TITLE

Customer Service Liaison I

OPEN DATE

7/5/2024

FULL-TIME/PART-TIME

Full-Time

EXEMPT/NON-EXEMPT

Non-Exempt

BARGAINING / NON-BARGAINING

Non-bargaining

DIVISION

Innovation and Technology

LOCATION

311

REPORTS TO

311 Service Manager

SCHEDULE

8 working hours between 7:30a to 5:30p Monday-Friday, some evening or weekend hours to cover special events. Hours may vary based on operational needs.

PAY RATE

Salary Range: Up to $50,000 annually

DESCRIPTION

Salary Range: Up to $50,000 annually

SUMMARY: 3-1-1 Customer Service Liaisons serve as the primary point of contact for residents attempting to request information and/or services from city departments. Liaisons actively listen to each residents concern while navigating multiple software solutions to create comprehensive customer resolutions. It is the liaisons responsibility to ensure each resident-contact experience is characterized by confident responses, clear communication, professional demeanor, and accurate documentation.

SUPERVISION EXERCISED: Not applicable.

ESSENTIAL DUTIES AND RESPONSIBILITIES This list represents the types of duties required by the position. Other duties may be assigned as reasonably expected.

• Performs excellent customer service functions by telephone, Internet, e-mail, and social media
• Receives and processes all non-emergency calls for city services and information;
• Provides project management support to the Director of 311 Customer Service and general support to the other Customer Service Liaisons with their assigned projects;
• Categorizes and codes complaints for data entry purposes and to monitor resolution;
• Works with a variety of software systems, and updates city systems with new information as received (i.e. Dynamics, Enquesta, Routeware.);
• Performs data entry functions by keying data into computer system; enters, retrieves, reviews or modifies data in computer database; verifies accuracy of entered data and makes corrections;
• Provides information and assistance related to City services/activities, procedures, documentation, or other issues; responds to questions, complaints, or requests for service; analyzes data to determine proper response to inquiries;
• Research requests, problems, and complaints and initiates appropriate action; generates work orders to resolve service issues; locates and contacts appropriate personnel in other City divisions/departments for information or assistance with problem resolution; refers problems to other departments/individuals as appropriate;
• Assists with keeping the 311 website current;
• Assists Director of 311 Customer Service with administrative reporting duties as needed;
• Assists with mentoring new hires;
• Attends and assists with continual employee training programs as required;
• Works as long as needed during city emergencies, mandatory overtime with short notice is possible;
• Keyboarding skills at a rate of 45 words per minute accurately a plus;

NON-ESSENTIAL JOB FUNCTIONS:Performs general/clerical tasks, which may include making copies, sending/receiving faxes, filing documentation, or processing incoming/outgoing mail. Assist other employees or departments as needed. Performs other related duties as required.

QUALIFICATIONS:To perform this position successfully, an individual must be able to perform each essential duty in a satisfactory manner. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:Associate degree in business administration, Communication, Public Administration or related field and/or considerable experience in Customer Service or five + years in combination of relevant education, training, or experience.

KNOWLEDGE, SKILLS AND ABILI IES PREFERRED:

• Outstanding customer service skills;
• Extensive knowledge of services and functions of Civil City and City Utility departments;
• Knowledge of proper procedure for receipt of calls and dispatch of information;
• Must have good facilitation and consulting skills;
• Ability to focus on problem-resolution in a professional manner;
• Ability to motivate others and maintain a positive working environment;
• Ability to stimulate others in developing new ideas to meet changing needs;
• Outstanding verbal and written communication skills;
• Outstanding interpersonal skills;
• Organizational skills, good technology skills and the ability to work with others;
• Capacity to work with a variety of City software systems, web browsers, and social media tools to assist constituents with their service request needs;
• Ability to speak Spanish a plus, but not required.

CERTIFICATES, LICENSES, REGISTRATIONS: None.

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