Customer Resources Specialist

The purpose of this position is to collect and process public and in-house requests for information or action that is received through the 311 Call Center. The 311 Call Center provides city citizens with a single point of contact for all non-emergency and utility based service calls that can be reported in-person, electronically, or by any other means of communication. Process utility payments, tax revenue and address public and in-house requests for information on utility billing accounts that can be reported in-person, electronically, or by any other means of communication. Customer Resource Specialist provide city citizens with a single point of contact for all non-emergency utility based service issues, property tax analysis assistance, and payment for utility services provided.

• Answers incoming requests in a friendly manner, responds to broad questions and takes complaints from the general public; inputs and/or logs information received into the call center’s communications and computer equipment; as a last resort, directs requests to the appropriate department for further action.
• Performs follow-up on a variety of requests for information or public complaints; gives out information of a broad nature; refers inquiries to other sources as required; receives and answers minor operation problems for users.
• Operates credit card machine, registers/cash-drawers, computer and telecommunication equipment; performs related routine clerical work; refers technical operation problems to appropriate personnel.
• Provides proactive support to a variety of internal and external individuals concerning a broad base of city issues, projects, services, and customer concerns.
• Assists with other Customer Care duties, such as special projects, training responsibilities or other similar tasks.
• Recommends and supports policies and procedures that guide and support the provision of quality services by the 311 Call Center.
• Refers to department operating procedures, administrative policies and procedures, regulations and standards, reference manuals and sources in performing assigned job duties; attends meetings, seminars and training sessions to remain knowledgeable of departmental operations and to promote improved job performance.
• Must use prescribed telephone etiquette as well as in person (Frontline) and follow customer service procedures; must be courteous to citizens and employees.
• Must support the core values of the Customer Care Department to include unfailing honesty and integrity, respect and compassion for all persons, first and foremost priority of serving customers, responsiveness and accountability to those served, and pursuing excellence in all endeavors undertaken.
• Must exhibit behavior that shows courtesy, decency, and respect to all persons, display a caring, helpful, and friendly attitude, takes pride in doing a good job, maintains a positive and cooperative attitude, is sensitive to creating and maintaining positive public perceptions, is eager and willing to serve, continually seeks to improve performance, looks for better ways to serve the public, serves with honesty and integrity, welcomes accountability, and fosters a positive team spirit.
• Obtains and verifies information and inputs call or in person information into computer for service requests/work orders; reviews, modifies, or corrects call information.
• Performs multiple tasks simultaneously; takes appropriate action when presented with a call or a stressful situation; in all circumstances maintains a professional composure.
• May be required to work on various shifts and overtime and/or during declared emergencies.
• As related to master property tax database, reviews and updates property ownership data, with a focus on accurate recording or exemption information as well as property delinquencies.
• Documents transaction entries into computer databases and accurately records amounts received and issues proper receipts
• Operates cash register, prepares daily deposits, balances drawer, files daily transactions, keys in batches and post transactions
• Prepares the daily cash report for his/her entries to balance cash drawer and prepares deposit slips in preparation for delivery to the bank.
• City issues, projects, services, and customer concerns.
• Assists with other duties, such as special projects, training responsibilities or other similar tasks.
• Performs the following tasks: data entry and other systems data, sending facsimiles, making photocopies, delivering mail, monitoring and ordering office supplies, locating and retrieving telephone numbers and addresses, and researching and contacting business/residences as necessary.
• Performs other related duties as assigned

Associate’s degree preferred with a minimum of 18 months experience or equivalent experience in a customer service, cash handling, ten key and call center operation or any equivalent combination of education, training and experience which provides the required knowledge, skills and abilities for this position.