What are the responsibilities and job description for the 311 Customer Service Representative position at City of Grand Rapids, MI?
Nature of Work
The purpose of this job is to receive, screen and respond to customer service needs as part of the 311 Customer Service Center, handling non-emergency, technical communications and administrative services related to the operations of the 311 Customer Service Center (calls, walk-ins, and e-mails submissions – est. 290,000 annually, and processing $7.5 million storefront/walk-in transactions). Provides thorough, complex, and accurate information regarding informational inquiries, services and procedures while responding to a variety of municipal-related services. Acts as an intermediary between the customer, department and agency staff using 29 Enterprise applications through updating information, setting up accounts, writing off late fees, providing and filling out forms for the customers, reporting work orders, setting up appointments, scheduling permit inspections, etc. Resolves customer complaints related to requests for service that are field operational in nature (for example street light/main break/fire hydrant work orders and pothole/damage claim/street barricades service requests).
Minimum Training and Experience
- High School diploma (or GED equivalent)
- At least two (2) years of related work experience, of which one (1) year of experience in call center or dispatch operations is preferred
- Any equivalent combination of training, education, and experience that provides the required skills, knowledge and abilities
Other Necessary Qualifications
Bilingual at a conversational level is preferred.
Other Information
BENEFITS FOR THIS POSITION INCLUDE
- Medical, Dental, and Vision administered by Blue Cross Blue Shield, starting on first day
- 6% Employee & 6% Employer matching 401a
- Employee & Employer contributions to Retiree Health Savings Account
- Eleven Paid Holidays
- Paid Vacation and Sick Time
- Paid parking (if applicable)
- Tuition Reimbursement up to master’s degree
- Paid Parental Leave
- Employee Assistance Program with 5 free mental health visits per issue
- Comprehensive Wellness program
- Voluntary benefits including: term life insurance, flexible spending account, disability insurance, and deferred compensation plan options
Should an applicant need any disability related accommodation or other consideration in the application or selection process, please notify the human resources department upon submittal of application
The City of Grand Rapids does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy or 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 factor.
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