What are the responsibilities and job description for the Customer Care Center Representative position at City of Gastonia?
JOB
Answers incoming customer calls responding to common questions for all city departments ie. utilities, parks and recreation, solid waste, billing, etc and transfers as needed or enters appropriate orders. Work requires word-processing, data entry and spreadsheet skills. Additionally, work requires the use and application of basic technical procedures and techniques in performing and responding to routine tasks. Performs related tasks as required. Work is performed under regular supervision of the Customer Care Center Manager
EXAMPLE OF DUTIES
Receives customer calls and provide accurate, satisfactory answers to their queries and concerns. Guide customers to the correct system or department. De-escalate situations involving dissatisfied customers, offering patient assistance and support.25%Conducts follow up phone calls to determine customer satisfaction on completed orders and updates the status of orders.10�curately enter client concerns and questions into the City’s designated customer service database.20%Review accounts, providing updates and information about billing.15%Monitors the City of Gastonia's website and Citynet for any Public Utilities' and Public Works' information, forms and changes. Also, monitors Citynet and the OMS (Outage Management System) weekly for Building Maintenance, the Street Department, Electric Department, and Water/Sewer-Utilities Maintenance Department with their after-hours scheduling.10%Serves as a receptionist and directs visitors to the appropriate location, as well as taking accurate messages and routing them to the appropriate person by being familiar with City services.15%Collaborate with other call center professionals to improve customer service.5%
SUPPLEMENTAL INFORMATION
EDUCATION/EXPERIENCE/PHYSICAL DEMANDS/SPECIAL REQUIREMENTS/ADDITIONAL INFORMATION: Graduation from high school or any combination of education and experience equivalent. Ability to type at least 35 wpm. Thorough knowledge of data processing and modern management software (Word, Excel, Outlook) is required. Previous experience in a local government customer service center preferred. Interactive office environment with exposure to computer screens; must be able to interact with other divisions and departments inside the City organization; as well as with customers. Must have the ability to push, pull, or list up to 10 lbs. occasionally and stand for lengthy periods of time. The physical activity of this position includes: Reaching: Extending hand(s) and arm(s) in any direction. Fingering: Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand or arm as in handling. Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly. Hearing: Perceiving the nature of sounds at normal spoken word levels with or without correction. Ability to receive detailed information through oral communication, and to make fine discriminations in sound, such as when making fine adjustments on machined parts. Repetitive Motions: Substantial movements (motions) of the wrists, hands and/or fingers. The physical requirements of this position: Office Environment Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Office environment work involves sitting most of the time. Jobs are categorized as office environment if walking and standing are required only occasionally and all other Office Environment Work criteria are met. The visual acuity requirements including color, depth perception and field of vision The worker is required to have close visual acuity to perform one or more of the following: preparing and analyzing data and figures; accounting; transcription; computer terminal The conditions the worker will be subject to in this position: None: The worker is not substantially exposed to adverse environmental conditions (such as in a typical office or administrative work environment). Special Requirements: Drug screening and criminal background, are required. REASONABLE ACCOMMODATIONS MAY BE MADE TO ENABLE INDIVIDUALS WITH DISABILITIES TO PERFORM THE ESSENTIAL FUNCTIONS. The City of Gastonia is committed to creating and maintaining a work environment that is inclusive, equitable, and welcoming. We value diversity and promise to honor your experiences, perspective, and unique identity. The City of Gastonia is an Equal Opportunity Employer – M/F/H
Answers incoming customer calls responding to common questions for all city departments ie. utilities, parks and recreation, solid waste, billing, etc and transfers as needed or enters appropriate orders. Work requires word-processing, data entry and spreadsheet skills. Additionally, work requires the use and application of basic technical procedures and techniques in performing and responding to routine tasks. Performs related tasks as required. Work is performed under regular supervision of the Customer Care Center Manager
EXAMPLE OF DUTIES
Receives customer calls and provide accurate, satisfactory answers to their queries and concerns. Guide customers to the correct system or department. De-escalate situations involving dissatisfied customers, offering patient assistance and support.25%Conducts follow up phone calls to determine customer satisfaction on completed orders and updates the status of orders.10�curately enter client concerns and questions into the City’s designated customer service database.20%Review accounts, providing updates and information about billing.15%Monitors the City of Gastonia's website and Citynet for any Public Utilities' and Public Works' information, forms and changes. Also, monitors Citynet and the OMS (Outage Management System) weekly for Building Maintenance, the Street Department, Electric Department, and Water/Sewer-Utilities Maintenance Department with their after-hours scheduling.10%Serves as a receptionist and directs visitors to the appropriate location, as well as taking accurate messages and routing them to the appropriate person by being familiar with City services.15%Collaborate with other call center professionals to improve customer service.5%
SUPPLEMENTAL INFORMATION
EDUCATION/EXPERIENCE/PHYSICAL DEMANDS/SPECIAL REQUIREMENTS/ADDITIONAL INFORMATION: Graduation from high school or any combination of education and experience equivalent. Ability to type at least 35 wpm. Thorough knowledge of data processing and modern management software (Word, Excel, Outlook) is required. Previous experience in a local government customer service center preferred. Interactive office environment with exposure to computer screens; must be able to interact with other divisions and departments inside the City organization; as well as with customers. Must have the ability to push, pull, or list up to 10 lbs. occasionally and stand for lengthy periods of time. The physical activity of this position includes: Reaching: Extending hand(s) and arm(s) in any direction. Fingering: Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand or arm as in handling. Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly. Hearing: Perceiving the nature of sounds at normal spoken word levels with or without correction. Ability to receive detailed information through oral communication, and to make fine discriminations in sound, such as when making fine adjustments on machined parts. Repetitive Motions: Substantial movements (motions) of the wrists, hands and/or fingers. The physical requirements of this position: Office Environment Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Office environment work involves sitting most of the time. Jobs are categorized as office environment if walking and standing are required only occasionally and all other Office Environment Work criteria are met. The visual acuity requirements including color, depth perception and field of vision The worker is required to have close visual acuity to perform one or more of the following: preparing and analyzing data and figures; accounting; transcription; computer terminal The conditions the worker will be subject to in this position: None: The worker is not substantially exposed to adverse environmental conditions (such as in a typical office or administrative work environment). Special Requirements: Drug screening and criminal background, are required. REASONABLE ACCOMMODATIONS MAY BE MADE TO ENABLE INDIVIDUALS WITH DISABILITIES TO PERFORM THE ESSENTIAL FUNCTIONS. The City of Gastonia is committed to creating and maintaining a work environment that is inclusive, equitable, and welcoming. We value diversity and promise to honor your experiences, perspective, and unique identity. The City of Gastonia is an Equal Opportunity Employer – M/F/H
