Contact Center Representative

Hiring Range: $31,201 to $37,000

To provide assistance to citizens requesting city services and local government information. This is accomplished by answering incoming calls and serving as the first point of contact for citizens and businesses. Other duties include monitoring assigned suites, generating reports, and serving as a bilingual interpreter.

Duties/Responsibilities:

• Provides assistance and information by answering incoming calls; offers information to callers; assists walk-in customers; and could serve as a bilingual interpreter.
• Routes calls by categorizing incoming calls and directing them to the appropriate division.
• Creates service requests by analyzing incoming calls; creates requests; forwards requests; and follows up with other city departments on open requests.
• Performs administrative duties by monitoring databases and creating reports.

Minimum Qualifications & Experience:

• Six-months/one year of advanced study or training past the high school/GED.
• One or more years of related telephone and face-to-face customer service experience.

Additional Preferred Skills:

• Previous call center experience.
• Ability to multi-task.
• Bi-lingual in Spanish or American Sign Language (ASL).
• Proficiency with MS Office applications, specifically Word and Excel.
• Ability to work in a teamwork environment.
• Ability to multitask using multiple technical platforms.