Job Description

Overview

Provides assistance to City customers. Resolves customer inquiries by issuing work orders into 6 work order management systems: performs extensive research of work orders and the City's billing system, analyses and responds to service requests for various City departments and provides information to all City services. Receives high volume of inbound calls through an automated call distribution system. May be asked to perform other duties as assigned.

Responsibilities

· Customer Call Center Representatives receive a high volume of calls through an automated call distribution system

· If a caller is needing to speak to other City departments that are not handled within the call center, the Call Center Representative will transfer the caller to the appropriate City department or Government/Local agency

· Using the information provided from the caller, the Call Center Representative will create the appropriate work order

· Also, the Call Center Representative will issue a work order to fulfill the citizen's request that is received by online or mobile app

· Call Center Representative will utilize Microsoft Outlook to receive emails that include useful information that is used to assist citizens' concerns/complaints

· They will also send out emails to leadership regarding the citizens' issues

· Call Center Representatives respond to online or mobile application inquires sent by citizens

· After the Call Center Representative creates the appropriate work order, based on the priority and type of work order, the Call Center Representative will need to contact the Water, Wastewater, Gas dispatchers, Traffic Engineering on-call technician, Signs & Marketing technician, Utility Field Services Dispatcher, Solid Waste, Storm Water, and Parks and Recreation Department

· The Call Center Representative will utilize Salesforce to assist with concerns or complaints using the Live Agent Chat service and create the appropriate work orders when needed

· The Call Center Representative will also relay any information the citizen requires regarding city events or services offered

· May be asked to perform other duties as assigned

Position Type and Typical Hours of Work

• Non Exempt – Full-Time
• Flexibility to work evenings, weekends, and holidays is a schedule requirement
• In the event of an emergency, employees are required to work to provide for the safety and well-being of the public, including the delivery and restoration of vital services

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified in this position. This job description is subject to change as the needs and requirements of the job change.

Qualifications

· High School Diploma / GED

· Six (6) months to one (1) year of experience

Required

· A valid driver's license is required; successful out-of-state candidates must be able to obtain a valid Texas driver's license within 90 days of hire

Employment Testing

· Criminal Background Check: Yes

· Motor Vehicle Record Check: Yes

· Drug Screening: Yes

· Physical Exam: Yes

Basis of Rating

A recruitment consultant will evaluate all applications against the posted qualifications and may request additional information. The city may also conduct additional skill assessment tests, in addition to the panel interview.

Supplemental Information

• Any position that lists a minimum qualification for education level and/or license/certification will require the applicant to provide proof of documentation if selected for hire into the position with the City of Corpus Christi.

The City of Corpus is an Equal Opportunity Employer and complies with the Americans with Disabilities Act and Uniformed Services Employment and Reemployment Rights Act (USERRA). If you require an accommodation in order to apply for a position, please request assistance from the Human Resources Department.

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