Call Center Information Specialist 1

Salary: $18.10 Hourly
Location : City of Wichita - City Hall, KS
Job Type: Full-time
Job Number: CALL CTR INFO SPEC 1 - FT NJD
Department: Public Works and Utilities
Division: PWU Call Center
Opening Date: 09/03/2026
Closing Date: 9/17/2026 11:59 PM Central
Bargaining Unit: 2000


Distinguishing Features of Work
The Call Center Specialist for Public Works & Utilities plays a vital role in delivering exceptional customer service and accurate information to citizens regarding the Water Utility and other City departments. Reporting directly to the Call Center Supervisor, this position is responsible for delivering excellent Customer Service to the Citizenry and providing accurate information regarding the Water Utility and other Departments of the City by using appropriate, resources, institutional knowledge and directed training. The Specialist ensures efficient handling of inquiries, complaints, and service requests. This role requires a proactive approach to customer service, ensuring that citizens receive timely, clear, and accurate information. The Specialist's performance is closely monitored against set goals and is evaluated on a daily, weekly, monthly, and annual basis. This position represents the front line of communication between the City and its residents, requiring a high level of professionalism, empathy, and problem-solving abilities.

Workdays and Hours - Monday - Friday - 8:00am - 5:00pm

Bargaining Unit: Service Employee's International (SEIU)

**Employees within the department or division shall be given first consideration

** Posting may close at any time**

Examples of Work Performed

• Answer calls and respond to emails
• Handle customer inquiries both telephonically and by email
• Research required information using available resources
• Manage and resolve customer complaints
• Provide customers with product and service information
• Enter new customer information into system
• Update existing customer information
• Process orders, forms and applications
• Identify and escalate priority issues
• Route calls to appropriate resource
• Follow up customer calls where necessary
• Document all call information according to standard operating procedures
• Complete call logs
• These examples are not intended to be all-inclusive.
• Other related duties may be assigned as needed.

Requirements of Work

• Knowledge of customer service principles and practices.
• Knowledge of call center telephony and technology.
• Knowledge of administration and clerical processes.
• Excellent use of active listening, problem solving and analysis skills
• Ability to use a computer to access, interpret, and record information.
• Ability to accept and respond to a steady volume of requests for information and/or service, both in person and over the phone.
• Ability to develop and maintain effective working relationships with associates, employees of other departments, representatives of outside agencies, and the public.
• Ability to communicate clearly and effectively, both orally and in writing.
• Ability to provide excellent customer service.
• An employee shall not pose a direct threat to the health or safety of other individuals in the workplace.

Experience and Training
Required Experience and Training

• High school Diploma
• One (1) year of experience in a call center providing customer service.
• One (1) year of experience managing and responding to a large volume of customer calls daily.
• Must be legally authorized to work in the United States without the need of a sponsorship.
• Attainment of passing scores on pre-employment tests:

1. Call Center Customer Service Survey
2. Call Center Customer Service Scenarios
3. Call Center Math

Preferred Experience and Training

• Six (6) months of experience in a public utility or government-related call center.
• Familiarity with municipal water systems, utilities management, or city services.
• Proficiency with CRM (Customer Relationship Management) software and other call center technologies.
• Bilingual in Spanish.

Offers of employment are contingent upon passing a pre-employment physical, which includes drug screening, and upon satisfactory evaluation of the results of a criminal record check.
Applicants have rights under Federal Employment Laws. Please find more information under the following links:
The City of Wichita is committed to providing a competitive pay and benefits package that helps the City hire and keep good employees. Find out more about what the City offers in the following sections.
Seasonal/Part-time-Limited Benefits Include:

• Employee Assistance Program
• Training

01


The following validates my highest level of education...

• High School/GED
• Some College
• Associates Degree
• Bachelors Degree
• Masters Degree
• Doctorate/JD

02


I have the following years of experience working in a call center providing customer service:

• less than 1 year experience
• 1 to 3 years' experience
• 4 to 6 years' experience
• + 7 years' experience
• I do not have any experience working in a call center providing customer service

03


I have the following years of experience managing and responding to a large volume of customer calls daily:

• less than 1 year experience
• 1 to 3 years' experience
• 4 to 6 years' experience
• + 7 years' experience
• I have no experience managing and responding to a large volume of customer calls daily.

04


I have the following years of experience in a public utility or government-related call center.

• 0 - 5 months experience
• 6 months - 1 year experience
• 2 to 4 years' experience
• 5+ years' experience
• I do not have experience in a public utility or government-related call center.

05


I am familiar with municipal water systems, utilities management, or city services.

• Yes, I am familiar
• No, I am not familiar

06


My proficiency with CRM (Customer Relationship Management) software and other call center technologies is:

• Beginner/Novice
• Intermediate
• Advanced
• Expert
• I do not have experience or proficiency in CRM (Customer Relationship Management) software and other call center technologies.

07


My proficiency speaking Spanish is

• Fluent speaker
• Moderate speaker
• Basic speaker
• No experience speaking Spanish

08


I am legally authorized to work in the United States without sponsorship.

• Yes
• No

Required Question