Customer Service Representative 311 (Call Center Rep) 31

City of Lansing•Lansing, MI

19h•Onsite

About The Position

This is specialized customer service work which is responsible for receiving, screening, and responding to customer service needs as part of the 311 Customer Service Call Center. The City of Lansing is a diverse, robust capital city that offers a great place to live, work, and play. The City hosts the seat of government, a thriving economy, areas of culture and entertainment, manufacturing, major educational institutions and is centrally located to major areas of interest. The City of Lansing offers a competitive wage and benefits package including medical, vision, dental, paid vacation, sick and holiday leave. The scope of work requires the appropriate handling of non-emergency, technical communications and administrative services related to the operations of the 311 Customer Service Center and working with citizens/customers in-person for receiving payments and information dissemination. Employees serving in this position are responsible for accurate and effective evaluation and response to a variety of citizen service needs and requests for municipal services. Work is performed in accordance with prescribed procedures and departmental regulations; however, independent judgment is exercised in determining and assessing the needs and assistance appropriate to address citizen needs. The work is performed under general supervision through observation for quality, consistency, and conformity with established procedures. Supervisory staff is available to confer with employees on unusual or difficult cases.

Requirements

Graduation from high school supplemented by additional course work in business administration and training courses in customer relations, AND three (3) years of related progressive work experience of which two (2) years of experience in call center or dispatch operations is preferred; OR an equivalent combination of training and experience.
A minimum of 3 years of professional experience in business, administering technical business processes and procedures is also required.
Must be able to work independently in the absence of supervision.
Must be able to be bonded.

Nice To Haves

Experience in cash handling and computerized payment processing systems highly preferred.
Bilingual at a conversational level is highly preferred.
Formal training in Customer Service along with work experience in the field is highly preferred.
Special consideration may be given to candidates with Call Center operations experience.

Responsibilities

Receives, evaluates, and processes incoming calls for assistance by the public; addresses issues, problems, or requests for service by determining the exact nature of the call.
Provides information in response to complaints or requests for information from callers and walk-in customers regarding all city departments and departmental services in order to resolve citizen complaints and inquiries.
Operates and uses computer software related to 311 Call Center operations.
Handles cashiering responsibilities as necessary related to customer service payment processes; responds to customer's inquiries and complaints or refers to proper person as needed.