Senior Customer Service Representative

POSITION SUMMARY

Senior Customer Service Representative will receive and respond to telephone calls for information in a calm and efficient manner, requiring professionalism, effective listening, and problem-solving skills.  Requires documentation requests be entered into the computer, database, and/or various types of spreadsheets.  Generate work orders and require follow up to close-out various work orders, to include dispatch animal care calls, public work requests for services, and place and track collection calls.

DUTIES AND RESPONSIBILITIES

FUNCTIONAL AREAS:

General Services:

• Receive and record efficiently process all incoming calls through, landline, and radio, emails, and other notifications mechanisms.

• Dispatch and assign work orders via work order system.  Identify and recommend corrective measures to improve workflow, simplify procedures, implement cost controls and establish efficient operations.

• Provide concise and accurate information to appropriate staff and constituency.

• Maintain accurate records of all field units' status and location work product.

• Ensure accuracy and process work orders in compliance with computer system and department procedures.

• Generate work orders and track completion of maintenance activities for internal/external customers.

• Ensure proper tracking of cost and activities associated with work performed.

• Monitor and maintain existing database information as requested.  Verify completeness of work performed and close work orders in computer system.

• Utilize various computer systems for data entry, information retrieval and to generate reports.

• Conduct after-hours on-call phone duties as assigned.

• Provide Customer Service Desk way-finding duties in compliance with department standards as assigned.

• Serve as Notary Public and maintain required guidelines of such role in supporting County related business.

• Participates and represents the Contact Center, in supporting the County's Pathway To Excellence (PTE) initiative. Aiding in Continuous Improvements for Contact Center processes and customer service practices.

• Provide general information if available and when requested by the public.

• Perform other job-related duties as required or assigned.

• The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of all employees assigned to this job.

• High School Diploma or GED, and two (2) years of work experience in clerical or office administration setting or related field. Any equivalent combination related to education and/or experience may be considered for the above requirements.

ADDITIONAL REQUIREMENTS

The offer of this Bernalillo County position requires compliance with the following:

• Employee must successfully complete the post-offer employment medical examination and background investigation.

• Employee must comply with the safety guidelines of the County.

• Employee must complete required FEMA training(s) as assigned to position.

• Conduct after-hours on-call phone duties as assigned

WORKING CONDITIONS

• All essential duties are performed indoors.

• Duties are performed in a temperature-controlled environment.

• Duties are performed on an even surface, which may be carpeted or tile.  Working surface is typically dry.

• Works under minimum supervision.

EQUIPMENT, TOOLS AND MATERIALS

• Equipment typically used in the performance of office duties includes telephone, computer terminal, computer printer, computer keyboard, typewriter, photocopy machine, fax machine and calculator.

• Materials and products handled in the course of performing essential duties include files, forms, reports, various other paperwork, and a wide variety of basic office supplies.

County of Bernalillo is an equal opportunity employer.