Contact Center Representative
Position InformationAre you a customer service-oriented person with great listening, problem solving, and multi-tasking skills? If that's you, then we may have a great opportunity for you!The Department of Environmental Services is seeking to hire a Contact Center Representative to join the Customer Services Office (CSO) which provides exceptional customer service by responding to over 55,000 customer calls annually.
The CSO is also responsible for accurately and timely billing more than 37,000 utility customer accounts.
Specific duties include:
Providing quality and professional support via phone or email to customers who have complex issues, complaints, and requests relating to a broad range of County programs including billing, refuse and water services;Effectively resolving customer complaints and issues about their utility accounts by sourcing and reviewing related data, proactively researching County programs, and collaborating with other supported work groups such as the Solid Waste Bureau; Water, Sewer & Streets Bureau; and Traffic, Engineering & Operations;Collaborating directly with utility billing staff on complicated or escalated billing issues to respond to customer complaints or determine appropriate course of action for emergency situations;Establishing pay plans for outstanding balances, processing requests for investigations, and accepting payment for restoration of service after disconnection;Accurately processing work orders in multiple systems;Creating new utility accounts and providing advisory services related to payment issues;Preparing and responding to emails, letters and other written correspondences, reflecting and explaining the County's position on complex issues and problems;Coordinating with vendors or other departments to research solutions to issues; andCollaborating with Team Leads and Managers to update or develop our knowledge base.
The successful candidate will be able to work in a fast-paced environment, be technically savvy in the use of multiple systems, and is able to manage and prioritize large volumes of work.
The ideal candidate will have experience working with local government services or utilities while providing courteous and helpful customer service to constituents.
Selection CriteriaMinimum:
High school diploma or GED; andTwo years of experience providing front-line customer service support to the public in a high-volume office environment.
Substitution:
Successful completion of college coursework from an accredited college or university can be substituted for the experience requirement on the following basis:
2 years = 6 months of experience;4 years = 1 year of experience.
Desirable:
Preference may be given to candidates with experience in one or more of the following:
Resolving complex and unique customer issues such as billing issues, service-related disruptions, complaints, or emergencies;Performing customer service in local government or utilities-based environment;Using an electronic database system to enter or retrieve data or information; and/orBilingual ability in Spanish and English to help customers with limited English proficiency solve problems and answer their questions.
Additional InformationWork Hours:
This is a full-time 40 hour per week position, with work schedule determined at hire.
The Customer Call Center is open from 7:
00 AM to 7:
00 PM, Monday through Friday.
This position requires schedule flexibility during the work week to accommodate the Call Center's hours.
The official title of this position is Services Assistant IV.
Please complete each section of the application.
A resume may be attached, however, it will not substitute for the completed application.
Your responses to the supplemental questionnaire are considered part of the selection process and are required for this position.
Incomplete applications will not be considered.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
The CSO is also responsible for accurately and timely billing more than 37,000 utility customer accounts.
Specific duties include:
Providing quality and professional support via phone or email to customers who have complex issues, complaints, and requests relating to a broad range of County programs including billing, refuse and water services;Effectively resolving customer complaints and issues about their utility accounts by sourcing and reviewing related data, proactively researching County programs, and collaborating with other supported work groups such as the Solid Waste Bureau; Water, Sewer & Streets Bureau; and Traffic, Engineering & Operations;Collaborating directly with utility billing staff on complicated or escalated billing issues to respond to customer complaints or determine appropriate course of action for emergency situations;Establishing pay plans for outstanding balances, processing requests for investigations, and accepting payment for restoration of service after disconnection;Accurately processing work orders in multiple systems;Creating new utility accounts and providing advisory services related to payment issues;Preparing and responding to emails, letters and other written correspondences, reflecting and explaining the County's position on complex issues and problems;Coordinating with vendors or other departments to research solutions to issues; andCollaborating with Team Leads and Managers to update or develop our knowledge base.
The successful candidate will be able to work in a fast-paced environment, be technically savvy in the use of multiple systems, and is able to manage and prioritize large volumes of work.
The ideal candidate will have experience working with local government services or utilities while providing courteous and helpful customer service to constituents.
Selection CriteriaMinimum:
High school diploma or GED; andTwo years of experience providing front-line customer service support to the public in a high-volume office environment.
Substitution:
Successful completion of college coursework from an accredited college or university can be substituted for the experience requirement on the following basis:
2 years = 6 months of experience;4 years = 1 year of experience.
Desirable:
Preference may be given to candidates with experience in one or more of the following:
Resolving complex and unique customer issues such as billing issues, service-related disruptions, complaints, or emergencies;Performing customer service in local government or utilities-based environment;Using an electronic database system to enter or retrieve data or information; and/orBilingual ability in Spanish and English to help customers with limited English proficiency solve problems and answer their questions.
Additional InformationWork Hours:
This is a full-time 40 hour per week position, with work schedule determined at hire.
The Customer Call Center is open from 7:
00 AM to 7:
00 PM, Monday through Friday.
This position requires schedule flexibility during the work week to accommodate the Call Center's hours.
The official title of this position is Services Assistant IV.
Please complete each section of the application.
A resume may be attached, however, it will not substitute for the completed application.
Your responses to the supplemental questionnaire are considered part of the selection process and are required for this position.
Incomplete applications will not be considered.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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