Customer Relations Specialist

Customer Relations Specialist (Open Positions: 1)

Department: Community Services

Job Status: Full-Time

Shift: 8:00 AM - 5:00 PM

Days Worked: Mon., Tue., Wed., Thu., Fri.

Status: Accepting Applications Apply Now

Job Advertisement

The City of Aurora is seeking qualified applicants for the position of Customer Relations Specialist in the Division of Customer Service within the Department of Community Services.

Under the direction of the Customer Relations Manager, assists in the management of the City's customer service function and facilities. Administers systems, personnel, and general operations dedicated to customer contact and response, involving telephone, Internet, and other media. May handle confidential information.

The duties of this position include but are not limited to: Maintain a centralized and integrated customer service delivery system, which minimizes the need for multiple customer contacts and optimizes customer satisfaction; Supervise a shift of the customer service operation; Function as a lead resource person for customer service assistance on a given shift; Monitor and coordinate the response of the customer service assistants during the shift; Ensure adequate department coverage and maintains appropriate personnel scheduling; Handle difficult and complex customer concerns and inquiries; Provide insight and solutions to manager regarding customer issues and gives feedback regarding daily operations; Train new Customer Relations Assistants on operations and systems; Monitor customer service satisfaction levels. Makes operational or technical changes with the Customer Relations Manager approval; Responsible for reporting the proper maintenance and timely repair of communications and other equipment utilized by the division; Survey City departments and outside sources to gather information, make recommendations, and implement effective updates and changes to maintain high level of customer service; Support the maintenance and updating of the City's CRM application, developing scripts, forms, and workflows to create new department processes; Create and maintain a working document of escalated and frequently asked questions that can be shared to train staff within the Division and keep City management and other staff informed; Empower team and provide resource to problem solve and handle the customers questions and concerns; Field phone calls and Internet inquiries as needed; Perform other duties assigned as related to the position.

This position requires an Associate's Degree from a two-year college or university in Communications, Business Management, or related field. This position also requires two (2) years' customer service and/or call center experience and two (2) years supervisory or management experience.

Must possess a valid driver's license. Bilingual, Spanish Speaking, is preferred.

Must successfully pass pre-hire requirements including but not limited to a physical, drug screen, and background check.

This is a full-time, executive position. Starting hourly pay is $30.02/hr. ($62,441.60 annually), depending on experience and qualifications. Excellent benefit package

Applications should be submitted online https://il-aurora.civicplushrms.com/careers/ by May 21, 2024.

To learn more about the City of Aurora, IL, visit https://www.aurora-il.org/1111/About-Our-City