Customer Service Center Specialist

Louisville Metro Government • Louisville, KY

420d

About The Position

The position is focused on providing exceptional customer service by identifying customer needs, clarifying information, researching issues, and offering solutions. The role operates under general supervision, allowing for independent development of work methods and sequences. It involves utilizing a contact center system to manage inquiries and build sustainable relationships with customers.

Requirements

• High School Graduation or GED equivalent.
• Two years of clerical, customer service, receptionist, or computer data entry experience, or an equivalent combination of education, training, and experience.

Responsibilities

• Receive, resolve, and/or forward calls utilizing a contact center system.
• Identify citizen inquiries and gather information through a specialized knowledge base and website.
• Use multiple computer systems and phones to handle inquiries, research answers, and enter requests for service, comments, or complaints.
• Monitor and respond to social media inquiries through platforms like Twitter and Facebook.
• Build sustainable relationships and engage customers effectively.
• Conduct customer surveys for feedback and record this information into a database.
• Provide training and guidance for new employees on operating procedures and computer systems.

Benefits

• Full Time Regular Medical
• Dental
• Vision
• Group Term Life
• Supplemental Life
• Accidental Death & Dismemberment
• Sick Leave
• Vacation
• Holiday Pay
• Bereavement Leave
• Kentucky Public Pensions Authority
• 457 Deferred Comp
• Voluntary Lifestyle Benefits
• Tuition Assistance
• Qualified Adult Benefits
• Childcare Assistance
• Free TARC Use
• Paid Parental Leave

What This Job Offers

• Job Type: Full-time
• Industry: Justice, Public Order, and Safety Activities
• Education Level: High school or GED