Customer Service Representative (CSR l) - City of Fort Worth

Workforce Solutions for Tarrant County•Fort Worth, TX

About The Position

Performs a wide variety of basic customer services and clerical tasks in support of assigned department. Responsible for answering incoming phone calls via ACD (automatic call distribution) and providing exceptional customer service in a professional, fast-paced call center environment. Responds to customer complaints and inquiries. Evaluate and research requests, inquiries and problems presented for resolution and/or referral.

Requirements

High school diploma or equivalent and no previous experience required.
Knowledge of basic services and activities of a customer service program within the area of assignment.
Knowledge of effective methods and techniques of customer service.
Knowledge of techniques of reading and interpreting City maps and boundaries.
Knowledge of various equipment and tools related to assigned responsibilities.
Knowledge of basic principles and procedures of record keeping.
Knowledge of principles and practices of data entry and filing.
Knowledge of modern office procedures, methods and equipment including computers.
Knowledge of pertinent Federal, State and local codes, laws and regulations.
Skill in making observations.
Skill in operating assigned equipment.
Skill in prioritizing activities.
Skill in Time Management.
Skill in Attention to detail.
Skill in Computer programs and related software.
Skill in Critical thinking.
Skill in Customer relations.
Skill in Basic math
Ability to respond to requests and inquiries from the general public.
Ability to operate and use modern office equipment.
Ability to understand and follow oral and written instructions.
Ability to communicate clearly and concisely, both orally and in writing.
Ability to establish and maintain effective working relationships with those contacted in the course of work.
Ability to talk and type simultaneously
Regular attendance is essential.
Incumbent must arrive at work on time, prepared to perform assigned duties and work assigned schedule.
Incumbent must have the ability to work well with others.
Incumbent must be able to perform the essential functions of the position without posing a direct threat to the health and safety of themselves and others.

Responsibilities

Performs a variety of basic clerical functions.
Makes electronic annotations in Customer Relationship Management (CRM) system to note record of phone call received.
Prepares general correspondence and performs calculations and monetary transactions.
Researches files and records.
Receives, researches and resolves various issues/problems based on customer inquiries about general information, policies and procedures.
Prepares effective correspondence for problem resolution.
Receives and verifies client information.
Provides the public with accurate information regarding applicable policies and procedures related to the water billing process in Fort Worth.
Refers to appropriate staff based on office policy.
Identifies various account problems/errors, including missing payments, pay plans and unidentified payments based on phone inquiries.
Resolves or refers issues as appropriate.
Serves as back up for other staff as necessary.
Performs other related duties as assigned.