Customer Service Specialist (Call Center)

Customer Service Specialist

This position is responsible for cashiering oversight, cash control, and bank deposit batching, as well as providing front counter and phone support, including handling customer escalations. The position's duties include drafting and responding to customer service e-mails and correspondence; conducting staff training, including drafting, amending, and implementing complex procedures; performing quality assurance functions by reviewing customer calls and providing feedback; accounting and billing analysis; and complex billing research. The Customer Service Specialist will provide oversight of Control 1 dispatch functions and provide radio dispatching support.

The ideal candidate will be equally adept at working both collaboratively and independently while managing a high volume of daily customer interactions in person, over the phone, via written and e-mailed correspondence, and through radio dispatching to City Field Crews. The ideal candidate will value and enjoy providing guidance to staff and delivering exceptional customer service to resolve escalated customer issues.

This is the advanced-journey level class in the Customer Service series. The Customer Service Specialist class works under minimal supervision, and is considered the technical expert of the series having the knowledge and authority to handle issues beyond the first attempts of lower-level Customer Service staff. The Customer Service Specialist level may be assigned to lead lower-level Customer Service staff. This class is distinguished from the Customer Service Supervisor class in that the latter is the full supervisory class, responsible for a customer service unit, operation, or special program. This class is distinguished from the Customer Service Representative class in that the latter is the journey-level class in the series where incumbents work under immediate supervision. General supervision is provided by a Customer Service Supervisor or higher-level management staff. The Customer Service Specialist may provide lead direction as assigned.

Knowledge of : English usage, spelling, grammar and punctuation. Basic bookkeeping and record keeping methods. Mathematical procedures and calculations, including percentages, calculations, and pro-rations. Methods of researching and recording. City codes and ordinances, policies, procedures, and regulations of assigned division / department. Various rates and fees schedules. Assessing maps, as assigned including geographic information system (GIS), parcel, subdivision, etc. Methods and equipment used in processing payments. Modern office methods, practices, procedures for billing purposes. Computer operations, including computer software applications and other specialized business applications. Principals of supervision and training.

Skill in : Computer keyboard, typewriter and 10-key calculator. Working as part of a team. Phone skills and diplomacy. Computer and Internet searches.

Ability to : Exercise tact, judgment and patience in dealing with the public, staff and client departments. Utilize specialized computer business applications and systems for account and billing purposes. Analyze, read, and prepare schedules, maps, permits, reports, and statements regarding municipal operations. Analyze and prepare schedules, reports and statements regarding municipal operations. Interpret and apply City regulations and procedures as applicable to billing, fees and collections. Work independently with minimal supervision. Work any shift, including weekends and holidays is mandatory for some assignments. Perform specialized technical work involving independent judgment. Type at a speed of not less than 35 net words per minute. Perform mathematic calculations. Communicate clearly and concisely, both orally and in writing. Establish and maintain effective working relationships with those contacted in the course of work. Perform concurrently multiple complex customer service related duties.

Experience and education that would provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be : Two (2) years of progressively responsible journey-level experience performing customer service work responding to customer complaints and inquiries in a public service operation. Equivalent to the completion of the twelfth grade.

Proof of education such as, but not limited to, university / college transcripts and degrees should be submitted with your application and will be required at the time of appointment. Unofficial documents and / or copies are acceptable. An applicant with a college degree obtained outside the United States must have education records evaluated by a credentials evaluation service. Evaluation of education records will be due at time of appointment.

Employees must complete twelve (12) months of probation at a satisfactory performance level prior to gaining permanent status.