Customer Service Specialist

GENERAL DEFINITION OF WORK

Under general supervision, serve as first point of contact to resolve non-emergency customer issues that are received through the Public Works Department. Receive and process customer requests for information or service that can be reported by phone, in person, or electronically. Maintain professional demeanor with customers providing all services with courtesy and patience, including gathering information, creating work orders, dispatching work to specific divisions, responding to routine questions, and contacting customers to ensure that work was completed satisfactorily.

ORGANIZATIONAL ACCOUNTABILITY

City of Germantown public servants exist, first and foremost, to protect and enhance the quality of life of those we serve; every position on the Germantown team has a shared responsibility and accountability to fulfill this purpose. Through the constant alignment of individual actions, behaviors and performance with our organization’s values system, Germantown public servants demonstrate a steadfast commitment to our greater mission of Excellence. Every day. As a mission-driven, values-centered organization, the expectation of senior leaders is to model ‘The Germantown Way’ at all times for those they influence and interact with daily.

ESSENTIAL JOB FUNCTIONS

Greet customers or assist via telephone, in person, email or online with inquiries or problems related to city services and procedures by asking probing questions and navigating various computer applications to process requests. Answer incoming requests in a friendly manner, presenting a professional and courteous demeanor to customers and departmental representatives. Operate computer and telecommunication equipment; enter customer information received into the customer service system; create work orders; and direct requests to the appropriate department or agency for further action. Act as liaison between the customer and other city departments by providing information, work order processing, response and follow up support. Conduct research using a variety of city resources to provide accurate and timely information in response to customer requests, inquiries or problems; give out information of a routine nature and refer more complex inquiries to other sources as required. Forward service requests for city services to the correct department. Perform follow-up on action taken to ensure that all concerns are satisfactorily resolved; elevate requests if required action is past due; and update system appropriately according to status or resolution. Generate system reports, and other documentation associated with city work order operations; maintain, forward, distribute and/or take other action as appropriate. Provide city departments with detailed reports that include information such as response time, action taken, and other data that can assist them in better deploying resources and to make the delivery of city services more efficient. Perform various customer service duties for walk-in customers. Handle responsibilities related to dispensing city forms; and disseminating information regarding city events. Maintain working knowledge of all policies regarding the activities required for all Public Works day‑today operations. Must be familiar with all city departments’ times of operations, services performed, after hour procedures and contact persons for specific functions. Must maintain specific knowledge of related computer software required to perform any role, function or task required for day‑today operations relating to issuance of work orders and and/or information requests. In a supportive role respond to water, sewer, stormwater, or sanitation billing related customer inquiries. May be asked to organize, coordinate, and handle support duties for special events and participate in special projects and committees. Utilize computer programs including Google, Word, Excel, and PowerPoint to produce working documents and databases to support the Public Works Department. Assist field and other staff with computer needs and provide technical assistance as needed. Ability to multitask and operate in a fast paced environment.

OTHER JOB FUNCTIONS

Performs related tasks as required.

KNOWLEDGE, SKILLS AND ABILITIES

Thorough knowledge of City services, policies and procedures to respond to citizen inquiries and complaints Knowledge of customer service standards and practices used in customer service oriented environments or call centers Skill in the use of personal computers and associated programs and applications necessary for successful job performance Skill in entering data and navigating multiple computer applications while speaking on the telephone Ability to demonstrate daily service interactions that are aligned with the “Excellence Every Day” service standards Ability to use prescribed telephone etiquette and follow customer service procedures; must be courteous and patient with citizens and employees and committed to quality performance and excellent customer service Ability to show friendliness, courtesy, tact, cooperation, concern and politeness to others and relate well to different people from varied backgrounds and different situations sometimes under stressful conditions Ability to maintain good interpersonal relationships with staff, co-workers, managers and citizens Ability to speak with and before others with poise, voice control, and confidence using correct English and well-modulated voice Ability to record and deliver information, to explain procedures, and to follow verbal and written instructions Ability to work independently

EDUCATION AND EXPERIENCE

High school degree and three years experience in communications, call center and/or customer service operations; or any combination of education, training, and experience providing the knowledge, skills, and abilities necessary to perform essential job functions

WORKING CONDITIONS

Work takes place in a clerical, office setting. Regularly required to talk and hear. May be required to sit for extended periods of time with headsets on while monitoring computer screen and typing information into the computer using a keyboard. #J-18808-Ljbffr City-of-Germantow