program area or City operations and activities in general.
  • Refer callers to appropriate City staff, department, or outside agency for further assistance as needed.
Requirements
  • Three years of general office support and clerical experience, including one year of experience in a customer service call center.
  • Ability to work under steady pressure with frequent interruptions and a high degree of public contact by phone or in person.
  • Ability to respond tactfully, clearly, concisely, and appropriately to inquiries from the general public, outside agencies, and other City staff.
  • Ability to correctly interpret and apply general administrative and departmental policies and procedures.
  • Ability to apply applicable federal, state, and local laws, codes, and regulations.
  • Ability to operate office equipment, including computers and supporting software applications.
  • Ability to type and enter data at a speed necessary for successful job performance.
  • Ability to coordinate multiple projects and complex tasks simultaneously.
  • Ability to communicate clearly and concisely, both orally and in writing.

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