What are the responsibilities and job description for the Customer Experience Ambassador I position at City of Sugar Land, TX?
Position Description
The City of Sugar Land is seeking a full-time Customer Experience Ambassador I in the Customer Experience Department.
The Customer Experience Ambassador I provides superior customer service in a high-volume, focused and performance-driven call center. Interacts effectively with the public and co-workers by providing friendly, clear and concise information and assistance. Responsible for understanding the day to day operations of each City department and other local public and private entities in order to respond accurately and in a timely manner to customer inquiries. Responsible for documentation in multiple software programs.
Why Should You Join Our Team?
Our trailblazing culture focuses on our employees, our citizens and the services we provide to our community. We are a data-driven and innovative full-service municipality located approximately 20 miles southwest of downtown Houston that invests in our team and offers real opportunities for career growth. We pay our Customer Experience Ambassador's a starting salary of $21.49-$24.71 per hour depending on your qualifications and experience. We also offer great benefits and perks available on your first day of employment, including: City-subsidized health benefits; life and disability insurance; a variety of voluntary benefits; a robust pension plan with TMRS to set you up for a fulfilling retirement; flexible schedules and work from home opportunities; a down-to-earth casual environment and dress code; and a positive team-oriented culture stemming from a long-term commitment to innovation and inclusion. You can even bring your dog and/or cat to work if they have a solid understanding of office decorum.
Benefits At-A-Glance:
- City-subsidized Medical and Dental Insurance with a variety of plan options;
- City-paid Basic Life Insurance @ 1x your annual salary and Long-term Disability;
- Voluntary Vision, Supplemental Life Coverage (for you and your family), Aflac indemnity plans such as Accident, Cancer, Hospitalization and Critical Illness, Short Term Disability and pre-paid legal benefits through Legal Shield;
- 9 paid holidays and up to 3 floating holidays to use at your discretion;
- A generous vacation package with accruals starting on day 1;
- Paid sick leave;
- Paid Parental Leave;
- A robust pension plan with TMRS includes your 7% contribution with 2:1 match by the City;
- You won’t contribute to Social Security, but you can further your retirement income by contributing to a Deferred Compensation (457b) plan;
- Longevity pay for each month of service after your first 13 months of employment;
- On-site Wellness facilities and programming (mind, body spirit & financial preparedness); and
- Access to multiple mental health benefits and resources, including a robust EAP…
If we have your attention… Please. Continue. Reading!
Our City Mission: WE ARE TRAILBLAZERS! Relentless in Our Pursuit of Good so that Our Employees, Residents, and Businesses Can Enjoy a Life Better than They Can Even Imagine.
Our Employee Values: Our values ignite passion, drive, and a sense of purpose, fostering a thriving and successful organizational culture!
Bold: We encourage each other to be bold in our ideas, decisions, and actions. We embrace innovation and take risks to drive progress.
Loyal: We are loyal to each other, the City and our Mission and Vision. We support each other to foster a cohesive and collaborative work environment. We celebrate our successes and address the challenges facing us, together.
Adaptable: We are resilient because we adapt to changing landscapes and market dynamics. We are flexible and understand the need for work-life balance. We embrace new technologies and evolving trends.
Zealous: We are committed to excellence in all endeavors. We encourage each other to strive for the highest standards of public service, quality, and performance. We hold ourselves, and each other, accountable for our words and actions.
Empowered: We are empowered with the necessary resources, opportunities, and responsibilities to excel in our roles. We seek out opportunities for development and growth, and help others do the same. We are inclusive, we embrace our differences and recognize the strength that comes from different perspectives and experiences.
We are TrailBLAZErs!
About the City of Sugar Land
The City of Sugar Land, a municipality with a population of 111,026, provides the highest quality of affordable services to meet the needs of its residents. And our citizens agree—the most recent Citizen Satisfaction Survey told us that 95% of our residents love calling Sugar Land home and 10% say that nothing would make their lives better than it already is, but we look to the future and work hard to make our community and the world better than we can even imagine.
We have an informal work environment but are serious about what we do. We believe that happy, diverse and talented employees add value to the City. We do our best to hire friendly, professional people who work hard and play well with others. We also promote a healthy work-life balance and personal development.
Summary of Duties
Are we the right fit for YOU?
Ask yourself: Do you enjoy working with people? Are you organized and detail-oriented? Can you manage your time well and prioritize multiple tasks effectively? Do you embrace change? Do you enjoy working in a professional AND casual environment? Are you an advocate for excellent customer service? If so, please consider applying for the Customer Experience Ambassador I position today!
As the Customer Experience Ambassador I, you will:
- Receive, respond to and manage incoming telephone calls and e-mails in a professional, time-sensitive and friendly manner. Will welcome and provide information to walk-in customers, visitors and contractors at the reception desk in City Hall on a rotating basis.
- Dispatch critical calls for non-public safety City departments by relaying information based on the needs of the inquiry.
- Timely recognize and alert appropriate staff of inquiry trends to be shared with Departments.
- Ability to follow communication “scripts” when handling routine inquiries.
- Ask customers appropriate questions in order to assess their needs, verify information found in the computer system and other records and respond or route inquires to the proper department.
- Enter a variety of information into applicable database and systems in a timely manner.
- Research new questions and issues that come up and document response in order to add to and assist with maintaining contact center knowledge base. Attend training as needed.
- Must meet performance metrics such as Adherence (90%), AHT (4 minutes 30 seconds, and Evaluation score of no less than 85%.
- Required to work as an essential employee before, during and after an emergency or disaster, whether natural or acts of war. This includes working a 12-hour shift in EOC Phone Bank during an emergency or disaster, and being sequestered in the office until the next shift.
- Stay abreast of, and comply with, all City and departmental policies and procedures.
- Perform other duties and responsibilities as assigned by Director or his/her designee.
Minimum Qualifications
Formal Education:
High school diploma or GED
Relatable Work Experience:
- Up to one year of customer service experience
- One year of customer service experience in a high volume call center preferred
- One year municipal experience preferred
- Bi-lingual/multilingual skills preferred
Training (License and/or Certification):
- Valid Texas Driver License
Additional Information
The citizens of Sugar Land depend on City employees before, during and after an emergency or disaster to provide or restore essential public services for the health, safety and quality of life for our community. In the event of a wide scale emergency that could impact our community, all employees must be ready to assist in managing the crisis and will be considered essential for the continuity of governmental operations.
Our success is achieved by the courage to do things differently and accept that failure will occur on the path to innovation.
CITY OF SUGAR LAND's OVERVIEW OF EMPLOYEE BENEFITS
- Texas Municipal Retirement System (TMRS)
- HOLIDAYS
firefighters will receive September 11th, Patriot Day, as a fixed holiday.
- VACATION – Other than Public Safety
3 -10 Years 15 days per year
- VACATION – Public Safety
- SICK LEAVE – Other than Firefighters
- SICK LEAVE – Shift Firefighters
- SICK LEAVE INCENTIVE PROGRAM
- LONGEVITY PAY
- 125 CAFETERIA PLAN
- GROUP HEALTH & DENTAL
- VISION CARE PLAN
- AFLAC PLANS
- BASIC LIFE and AD&D
- LONG TERM DISABILITY
serious injury or sickness whether on or off the job. Benefits will be offset by any payments from SS, Workers Comp and other income offsets.
- SUPPLEMENTAL LIFE and AD&D
- SHORT TERM DISABILITY
- PRE-PAID LEGAL PLAN
- DEFERRED COMPENSATION
and $6,500 for age 50 catch-up.
- CREDIT UNIONS
- EMPLOYEE ASSISTANCE
Salary : $4 - $50,000
