What are the responsibilities and job description for the Call Center Information Specialist 1 position at City of Wichita, KS?

Salary : $17.07 Hourly

Location : Wichita, KS

Job Type : Full-time

Job Number : CALL CTR INFO SPEC 1 - FT NJD

Department : Public Works and Utilities

Division : PWU Call Center

Opening Date : 01 / 09 / 2025

Closing Date : 1 / 23 / 2025 11 : 59 PM Central

Bargaining Unit : 2000

Max Number of Applicants : 63

The City of Wichita is NOT an E-Verify Employer.

Distinguishing Features of Work

The Call Center Specialist for Public Waters plays a vital role in delivering exceptional customer service and accurate information to citizens regarding the Water Utility and other City departments. Reporting directly to the Call Center Supervisor, this position is responsible for delivering excellent Customer Service to the Citizenry and providing accurate information regarding the Water Utility and other Departments of the City by using appropriate, resources, institutional knowledge and directed training. The Specialist ensures efficient handling of inquiries, complaints, and service requests. This role requires a proactive approach to customer service, ensuring that citizens receive timely, clear, and accurate information. The Specialist's performance is closely monitored against set goals and is evaluated on a daily, weekly, monthly, and annual basis. This position represents the front line of communication between the City and its residents, requiring a high level of professionalism, empathy, and problem-solving abilities.

Workdays and Hours - Monday - Friday - 8 : 00am - 5 : 00pm

Bargaining Unit : Service Employee's International (SEIU)

Employees within the department or division shall be given first consideration
Posting may close at any time or once max number of applicants has been reached.

Examples of Work Performed

Answer calls and respond to emails

Handle customer inquiries both telephonically and by email

Research required information using available resources

Manage and resolve customer complaints

Provide customers with product and service information

Enter new customer information into system

Update existing customer information

Process orders, forms and applications

Identify and escalate priority issues

Route calls to appropriate resource

Follow up customer calls where necessary

Document all call information according to standard operating procedures

Complete call logs

These examples are not intended to be all-inclusive.

Other related duties may be assigned as needed.

Requirements of Work

Knowledge of customer service principles and practices.

Knowledge of call center telephony and technology.

Knowledge of administration and clerical processes.

Excellent use of active listening, problem solving and analysis skills

Ability to use a computer to access, interpret, and record information.

Ability to accept and respond to a steady volume of requests for information and / or service, both in person and over the phone.

Ability to develop and maintain effective working relationships with associates, employees of other departments, representatives of outside agencies, and the public.

Ability to communicate clearly and effectively, both orally and in writing.

Ability to provide excellent customer service.

An employee shall not pose a direct threat to the health or safety of other individuals in the workplace.

Required Experience and Training

High school Diploma

1 year of experience in a call center providing customer service.

1 year of experience managing and responding to a large volume of customer calls daily.

Must be legally authorized to work in the United States without the need of a sponsorship.

Attainment of passing scores on pre-employment tests :

Call Center Customer Service Survey

Call Center Customer Service Scenarios

Call Center Math

Preferred Experience and Training

6 months of experience in a public utility or government-related call center.

Familiarity with municipal water systems, utilities management, or city services.

Proficiency with CRM (Customer Relationship Management) software and other call center technologies.

Offers of employment are contingent upon passing a pre-employment physical, which includes drug screening, and upon satisfactory evaluation of the results of a criminal record check.

Applicants have rights under Federal Employment Laws. Please find more information under the following links :

The City of Wichita is committed to providing a competitive pay and benefits package that helps the City hire and keep good employees. Find out more about what the City offers in the following sections.

Seasonal / Part-time-Limited Benefits Include :

Employee Assistance Program

Training

The following validates my highest level of education...

High School / GED

Some College

Associates Degree

Bachelors Degree

Masters Degree

Doctorate / JD

I have the following consecutive years of experience working in a call center providing customer service :

0 to 6 months experience

1 to 3 years' experience

3 to 5 years' experience

5 years' experience

I have no experience working in a call center providing customer service

I have the following years of experience managing and responding to a large volume of customer calls daily :

0 to 6 months experience

1 to 3 years' experience

3 to 5 years' experience

5 years' experience

I have no experience managing and responding to a large volume of customer calls daily.

I have the following years of experience in a public utility or government-related call center.

0 - 6 months experience

6 months - 1 year experience

2 to 4 years' experience

5 years' experience

I do not have experience in a public utility or government-related call center.

I am familiar with municipal water systems, utilities management, or city services.

Yes, I am familiar

No, I am not familiar

My proficiency with CRM (Customer Relationship Management) software and other call center technologies is :

Beginner / Novice

Intermediate

Advanced

Expert

I do not have experience or proficiency in CRM (Customer Relationship Management) software and other call center technologies.

I am legally authorized to work in the United States without sponsorship.

Required Question

Salary : $17

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