What are the responsibilities and job description for the Action Center Representative position at City of Rowlett?
Hiring Range: $15.32 - $17.23 hourly
Full Pay Range: $15.32 - $22.97 hourly
Work Schedule: Monday - Thursday or Tuesday - Friday 7:30 - 5:30 pm
3-day weekends Friday - Sunday or Saturday - MondayBenefits at the City of Rowlett Include:
- 4-day work week
- Medical, dental and vision insurance
- Life insurance (2x salary up to $150,000)
- Long-term and short-term disability
- Flexible spending account
- 20-year retirement plan with the Texas Municipal Retirement System
- 5-year vesting and a 2:1 City match
- Vacation – 2 weeks during the first year, 3 weeks after the first year
- Sick leave – 2 weeks per year
- Employee Assistance Program
- Longevity pay
Position Overview:
Under general supervision, this position provides a complete range of services for the Citizen Action Center, including assisting citizens, vendors, staff, and others via telephone and computer transmissions resolving complaints and/or problems, answering complex questions, and responding to a wide variety of city and community inquiries and requests. Provides direction to other employees. Performs other duties as assigned. Responsible for regular, on-time attendance.Interacts regularly with the public over the phone by solving problems for internal and external customers through responding to requests for information about City services, producing work orders, and providing notification of upcoming City-sponsored events.
Performs the daily tasks of Action Center Representative by answering questions and concerns and resolving complex public inquiries and customer complaints.
Interacts with internal departments to ensure proper communication of City of Rowlett rules, regulations and processes. Ability to effectively communicate, both verbally and in writing, with co-workers, the public and elected and appointed officials. Ability to empathetically interact with customers in a manner that will both assist and reassure them. Responsible for ensuring information located on the Citizen Action Center website is current and programming issues are addressed in a timely manner. Prepares reports for service requests, resolutions and statistical data. Familiarization of City events and opportunities in order to assist customers with inquiries.
Responds to customer inquiries and complaints in a timely and efficient manner by resolving problems and explaining applicable policies and procedures. Inputs, completes and validates all computer entries in and around action items sent to various departments. Does follow-up on all action items not responded to within the appropriate timeframe and completes supplemental reports as needed. Serves as administrative back-up, as needed, for City Secretary's and City Manager's Office. Performs special projects as assigned. Responsible for regular, on-time attendance.High school Diploma or GED and three (3) years experience in a customer service related position with computer operations experience or any other relevant experience.Valid driver's license. Must have and maintain a good driving record in accordance with the driving standards as established by the City of Rowlett. Must report all traffic citations to his/her departmental Director or his/her designee within two working days of receipt.
May occasionally be required to work evenings and weekends as required.
Salary : $31,858 - $47,787
