Customer Service Representative I

Customer Service Representative I

The General Services Department (GSD) is seeking a Customer Service Representative I to research, analyze and resolve standard customer complaints to provide quality customer assistance. This role is responsible for being the first point-of-contact for submission of work order requests from clients. The duties will include but are not limited to the following:

• Research analyzes and resolves customer complaints to provide quality customer assistance.
• Receive calls and answer customer inquiries.
• Perform data entry activities to record information.
• Prepares work orders based on telephone, e-mail, and fax requests.
• Make follow-up customer satisfaction calls pertaining to work performed.
• Works with other departmental areas to resolve inquiries and complaints.
• Assist department personnel with multiple work order data entry processes.
• Explain complex solutions simply and ensure the customer fully understands the information. This includes excellent listening skills and clear, professional written communication.
• Quickly adjust communication style and approach based on the customer's personality, channel (phone, chat, email), and the complexity of their issue.
• Maintaining an upbeat and enthusiastic tone (even on the phone) that projects confidence and a willingness to help.

Working conditions include being physically comfortable most of the time with occasional periods of stooping, bending and/or light lifting of materials of up to 10 pounds. There are occasional minor discomforts from exposure to less-than-optimal temperature and air conditions. The position may involve dealing with modestly unpleasant situations, as with occasional exposure to office chemicals and/or extensive use of a monitor. Requires the ability to make coordinated gross motor movements in response to changing external stimuli within moderately demanding tolerances; or the ability to make coordinated eye/hand movements on a patterned response space within low tolerance demands with no real speed requirements.

Minimum Requirements

Educational Requirements: Requires a high school diploma or a GED. Experience Requirements: Six months of administrative or customer service-related experience is required. Substitution: An associate's degree may be substituted for the experience requirement. License Requirements: None

Preference may be given to qualified applicants with experience in the following skillsets and knowledge:

• Strong call center skills
• Microsoft Office Software
• Work Order System Software experience
• CRM (Customer Relationship Management) Proficiency
• Expertise in using computerized maintenance management system (CMMS) to log interactions, pull up customer histories, and track tickets.
• Exceptional customer service
• Detail oriented Organizational and data entry skills
• Effective verbal & written communication
• Experienced with working technology driven facility management support solutions

The selection process will involve application review and/or interview. The hiring department may administer a skills test/assessment. The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan. Benefits include:

• Medical
• Dental
• Vision
• Wellness
• Supplemental Insurance
• Life insurance
• Long-term disability
• Retirement pension
• 457 deferred compensation plan
• Employee Assistance Program
• 10 days of vacation each year
• 13 city holidays, plus one floating holiday
• Compensable Sick Leave
• Personal Leave
• Flexible schedules
• Hybrid-Telework for eligible positions
• Professional development opportunities
• Transportation/parking plan
• Section 125 pretax deductions
• Dependent Care Reimbursement Plan
• Paid Prenatal, Parental and Infant Wellness Leaves
• Healthcare Flexible Spending Account