311 Call Center Customer Service Representative (CSR)

Department: 145 – General Administration

FLSA Status: Non-Exempt

EEO Class: Clerical

Annual pay: $29,584.47

Position Overview

The Call Center Customer Service Representative responds to citizens' general inquiries, questions, and customer complaints by attempting to resolve the problem according to guidelines established by the department. The CSR projects a professional company image through phone and face to face interaction.

Essential Job Functions

Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

• Answers a multi-line telephone system and assists customers with their inquiries or questions and directs those calls to appropriate staff without any delay when necessary.

• Strong phone and verbal communication skills along with active listening, confirming or clarifying information and diffusing citizens as needed, ensuring citizens feel supported and valued.

• Utilizing software, database, and tools appropriately.

• Liaison for many departments, recently having added Waste Pro, Water Billing, Code Enforcement and Leisure Services, enabling us to place service requests on behalf of that department, including the Power Companies for light outages.

• Providing excellent, consistent customer service; Keeping customer satisfaction at the core of every decision and behavior.

• Handles incoming requests from external and internal customers by

• E-mail, walk-in or fax and manages their inquiries or requests.

• Sort, deliver and pick up mail.

• Provides customers with specific information regarding city services.

• Places customer service requests in the computer system to deal with specific inquiry/concern, relating to that department.

• Obtains and evaluates all relevant data to handle inquiries and concerns/complaints.

• Recognizes documents and informs the supervisor regarding the trends in internal and external customer calls.

• Researches and recommends process improvements, resolves customer support related issues and provides customer with resolution.

• Performs customer verifications, processes and manages service requests and inquiries, including those not immediately resolved.

• Completes after-hour call reports/logs and researches specific issues.

Knowledge, Skills and Abilities

Must posses required knowledge, skills, abilities and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

• Knowledge/ability to learn operating a multi-line telephone system and call center operations.

• Must possess impressive telephone etiquette.

• Ability to deliver excellent customer service, externally and internally.

• Ability to juggle multiple projects simultaneously.

• Ability to interact positively with the public via telephone.

• Exceptional customer interaction skills that involves receiving and responding to difficult concerns and/or customers.

• Good communication and problem-solving skills are a must.

• Great communication skills and computer skills as well as ability to work with others in close manner. Computer literate with the ability to learn customer service software applications.

• Ability to maintain harmonious and effective working relationships with other employees, supervisor and other departments.

• Must demonstrate a typing skill of 30 wpm.

• Exceptional organizational and follow-through skills.

Education and Experience

High school graduate. One (1) year general clerical or secretarial experience and one to three years of customer service experience is required.

Required Licenses or Certificates

Must possess a valid Mississippi driver's license.

Physical Demands and Working Conditions

Physical requirements include occasional lifting/carrying of 10+ pounds; visual acuity, speech and hearing; hand and eye coordination and manual dexterity necessary to operate a computer keyboard and basic office equipment. Subject to sitting, standing, reaching, walking, twisting and kneeling to perform the essential functions. Working conditions are indoors.