311 Customer Service Liaison I
311 Customer Service Liaison I
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Salary Not Disclosed
1 Vacancy
Job Description
SALARY: up to $18.00 per hour
SUMMARY 3-1-1 Customer Service Liaisons serve as the primary point of contact for residents attempting to request information and/or services from city departments. Liaisons actively listen to each residents concern while navigating multiple software solutions to create comprehensive customer resolutions. It is the liaisons responsibility to ensure each resident-contact experience is characterized by confident responses clear communication professional demeanor and accurate documentation.
As a leader and employee of the City of South Bend you are called upon to serve in a manner that supports Our Core Values: Excellence Accountability Innovation Inclusion and Empowerment as you carry out our primary employee expectations: Champion Values & Organizational Pride Champion Operational Excellence Make Sound Decisions Embrace Coaching and Accountability Communicate with Excellence Value Diverse People and Perspectives Embrace Personal Development Exhibit a Positive Attitude and Own Your Health Wellness & Safety
SUPERVISION EXERCISED N/A
ESSENTIAL DUTIES AND RESPONSIBILITIES This list represents the types of duties required by the position. Other duties may be assigned as reasonably expected.
- Performs excellent customer service functions by telephone Internet e-mail and social media
- Receives and processes all non-emergency calls for city services and information;
- Provides project management support to the Director of 311 Customer Service and general support to the other Customer Service Liaisons with their assigned projects;
- Categorizes and codes complaints for data entry purposes and to monitor resolution;
- Works with a variety of software systems and updates city systems with new information as received (i.e. Dynamics Enquesta Routeware.);
- Performs data entry functions by keying data into computer system; enters retrieves reviews or modifies data in computer database; verifies accuracy of entered data and makes corrections;
- Provides information and assistance related to City services/activities procedures documentation or other issues; responds to questions complaints or requests for service; analyzes data to determine proper response to inquiries;
- Research requests problems and complaints and initiates appropriate action; generates work orders to resolve service issues; locates and contacts appropriate personnel in other City divisions/departments for information or assistance with problem resolution; refers problems to other departments/individuals as appropriate;
- Assists with keeping the 311 website current;
- Assists Director of 311 Customer Service with administrative reporting duties as needed;
- Assists with mentoring new hires;
- Attends and assists with continual employee training programs as required; possible;
- Keyboarding skills at a rate of 45 words per minute accurately a plus;
NON-ESSENTIAL JOB FUNCTIONS Performs general/clerical tasks which may include making copies sending/receiving faxes filing documentation or processing incoming/outgoing mail. Assist other employees or departments as needed. Performs other related duties as required.
QUALIFICATIONS To perform this position successfully an individual must be able to perform each essential duty in a satisfactory manner. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND/OR EXPERIENCE Associate degree in business administration Communication Public Administration or related field and/or considerable experience in Customer Service or five years in combination of relevant education training or experience.
KNOWLEDGE SKILLS AND ABILITIES PREFERRED
- Outstanding customer service skills;
- Extensive knowledge of services and functions of Civil City and City Utility departments;
- Knowledge of proper procedure for receipt of calls and dispatch of information;
- Must have good facilitation and consulting skills;
- Ability to focus on problem-resolution in a professional manner;
- Ability to motivate others and maintain a positive working environment;
- Ability to stimulate others in developing new ideas to meet changing needs;
- Outstanding verbal and written communication skills;
- Outstanding interpersonal skills;
- Organizational skills good technology skills and the ability to work with others;
- Capacity to work with a variety of City software systems web browsers and social media tools to assist constituents with their service request needs;
- Ability to speak Spanish a plus but not required.
CERTIFICATES LICENSES REGISTRATIONS None.
EQUIPMENT Multi-screen desktop computer multi-line telephone headset and other general office equipment (including but not limited to fax machine copy machine printer etc.).
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is performed in an office setting with moderate temperatures. The noise level in the work environment is usually moderately low.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is regularly required to sit; use hands to finger handle or feel; talk and hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; and stoop kneel crouch or crawl. Specific vision abilities required by this job include close vision peripheral vision and the ability to adjust focus. Tasks may involve extended periods at a keyboard or work station.
REQUIRED: Pre-employment drug screen Background check
EQUAL OPPORTUNITY EMPLOYER
Employment Type
Part-Time
