Complaint Clerk

City of Syracuse•Syracuse, NY

1d•Onsite

About The Position

This is responsible public contact work involving response to telephone inquiries to a department or agency with complaints about services rendered, lack of services or what can be done for the customer to respond to their question. It is essential that the employee maintain a calm decorum in the assistance aspect of the class due to impressions received by the calling public. A polite, inquiring approach must be maintained. The employee must initially determine the nature of the complaint, what departmental/agency function would have responsibility to successfully resolve the issue and either follow through with the department for a successful completion or refer the inquiry to the appropriate party to effect a successful completion. The employee exercises some latitude in the approach used to respond to calls but generally must be aware of the departments/agency parameters to respond to complaints. This class differs from general clerical classes, who in the course of business, respond to inquiries in that the focus of this class is based upon the reception of complaints and their resolution as the primary responsibility of the position. Assignments are verbal and work is reviewed through the resolution of complaints and other inquiries. This class exercises no supervision. Does related work as required.

Requirements

Some knowledge of general office procedures and clerical techniques.
Ability to control telephone conversation with confused, angry or distraught callers through the use of calm, controlled conversation and directed questions
Ability to use good judgment, tact and courtesy in responding to the public on the phone or in person
Ability to analyze problem, make decisions, whether routine or emergency, in accordance with regulations and department procedures and apply these to work situations.
Ability to speak with good diction and a clear speaking voice.
Ability to read directories, listings or codes and to write information on simple forms or P.C. keyboard.
Ability to follow oral instructions.
Ability to speak and write English.
Skill in keyboard operation.

Responsibilities

Answers incoming phone calls and determines the type and nature of inquiry.
Gathers all needed information from callers, often through use of calm, controlled questioning, enters type and kind of complaint/inquiry onto a hard copy or automated information collection system.
Makes contact with appropriate unit within the department/agency to advise of the complaint, determining which situation can be rectified.
Dependent upon the complaint, may contact the caller and advise as to the disposition of the complaint.
May enter information into a P.C. through the use of a keyboard.
Maintains records on all calls.