Call Center Information Specialist 1

The City of Wichita is NOT an E-Verify Employer. Distinguishing Features of Work The Call Center Specialist for Public Waters 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 Specialists 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. 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 upscale 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. 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: #J-18808-Ljbffr