Customer Service Specialist

Job Description

JOB SUMMARY:

The Customer Services Specialist is responsible for direct customer service activities involving the handling and intake of multi-department non-emergency requests and/or complaints regarding City services. Provides customers with as much information and direct service as possible without transferring the call to another person or department. This position reports to the Customer Service Supervisor.

COMPETENCIES:

• Communications Management

• Public Relations

• Brand Management

• Change Management

• Customer Service

• Professionalism

• Critical Thinking

KEY FUNCTIONS/KNOWLEDGE/SKILLS:

• Average skills; knowledge of commonly used work routines, rules, procedures, or operations;

• Provides direct service to non-emergency public safety calls regarding City services, functions, etc.

• Provides direct intake for internal and external departments.

• Provides information regarding all City departments.

• Provides information regarding activities conducted at City facilities.

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

• Provides customers with accurate information and explanation on planned courses 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.

• Provides timely and accurate information to departments as may be required.

• Bilingual in English and Spanish.

• Performs related duties and fulfills responsibilities as required.

Education and Experience

High school graduation or GED plus two years of experience.

Special Certifications and License

Valid Texas Driver's License.

Independence and Judgement

Average judgment; must recognize and resolve problems such as bad grammar, type of procedure to apply, where to refer call or correspondence without specified destination, whether there is a problem/malfunction with a piece of equipment that needs attention, etc.; may involve freedom in selection of work methods among approved routines, setting of priorities, or sequencing of tasks within established schedules.

Initiative and Ingenuity

General guidelines: occasionally requires interpretation of available options to apply to non-standard situations; day-to-day work drives priorities.

Supervisory and Responsibility

Does not supervise.

Financial Responsibility

Does not deal with money.

Level and Frequency of Outside Contacts

Frequent contact with the public or other organizations; interactions may require obtaining cooperation of people; courtesy and tact are required when dealing with moderately difficult or sensitive issues.

Physical Demands

Office job with little or occasional light physical effort; may require brief periods of heavy muscular exertion, such as standing, lifting, moving, pulling, pushing, etc. Ability to exert up to 25 lbs. of force occasionally to move objects.

Responsibility for Equipment and Property

Not responsible for any equipment or property.

Working Conditions

Office job, no adverse conditions.

Other Requirements

The City of Brownsville requires all employees to successfully pass a Drug & Alcohol and a physical examination and a Background Check.

ADA Requirements

The City of Brownsville is an Equal Opportunity Employer. ADA requires the City to provide reasonable accommodations to qualified individuals with disabilities. Prospective and current employees are invited to discuss accommodations.

Benefits

The City of Brownsville participates in a generous retirement plan with retirement opportunities available at 5 years of service at age 60 or 20 years of service at any age. The City has an exceptional employee and family medical, dental and life insurance plan. Employees may also contribute to deferred compensation plans from Equitable and supplemental insurance plans from AFLAC and Colonial Life. Full time employees have the opportunity to accumulate 10 sick days and 10 annual days per year. Additionally, the City of Brownsville observes 12 holidays annually and two (2) floating holidays.

EEOC Statements

The City of Brownsville does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.