Customer Service Representative II Job at City of Columbia, MO
Serve as a primary customer contact representative for citizens seeking City services and information. Help collect, document and utilize institutional knowledge while maintaining the highest possible level of customer service.
Essential Job Functions
- Assist citizens with requests for services and information in a call center setting
- Respond to phone and web-based citizens’ inquiries, questions, requests, and complaints.
- Use the Customer Relation Management (CRM) system to document, track, and follow up on customer interactions, transactions, and resolutions.
- Document frequently requested services and response protocols. Help develop scripts and protocols for responding to citizens’ requests for services.
- Train with designated subject matter experts for each City department.
- Establish and maintain relationships with City departments in order to ensure accuracy of content.
Ancillary Job Functions
- Assist Manager in building and maintaining a comprehensive knowledge base that will integrate with CRM software.
- Serve on implementation and ongoing evaluation team for CRM software.
- Help maintain quality control and process improvement.
- Sustain service level agreements and adhere to service level standards developed between departments and Contact Center.
- Perform other related duties as assigned.
Education and Experience - An equivalent combination of education, training and experience will be considered
- Associate or technical degree; specialization in Communications, Business, or Technology Management preferred.
- Minimum of three years of relevant experience in customer service, preferably in a call center or help desk environment.
Knowledge, Skills and Abilities which may be representative, but not all-inclusive of those commonly associated with this position
- Ability to use computer, printer, mobile device, scanner/copier, and telephones.
- Proficiency in designated Customer Relationship Management software and protocol.
- Ability to provide excellent customer service in a contact center environment.
- Strong interpersonal skills to successfully develop positive intergovernmental, private sector, and community relationships.
- Excellent written and oral public communication skills, including the ability to develop intergovernmental relations and prepare reports for the media.
- Ability to wear a phone headset and answer multiple telephone lines.
Work Environment – Environmental or atmospheric conditions commonly associated with the performance of the functions of this job
- General office conditions. Exposed to moderate noise levels.
Physical Abilities that are commonly associated with the performance of the functions of this job. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions
- Required to use close vision and be able to focus.
- Regularly required to talk, listen and sit; occasionally required to stand to conduct presentations and media events.
- Must be able to have repetitive wrist, hand, and/or finger movements to type and work on computer.
- Must have finger dexterity and hand-eye coordination to work on computer, telephone, and related office equipment.
- May be required to lift up to 25 pounds when setting up for events.
- Regular attendance is a necessary and essential function.
Hours/Days
7:30 a.m. – 5:00 p.m. Monday – Friday (40 hour shift)
Supervision Exercised
None.
Starting Salary
$15/hr
Pay Grade
B6
Number of Positions Available
1
Deadline to Apply
Open Until Filled
Yes
Special Instructions to Applicants
7:30 a.m. – 5:00 p.m. Monday – Friday (40 hours per week shift).
NOTE: Preferred application date 10/7/2022
NOTE: Preferred application date 10/7/2022
Notice to Applicants
Individuals needing accommodation to apply may call 573.874.CITY (2489)
TTY: 711 (MO RELAY)
THE CITY OF COLUMBIA IS A MERIT, AFFIRMATIVE ACTION, EQUAL OPPORTUNITY EMPLOYER: MALE / FEMALE
THE CITY OF COLUMBIA REQUIRES PRE-EMPLOYMENT DRUG TESTING
The City of Columbia participates in the federal E-Verify work authorization program
TTY: 711 (MO RELAY)
THE CITY OF COLUMBIA IS A MERIT, AFFIRMATIVE ACTION, EQUAL OPPORTUNITY EMPLOYER: MALE / FEMALE
THE CITY OF COLUMBIA REQUIRES PRE-EMPLOYMENT DRUG TESTING
The City of Columbia participates in the federal E-Verify work authorization program
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