Customer Service Representative I, (A241270-1), 202, 311 Program

Responsible for direct customer service activities involving the intake and handling of multi-department service requests and/or complaints regarding City and County services. Provides customers with as much information and direct service as possible without transferring the call to another person, department, or agency. Receives incoming non-emergency, public safety 311 calls.ESSENTIAL DUTIES & RESPONSIBILITIES

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Serves as the initial point of contact to receive and address customer concerns, questions, or complaints.   Answers calls, responds to emails, and communicates in person with customers and guests; provides general information and/or forwards inquiry to the proper employee or department as appropriate.

• Creates, enters, and maintains records and customer call information in database for call-tracking and resolution reporting.

• Processes payments and maintains inventory control.

• Performs related work as required.

• Provides direct service to 311 non-emergency public safety calls regarding City and County services and functions.

• Provides direct intake for government services such as Code Compliance, Animal Control, Solid Waste, and Street Maintenance.

• Provides information regarding activities conducted at City and County facilities.

• Enters customer's call information into database for call-tracking and resolution reporting.

• Provides customers with accurate information and explanation on planned course of action as a result of their call.

• Follows-up on previous calls.

• Maintains familiarity with changes in department programs and information.

• Maintains efficiency in call-taker duties as assigned.

• Will be required to drive a City vehicle for City business use.

• Performs related duties and fulfills responsibilities as required.

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES

Knowledge of:

• Knowledge of City ordinances, protocols, and policies.

• Knowledge of City services and departments.

• Knowledge of basic arithmetic.

• Knowledge of modern office procedures and methods including computers and applicable software, such as Microsoft Office, AS400, or FIS.

• Knowledge of English grammar, spelling, and punctuation.

Skills and Abilities:

• Skill in planning, organization, and time management.

• Skill in performing a variety of duties, often changing from one task to another of a different nature.

• Skill in critical thinking and logical reasoning.

• Skill in customer service delivery.

• Ability to problem solve and demonstrate sound judgement.

• Ability to maintain composure and respond effectively under pressure.

• Ability to rapidly learn new skills and behaviors in response to changing circumstances.

• Ability to take and follow directions from supervisor.

• Ability to communicate effectively, both orally and in writing, in English and Spanish.

• Ability to establish and maintain effective working relationships.

• Ability to meet schedules and deadlines of the work.

• Ability to learn City and County departments, services, policies, and procedures.

• Ability to assist citizens tactfully at all times.

• Ability to respond to inquiries, complaints, and requests.

• Ability to maintain clerical records and to prepare reports from such records.

• Ability to operate a variety of office equipment.

• Ability to maintain good planning and organizational skills.

• Ability to use computer hardware, various software programs and technologies, including word processing and spreadsheet programs.

• Ability to take and follow directions from supervisor.

• Ability to give directions to and gain compliance from assigned staff.

• Ability to perform strenuous and routine work.

• Ability to maintain a valid Texas Driver License and a good driving record.

• Ability to maintain harmonious and effective working relationships with other employees and respond to general public complaints.

• Ability to effectively communicate both orally and in writing in the English language and orally in the Spanish language.

• Ability to comply with all City of Laredo's policies and procedures.

• Ability to maintain good health and physical condition sufficient to permit the full performance of the duties of the position.

WORK ENVIRONMENT/CONDITIONS AND PHYSICAL DEMANDSWORK

Physical Effort Requirements Position will have the following exposures

• Office or similar indoor environment, relatively free from unpleasant environmental conditions or hazards.

• Occasional exposure to unpleasant environmental conditions and/or hazards.        Occasional outside work.

• Frequent exposure to unpleasant environmental conditions and/or hazards. Majority of work performed outside or with exposure to risk.

• Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Work Environment Locations Position will require the employee to work in the following types of work environments

Never

• Street environment (near moving traffic)

• Construction site

• Confined space

• Warehouse environment

Seldom

• Outdoor environment

• Vehicles

Frequently

• Office or similar indoor environment

Exposures Position will require the employee to be exposed to the following environmental elements

Never

• Extreme cold (below 32 degrees)

• Extreme heat (above 100 degrees)

• Moving mechanical parts

• Fumes or airborne particles

• Toxic or caustic chemicals or substances

• Loud noises (85+ decibels such as heavy trucks, jack hammers, construction)

Seldom

• Individuals with known violent backgrounds

• Communicable diseases

Frequently

• Individuals who are hostile or irate

Travel Position will require the employee to travel

Never:

• Regional travel

• National travel

• International travel

Sometimes:

• Local travel

Required Education and Experience

• High School diploma or G.E.D. equivalency

• At least one (1) year of experience in customer service, clerical, or administrative support

Required Licenses or Certifications

•  None

Valid Texas Driver License. If applicant holds an out-of-state license, a State of Texas Driver License must be obtained within 6 months of employment.

As part of the minimum requirements for all positions with the City of Laredo, a thorough background check and certified school transcripts will be required from all applicants who are offered employment.

Effective February 24, 1997, all selected applicants are required to undergo a drug and alcohol test prior to employment.

Effective January 7, 2008, all persons in safety-sensitive functions/positions, as per City of Laredo Drug and Alcohol Policy definition, shall be subject to random drug and alcohol testing.

A person with a disability who needs a reasonable accommodation related to a selection process is requested to contact the Human Resources Department at (956) 791-7480 two days prior to the scheduled interview and/or test if applicable.

City of Laredo is an Equal Opportunity/Affirmative Action/Pro Disabled and Veteran Employer. We welcome differences in the form of gender, race, ethnicity, disability, geography, socioeconomic status, age, politics, religion, philosophy, sexual orientation, or gender identity. All applicants who share this goal are encouraged to apply. Must be able to function in a principle-based organization that has a culture built on character and core values.