311 Call Center Analyst 1

Iron Bow Technologies • Manassas, VA

144d

About The Position

Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is bright, because 'What we do matters!' We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our passionate people, long standing partnerships, and strategic thinking to solve your most critical challenges. Whether we team with clients, colleagues, or partners, we put each other first. It's The Iron Bow Way. The position involves acting as a change agent providing top-tier customer service support to 311 callers for Prince William County.

Requirements

• High School diploma and up to 2 years' Customer Service experience working in a technical or non-technical environment but handling technical tasks.
• Previous experience in a customer service or technical support role is a must.
• Live within easy commute of Manassas, VA.
• Ability to troubleshoot and resolve basic technical issues.
• Excellent customer service and communication skills.
• Empathy and ability to relate to the end-user.
• Proven ability to follow processes and procedures accurately.
• Attention to detail.
• Team player with a positive attitude.
• Ability to pass a customer background check.

Nice To Haves

• Live within Prince William County.

Responsibilities

• Provide non-technical, non-emergency customer service to the entire County regarding all aspects of the County Government/Services.
• Support everyone in the County in all aspects of County services, including creating, updating, and closing service requests; and answering questions using technical tools (SalesForce).
• Assist with the maintenance of a Knowledge Base (KB) that enables the 311 Operations Team to provide customers the desired service quickly and efficiently.
• Triaging service requests submitted via the County AI-based tool, based on guidance from senior team members and the Operations Manager.
• Work on knowledge article requests in order of assigned priority by senior team members or the Operations Manager.
• Research and knowledge articles when assigned as part of the continuous improvement cycle.
• Occasionally revise and routinely run through test scripts for both updated and brand new 311 portal functionality (Web, Mobile, Chatbot, internal Console).
• Review existing County resources as needed based on constituent feedback and forwards requests for improvement to the relevant agency.
• Escalate questions that cannot be resolved to a senior team member or the Operations Manager for follow-up based on the next level of support in line with service level agreements (SLAs).
• Update users on the status of their question or service request by following trained scripts.
• Provide excellent customer service and maintain a positive attitude.
• Collaborate with team members to learn and share knowledge and best practices for resolving customer questions and concerns.

Benefits

• Be part of a growing and highly valued new capability in Prince William County (311).
• Be part of an inclusive team that encourages development and potential future growth into a County career.
• Grow your skillset of troubleshooting, critical thinking, customer service skills.
• Learn how to deliver knowledge magic efficiently managing service requests and general questions.

What This Job Offers

• Industry: Merchant Wholesalers, Durable Goods
• Education Level: High school or GED