Duties and Responsibilities

Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below:

• Uses office equipment and software to receive and respond to customer requests and complaints, document needs and concerns, and refer customers to other parties.
• Establishes and updates customer records, makes account adjustments, and processes payments.
• Demonstrates exemplary customer service skills and etiquette while communicating with customers both verbally and in writing.
• Schedules services and/or dispatches service providers based on set parameters. Communicates with operational teams at designated times and when changes will affect work plans and/or customer needs or solutions.
• Operates systems and software to find, verify, and enter information, distribute information or correspondence, and to track/report time spent on various tasks.
• Reconciles/updates customer accounts, funding sources, and billing systems.
• Applies designated procedures, guidelines, tools, and resources to accomplish job duties.
• Coordinates with other departments, organization, or service providers based on customer needs and established guidelines.
• Follows up with customers at designated frequency, intervals or sets of circumstances to give updates, provide notification or guidance, and request information or feedback.
• Provides customer service support or related duties when required by the Office of Emergency Management.
• Investigates complaints, account discrepancies, and system issues.
• Reconciles/updates customer accounts, funding sources, and/or billing systems for advanced and emergency needs.
• May serve as team lead for other customer service representatives in the department/work unit.
• Resolves customer service challenges that don’t fit standard solutions.
• Performs other related duties as required.

Job Specifications

• Knowledge of standard call center operations and customer service best practices.
• Skill in the use of service-oriented phrases and techniques to achieve resolution.
• Skill in listening actively to discern customers’ needs.
• Ability to evaluate customer information to determine course of action.
• Ability to communicate effectively both orally and in writing.
• Ability to work effectively with others.
• Ability to perform accurate computations and verifications of data.
• Ability to use computer and software to quickly and accurately enter data.
• Ability to coordinate and oversee the work of others and perform team lead duties.

Physical Requirements

• Employees will be in an office environment in a sedentary position.

Work Category

• Sedentary work - Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Minimum Qualifications Required

• Graduation from high school or possession of a GED certificate; AND
• Two years of experience as a customer service representative in a call center; OR
• An equivalent combination of experience, education, and training that would reasonably be expected to perform the job-related competencies noted above.