Customer Service Representative

Job Title

The Administrative Services Department is actively seeking two (2) Customer Service Representatives for the 630-CITY Call Center.

Job Description

This is administrative support work in receiving, entering, researching, responding to, and documenting telephone citizen inquiries and complaints relating to city services. Work requires knowledge of customer service standards and excellent communication skills; problem solving skills, proficient typing skills, and computer software applications; and knowledge of City departmental operational procedures, which are usually learned through on-the-job training and experience. Contacts require skills in tactfulness, understanding, assertiveness positive language, calming tone, people oriented, ability to resolve conflict, clear communication skills, and influencing behavior in resolving complaints and responding to inquiries. Work requires personal/customer service targets and call handling quotas. Work requires patience, attentiveness, adaptability while meeting excellent customer service standards and customer satisfaction. The work is semi-routine where tasks are covered by procedures or precedents, and although patterned, some latitude is permitted to consider and choose the most appropriate technique, method, or procedure to follow. Work is performed in a high volume, inbound, call-center environment. Work schedule may include weekend hours and will vary during emergency circumstances such as actual and anticipated natural and man-made disasters. Operates a multi-line telephone with headset and standard office equipment such as personal computer. The physical demands consist mainly of sitting for extended periods of time. The work is performed under general supervision where the work assignments are subject to instructions and established work routines, and the worker has latitude to rearrange the sequence based on changing work situations or work flow.

Examples of Work

• Receives, enters, researches, responds to, and tracks high volume, inbound telephone citizen inquiries and complaints relating to city services.
• Interviews citizens either by phone or in person to determine details of the inquiry or problem.
• Researches, gathers and enters all pertinent facts pertaining to issues and complaints into a database during requests.
• Contacts departments as appropriate to secure information and/or refer issues and complaints for a response.
• Keeps abreast of city departments/agencies operational procedures, practices and office locations.
• Reads and applies various documents such as maps, procedures and regulations to work situations.
• Advises departmental personnel, citizens, and others on status of cases pending, and makes referrals to other agencies as appropriate.
• Reports to the Emergency Operations Center to answer calls during man made or natural disasters.
• Operates multi-line telephone with headset and standard office equipment such as personal computer using word, spreadsheet, database, and other related software.
• Demonstrates proficiency in the City of Jacksonville's competencies.
• Performs related work as required.

Knowledge, Skills and Abilities

• Knowledge of City departments and agencies operational procedures, practices and office locations.
• Knowledge of customer service standards and the ability to remain focused on customer needs.
• Skilled in using multi-line telephone system.
• Skilled in empathic listening techniques.
• Skilled in critical thinking and problem solving.
• Ability to read and apply maps, procedures and regulations to work situations.
• Ability to communicate effectively.
• Ability to handle confrontations constructively.
• Ability to read computer screens for extended periods.
• Ability to simultaneously communicate, interpret communications and enter data into a computer.
• Ability to use good judgment in making decisions in accordance with policies and procedures.
• Ability to conduct in-depth interviews with mature judgment and diplomacy.
• Ability to collect and analyze data objectively.
• Ability to operate multi-line telephone with headset and standard office equipment such as personal computer using word, spreadsheet, database, and other related software.
• Ability to establish and maintain positive working relationships.

Open Requirements/Supplemental Information

• One year of experience in a position that involves regular contact with the public.
• Must have experience using personal computer with office application (ex. Microsoft Office) in a window-based environment.
• Must be able to work various shifts.
• May be required to work rotating shifts, weekends, and special events depending on assigned area of responsibility.

A fully completed online application is required. Apply at Work history is required for all employment/volunteer work in which qualifications are being based. When meeting/basing qualifications on education, a copy of your college transcript, with your social blacked out, is required with your application. Transcripts do not need to be official, but must state your name, the school's name, classes taken, grades received, type of degree, and date degree was conferred. The application system works best with Google Chrome or Edge with Chromium web browsers. Please try to apply using one of these browsers. To ensure you receive email notifications, be sure to make "View email address on click.appcast.io" a trusted sender. Certain servicemembers and veterans, and the spouses and the family members of such service members and veterans, receive preference and priority, and certain servicemembers may be eligible to receive waivers for postsecondary educational requirements, in employment and are encouraged to apply for positions being filled. If claiming veteran's preference, you must attach a DD-214 (Member Form-4 copy) or military discharge papers, or equivalent certification from the Department of Veterans Affairs listing military status, dates of service and character of discharge. You must also attach the Veterans Preference Certification Form and if applicable, the additional forms as noted here: If a candidate believes he or she was not afforded veteran's preference, he or she may file a written complaint, within 60 calendar days upon receipt of notification of the hiring decision, requesting an investigation to: Florida Department of Veterans Affairs Attention: Veterans' Preference Coordinator 11351 Ulmerton Road, Suite 311-K Largo, FL 33778-1630 Email: View email address on click.appcast.io