What are the responsibilities and job description for the Customer Service Specialist position at St. Louis County, MO?
Saint Louis County Recognized as One of America's Best Midsize Employers by Forbes - St. Louis County Website
St. Louis County has an exciting opportunity as we are seeking a customer-focused individual to be part of our Customer Service team. This role deploys an empathetic first-call resolution approach for County citizens to communicate their needs via in-person customer service assistance and inbound phone calls. Put your exemplary customer service skills to use and strengthen citizen support through timely service request remediation and general question first contract resolution. This position's primary work location will be in Clayton. We offer a comprehensive benefits package and a generous Paid Time Off (PTO) policy. To learn more about these and other County benefits, please visit Competitive Benefits - St. Louis County Website.St. Louis County Government is a qualified agency for the Public Service Loan Forgiveness program managed by the Federal Government. For more information regarding this program, please visit https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service.
Examples of Duties
- Interact with customers / citizens in-person and on phone calls.
- Answer and remediate any type of inbound citizen request, achieve first contact resolution, and work within performance metric targets.
- Analyze citizen complaints, resolve complaints directly, implement appropriate corrective actions on behalf of citizen, or route complaint to the appropriate responsible party.
- Moderate inbound service request queue, understand and explain internal process workflows and interact with County staff responsible for executing requests.
- Link citizens to external agencies when requests fall outside the County’s jurisdiction.
- Perform other duties as required or assigned.
Minimum Qualifications
High school diploma or GED equivalent and one year of direct customer service or call center experience.
Additional Information
SELECTION AND APPOINTMENT: A selection committee will evaluate the qualifications of each applicant which will include recentness and appropriateness of the applicant's education and experience, answers to the supplemental questions, results of employment references investigated and any other appropriate information available.
The selection committee will admit to the interview only those persons who possess the most job-related qualifications and may establish admittance criteria beyond the minimum qualifications stated above. The interview will comprise 100% of the applicant's earned grade. A candidate must earn a qualifying grade of 70 or more on the interview to be eligible for appointment. After initial interviews with the selected candidates are conducted, an email will be sent to the address on file with instructions on how to complete and submit a Conviction Questionnaire. Candidates have 3 days to complete the required questionnaire.
The five top ranking candidates, based on the final grade, will be certified to the Department Director/Appointing Authority who will make the final decision.
All applicants conditionally offered a merit position will be required to submit to urinalysis to screen for illegal drug use prior to appointment. Screening will be performed by a reputable clinical laboratory. The cost of screening will be covered by the County.
St. Louis County offers its employees many excellent benefits with paid medical insurance, 20 days of PTO (paid time off) the first year and increasing with seniority, and 11-12 paid holidays. Employees hired for full time employment will participate in the St. Louis County retirement plan where they contribute 4% of their salary to the defined benefit plan with vesting after 7 years. Other benefits include: paid life insurance, a credit union, 457 Deferred Compensation Plan, pre-tax premium pay plan, dependent care and medical expense reimbursement plans, and short and long term disability insurance.
In addition to these benefits, as of January 1, 2023, St. Louis County approved up to 480 hours of paid parental leave for eligible employees welcoming new children, either by birth or adoption. The employee can also take up to 80 hours of leave for prenatal care and up to 80 hours for care of the child within the first year.
