Customer Service Representative (Tier 2) (Development Services)

Salary:  

Min $32,552.00

Mid $45,406.40

Max $58,260.80

 

Job Overview

This position is working within the Development Services Department. The ideal candidate will possess a strong knowledge of standard Customer Service best practices. Experience in Call Center, Customer Relationship Management software, and comfort with face-to-face interactions as a big plus. Must be able to make quick and critical decisions within a fast-paced environment with minimal supervision. This position will require the individual to correspond/interact with various managers/leaders from development services sections and other departments so the ability to effectively communicate both orally and in writing is a must.  It shall also use the computer and software to quickly access data and knowledge base.

Core Competencies

• Customer Commitment - Proactively seeks to understand the needs of the customers and provide the highest standards of service.
• Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve.
• Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.
• Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.

Duties and Responsibilities

Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below:

• Uses office equipment and software to receive and respond to customer requests and complaints, document needs and concerns, and refer customers to other parties.       
• Establishes and updates customer records, makes account adjustments, and processes payments.       
• Demonstrates exemplary customer service skills and etiquette while communicating with customers both verbally and in writing.        
• Schedules services and/or dispatches service providers based on set parameters. Communicates with operational teams at designated times and when changes will affect work plans and/or customer needs or solutions.     
• Operates systems and software to find, verify, and enter information, distribute information or correspondence, and to track/report time spent on various tasks.
• Reconciles/updates customer accounts, funding sources, and billing systems.      
• Applies designated procedures, guidelines, tools, and resources to accomplish job duties.      
• Coordinates with other departments, organization, or service providers based on customer needs and established guidelines.        
• Follows up with customers at designated frequency, intervals or sets of circumstances to give updates, provide notification or guidance, and request information or feedback.       
• Provides customer service support or related duties when required by the Office of Emergency Management.   
• Investigates complaints, account discrepancies, and system issues. 
• Reconciles/updates customer accounts, funding sources, and/or billing systems for advanced and emergency needs.      
• May serve as team lead for other customer service representatives in the department/work unit.       
• Resolves customer service challenges that don’t fit standard solutions.   
• Performs other related duties as required.

Job Specifications

• Knowledge of standard call center operations and customer service best practices.
• Skill in the use of service-oriented phrases and techniques to achieve resolution.
• Skill in listening actively to discern customers’ needs.
• Ability to evaluate customer information to determine course of action.       
• Ability to communicate effectively both orally and in writing.       
• Ability to work effectively with others.       
• Ability to perform accurate computations and verifications of data.       
• Ability to use computer and software to quickly and accurately enter data.
• Ability to coordinate and oversee the work of others and perform team lead duties.

Physical Re