Customer Service Contact Center Representative – Engage Toledo

POSITION SUMMARY:

Under immediate supervision, represents the City of Toledo in a professional manner through communication to citizens regarding various city departments, including Department of Public Utilities customers over the telephone, in person through outreach, through email, chat, radio dispatch and text; may review work of and/or provide work direction to lower-level personnel, community partner agencies, and/or third-party contractors as needed; performs related work as required.

ESSENTIAL JOB FUNCTIONS: 

– Conveys a positive image and handles a large volume of customers in a professional, friendly, effective and efficient manner.
– Responsible for delivering customer service to citizens via multiple communication channels such as: in person, over the telephone, email, text, chat, fax, written correspondence, and radio dispatch.
– Accountable to provide general information, answer questions, and gather facts and pertinent information regarding water emergencies, utility bills and various city services, concerns and complaints.
– Works in a call center team environment and is required to meet multiple established call center key performance indicators, goals, and objectives.
– Assists utility customers with establishing/discontinuing of service accounts, exchanges and inspections of meters.
– Works closely with all city employees, specifically in the Department of Public Utilities, in order to assist with resolving customer questions and/or concerns, including but not limited to: requests for city services, verifying meter reads, tap information, service line information, bill adjustments, offering payment assistance, and communicating the appeals process and billing rates inside and outside the City of Toledo as needed.
– Enters information obtained from callers into multiple computer software programs utilized by the City of Toledo and proactively performs support and oversight to ensure effective and efficient processing and completion of reported concerns and/or complaints.
– Follows-up with citizens on utility matters and requests for services.
– Performs a variety of activities related to processing customer requests.
– Prepares and maintains a variety of organizational records and files.
– Compiles data for reports.
– Processes a wide variety of complex records, reports, applications and other transactions as required in a specific area.
– Makes recommendations for modifications in office forms and procedures under immediate supervision.
– Trains/mentors new personnel.
– Performs work of considerable difficulty utilizing multiple computer software programs to assist in analyzing, interpreting, and explaining information and status updates on request for city services and utility accounts.
– Responsible for providing high quality customer service to all internal and external customers.
– Performs work of considerable difficulty in independently completing various tasks involving complex work methods and problems.
– Provides peer to peer training.
– Other related duties as required. 

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

 Knowledge of:

Working in a customer service contact center work environment.

Telephone and email etiquette.

Establishing and maintaining effective working relationships with internal and external customers.

Contact center best practices.

The Toledo Municipal Code, including he Department of Public Utilities Rules and Regulations.

City ordinances, policies, rules and regulation related to city services.

The functions and services of various city departments and local community agencies.

Modern office procedures.