Customer Service Assistant

Do you pride yourself on your dependable nature? Would you consider yourself a people-person? Do you have the ability to communicate with others while “clacking” away at the keyboard? Like being the person that has their “fingers on the pulse”? Be a voice and face of MY SPOKANE 311, where knowledge, friendly, and quality service are at the forefront for the City of Spokane.

My Spokane 311 is a small, but an essential department to the City of Spokane serving over 7 departments across multiple facilities including utility billing, city parks and recreation, and citizen engagement. The department is seeking a friendly team player who can work in a fast-paced environment. You would be providing outstanding customer service to the citizens of Spokane by phone, online chat, or in-person by assisting clients with the multitude of services the City has to offer.

This position offers opportunity to progress to a Customer Service Specialist after the first year of employment. You will also be part of an excellent work environment with a great compensation plan, including medical, pension and 457 plan. 

• Interacts with the public to provide a full range of customer-service related support activities, which includes providing information, handling or obtaining details of complaints, submitting service requests, and receiving payments for various City services.
• Receives and responds to a high volume of telephone inquiries and web/chat requests, representing the City to the public over the telephone and through written correspondence in a professional and effective manner.
• Resolves service or billing complaints by providing detailed information regarding policies and regulations or referring unresolved customer grievances to the appropriate department for further investigation.
• Registers and takes payments from participants for parks and recreation activities, and provides information on scheduled classes or events; quotes rates for tours, activities, or other products and services.
• Performs various clerical and office support tasks to include typing, proofreading, filing, record keeping, mailing, sorting, and retrieving documents.
• Operates a variety of office equipment to correspond with customers, and transmits information and documents using a desktop computer, facsimile machine, or postal mail.
• Utilizes various computer software applications to perform record-keeping activities including, but not limited to, the following:
  • determine the status of accounts, 
  • enter monetary transactions and issue receipts,
  • create or make adjustments to service requests,
  • document details of customer interactions, including any actions taken, and
  • retrieve, research, and review information related to customer comments, inquiries or complaints.
• May assist with in-person customer inquiries or payments for services at the public counter, depending on the department to which assigned.
• Performs related work as required.

Open Entry Requirements:

(Open-entry applicants must meet all requirements when they apply.)

• Education: High school diploma or equivalent; AND
• Experience: Six months of customer service experience where a significant portion of the work included using a computer to enter and retrieve data.

For information on what to expect with the hiring process, a test information guide, and frequently asked questions, please visit our website. 

Applicants must meet the minimum qualifications and pass the examination for this position to be eligible for hire. Qualified applicants are encouraged to apply immediately. All applicants must complete and submit a City of Spokane employment application online by 4:00 p.m. on the filing cut-off date.
 
Upon request, at time of application, City of Spokane will provide alternative accessible tests to individuals with disabilities that impair manual, sensory or speaking skills needed to take the test, unless the test is intended to measure those skills.
 
The examination will consist of an online, multiple-choice test, with weights assigned as follows:

• Multiple-Choice Test 100%

EXAMINATION DETAILS:
This is an online examination and will require a computer. If you do not have access to a computer, please notify Civil Service so that one may be provided. Computer reservations can also be made through your local, public library.
 
Examination links with instructions will be emailed prior to 12:00 a.m. Pacific Time on the start date and will expire at 11:59 p.m. on the due date as listed below.  Keep in mind that the test link will be emailed from City of Spokane (info@governmentjobs.com).

• Applicants who apply and meet the minimum qualifications between Monday, November 18, 2024, and Monday, December 2, 2024, will test Thursday, December 5, 2024, through Tuesday, December 10, 2024.  

NOTE:  You may begin the exam at any time during the test period; however, once you begin, you will have 2 hours to complete the examination.  You may take the exam only once during the open recruitment period.

The examination may include such subjects as:

• Computer Skills
• Customer Service
• Decision Making

We are an equal opportunity employer and value diversity within our organization. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, familial status, genetic information, veteran/military status or disability status. As a Fair Chance employer, City of Spokane does not conduct initial background screening for non-public safety positions.

Salary : $41,823 - $64,686