CSR311 Customer Experience
CSR311 Customer Experience
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1 Vacancy
Job Description
Position Description
Position Overview:
The 311 Customer Experience Customer Service Representative (CSR) will be responsible for customer interactions (including but not limited to inbound calls chats emails and inperson) in a timely manner while providing high quality service. Identify customers needs clarify information research every issue and provide solutions and/or alternatives.
The CSR must adhere to Customer Experience metrics escalate to the necessary department when appropriate maintain a high accuracy level by providing complete and accurate information at all times and abide by all Customer Experience Goals as set by the Manager of the department. Performs other duties as assigned. Must be able to work after hours weekends and holidays as needed.
Job Duties:
Provide excellent customer experience by answering a high volume of incoming calls chats and/or emails with a high degree of accuracy and speed while consistently meeting key department performance metrics.
Manage and troubleshoot complex customer service issues involving cross functional partners while using advanced technical skills.
Demonstrates expertlevel skill in handling calls chat and email.
Document notes of each call to ensure all information is saved correctly.
Other tasks may be assigned
This Job Description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this position.
Management may at its discretion assign or reassign duties and responsibilities to this job at any time.
Harris County is an Equal Opportunity Employer
you need special services or accommodations please callor email.
This position is subject to a criminal history check. Only relevant convictions will be considered and even when considered may not automatically disqualify the candidate.Requirements
All applicants must register and take the HRRM Clerical Skills Test and score a minimum of 75 with a typing speed of 40 wpm and 75 accuracy.
see testing instructions in the General Information section below.
Education:
High School diploma or equivalent
Experience:
Minimum of 2 years of contact center experience or related customer service role
1 years experience with CRM platforms
1 years experience with Microsoft Office
Knowledge Skill & Abilities (KSAs):
Excellent English grammar
Must possess excellent interpersonal and written/oral communication skills.
The ability to interact with staff at all levels.
Highly collaborative analytical and customer experience focused; fluency in contact center verbiage and the KPIs required to provide exceptional service.
Must possess proficient technical skills using various programs and applications such as Microsoft Office CRM platform and ticketing systems.
The CSR must have the ability to multitask set priorities and manage time effectively; maintain a professional attitude in challenging situations and meet individual/team qualitative and quantitative metrics.
Applicants for this position will be subject to a criminal background check that includes being fingerprinted. This applies to any position with network access to Criminal Justice Information Services (CJIS) or access to an area where CJIS is received maintained or stored either manually or electronically (i.e. custodian maintenance).
Automatic Disqualification:
- Convictions probation or deferred adjudication for any Felony and any Class A Misdemeanor
- Convictions probation or deferred adjudication for a Class B Misdemeanor if within the previous 10 years
- Open arrest for any criminal offense (Felony or Misdemeanor)
- Family Violence conviction
NOTE: Qualifying education experience knowledge and skills must be documented on your job application. You may attach a resume to the application as supporting documentation butONLY information stated on the application will be used for consideration. See Resume will not be accepted for qualifications.
Preferences
Education:
Associates degree
Experience:
2 years experience with Microsoft products
1 years experience with ServiceNow CRM platform
General Information
Employment Type
Full-Time
