What are the responsibilities and job description for the Customer Service Center Specialist position at Louisville Metro Government?
Summary Objective:
The essential functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the class as necessary.
SPECIAL CERTIFICATIONS AND LICENSES:
Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.
UNAVOIDABLE HAZARDS (WORK ENVIRONMENT):
Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.
AMERICANS WITH DISABILITIES ACT COMPLIANCE:
Test Weights
Pass/Fail - 40 WPM Typing
50% - Computerized Clerical Testing
50% - Training & Experience
Equal Opportunity Employer
Please note that Training & Experience will likely be used to partially determine ranking. Training & Experience scores are based on the relevant (as determined by the hiring agency and Civil Service) training and experience from the last 10 years, as listed on your application and resumé, as submitted. Any information that is unclear or that is not listed on your application and/or resume will not be considered in the calculation of the Training & Experience score. This also means that you should list your employment dates, including the month and year (i.e. 02/2007 to 08/2010) of employment, and the number of hours worked per week.
- The purpose of this position is to provide customer service, identifies customers’ needs, clarifies information, research issues and provides solutions and/or alternatives.
- This class works under general supervision, independently developing work methods and sequences.
The essential functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the class as necessary.
- Receives, resolves and/or forwards calls utilizing a contact center system.
- Identifies the citizen’s inquiry, gathers and provides information through a specialized knowledge base/mapping system and website.
- Uses multiple computer systems and phones to handle inquiries, research answers, enter requests for service, comments, or complaints.
- Monitors and responds to social media through Twitter, Facebook, and online chats.
- Builds sustainable relationships and engages customers.
- Conducts customer surveys for feedback and records this information into a database.
- Provides training and guidance for new employees on operating procedures related to providing information to the caller and operating computers to process requests, as needed.
- Performs related work as assigned.
- High School Graduation or GED equivalent.
- Two (2) years of clerical, customer service, receptionist or computer data entry experience or an equivalent combination of education, training and experience.
SPECIAL CERTIFICATIONS AND LICENSES:
- Must be certified in basic CPR from an American Heart Healthcare CPR or obtain within six months of employment.
- Must be certified in National Incident Management System: IS100, IS200, IS700, IS701.a, IS702.a, IS703.a, and IS706 or obtain within six months of employment.
- Must not have been convicted of a felony.
- Must submit to a pre-employment drug screening.
- Must work a varied schedule.
Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.
- Performs sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations.
UNAVOIDABLE HAZARDS (WORK ENVIRONMENT):
Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.
- None.
AMERICANS WITH DISABILITIES ACT COMPLIANCE:
- Louisville Metro Government is an Equal Opportunity Employer. ADA requires the Louisville Metro Government to provide reasonable accommodations to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management.
- May be required to work nights, weekends, holidays and emergencies (man-made or natural) to meet the business needs of Louisville Metro Government.
- This job description is not designed to cover or contain a comprehensive listing of essential functions and responsibilities that are required of an employee for this job. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.
- It is the responsibility of each employee to comply with established policies, procedures and safe work practices. Each employee must follow safety training and instructions provided by their supervisor. Each employee must also properly wear and maintain all personal protective equipment required for their job. Finally, each employee must immediately report any unsafe work practices or unsafe conditions as well as any on-the-job injury or illnesses.
- Every manager/supervisor is responsible for enforcing all safety rules and regulations. In addition, they are responsible for ensuring that a safe work environment is maintained, safe work practices are followed and employees are properly trained.
Test Weights
Pass/Fail - 40 WPM Typing
50% - Computerized Clerical Testing
50% - Training & Experience
Equal Opportunity Employer
Please note that Training & Experience will likely be used to partially determine ranking. Training & Experience scores are based on the relevant (as determined by the hiring agency and Civil Service) training and experience from the last 10 years, as listed on your application and resumé, as submitted. Any information that is unclear or that is not listed on your application and/or resume will not be considered in the calculation of the Training & Experience score. This also means that you should list your employment dates, including the month and year (i.e. 02/2007 to 08/2010) of employment, and the number of hours worked per week.
Salary : $40,082
