Citizens Support Specialist - Examination

City of Cleveland • CH - City Hall, OH

7d • Onsite

About The Position

This application is for a Civil Service Examination for the opportunity to be placed on an Eligible List for a future opening. The Citizens Support Specialist role involves receiving and processing non-emergency calls, responding to calls for services, and handling inquiries about City programs, events, hours of operation, locations, and departmental functions. The position requires collaboration with Divisional staff in planning and carrying out work assignments under general direction. A typing test (pass/fail) and a written examination will be administered.

Requirements

• High School or GED required.
• Minimum of one year of experience in customer service required.
• Typing speed of 30 WPM required.
• Must be able to work any shift or days assigned.
• Must be able to lift and carry 30 pounds.
• Knowledgeable of modern office practices and procedures and the operation of standard office equipment.
• Some knowledge of the organization and functions of all city departments and associated authorities and of other governmental units (i.e., federal and state government) and outside agencies as they relate to service delivery to the public.
• Some knowledge of the geographic layout and boundaries of the City of Cleveland including locations of streets, major intersections, subdivisions, important buildings and major landmark
• Skill in the timely operation of personal computers and related software for entering, retrieving and evaluating requests for service.
• Skill in the use of standard and specialized office equipment for purposes of communication, data entry and retrieval, duplicating and word processing.
• Skill in establishing and maintaining effective working communications with other persons.
• Ability to speak explicitly and to maintain courteous, tactful and effective public relations under high volume conditions.
• Ability to elicit and understand information from persons under stress and/or who speak with accents or who have limited English-speaking ability.
• Ability to accurately read information from reports, forms, emails, etc.
• Ability to distinguish between emergency and non-emergency calls.
• Knowledgeable of researching topics via the internet.

Nice To Haves

• Ability to speak a second language preferred.

Responsibilities

• Handle complaints and inquiries received from the public, City Council and other Government offices by telephone, email, in writing and text/chat.
• Enter data into the appropriate customer relationship management (CRM) system for call center service requests data.
• Utilize computers, headsets, reference materials and job aids, government records, training sessions to perform thorough analysis of all known information to resolve a customer inquiry within the framework of established policies and procedures.
• Establish and maintain effective working relationships with supervisors, associates, outside agencies and the general public.
• Uses excellent listening skills, soft skills, customer service and phone etiquette.
• Enters highly accurate and complete information to update customer records to confirm conversation and interactions with customers.
• Refers customers to appropriate offices or agencies and tracks in the appropriate CRM System.
• Completes necessary forms, documents, letters or e-mails.
• Utilize Language Line Solutions; three-way calls with citizen(s), City of Cleveland employee and language line associate.
• Navigate GIS Map, City Works Map, Cuyahoga MyPlace Map and Goggle Maps: assist with locations, owners/parcels of properties.
• Handle general information requests, frequently asked questions about City services, programs and facilities that are available through City of Cleveland resources including a directory of City departments.
• Track information in the appropriate CRM system.
• Handle Research Requests- Complex requests for information, service, or a problem resolution that requires deep subject matter expertise and the ability to investigate and solve a problem.
• Follows up with customer as necessary to meet the required service level.
• Performs other job-related duties as required.

Benefits

• Residency Credit (10 points added to passing score if primary residence in City of Cleveland for at least one year)
• Veterans' Preference (5 or 10 points added to raw score based on service and disability)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED