Summary

Responsible for handling all inbound calls, email and chat requests in a timely manner.  Efficiently process phone, email and chat orders from clients, vendors and citizens, disseminate information, troubleshoot problems, handle complaints and maintain assigned reports.  Project a professional company image through phone, email and chat interactions always. Maintain a positive rapport with all vendors and client/city employees. Must have dedicated home office space and access to upgraded internet service to support work flow. Must be able to work any shift between 12:00 am-12:59 pm as Support Center is operational 24/7. This is a full-time teleworking position.

• answer phones, emails and chats professionally & respond to customer inquiries
• research required information using available resources
• handle and resolve customer complaints & process orders, forms and applications
• identify and escalate priority issues & route calls to appropriate resource
• follow up customer calls where necessary & complete call reports
• Must be able to meet and maintain minimum acceptable department standards and goals

Essential Duties include the following:

• Answer incoming telephone calls, emails and chats and provide a variety of services to the customer over the telephone and via email. Answering questions about facilities/citizen related issues/concerns
• Working with external and internal vendors. Coordinating responses between vendors and the customer
• May update and maintain weekly, daily and monthly follow up reports
• Enter, dispatch and complete customer Work Orders via various computer software systems, phone or email, (Chat in near future)
• Record audio announcements when warranted by certain clients to update callers on statuses
• Follow-up via phone or email on customer inquiries not immediately resolved using escalated steps when necessary
• Recognize, document and alert the client SME, designated on-call, or supervisors of trends in customer calls that could be problematic
• Notify technical support of any internet, phone or system issues
• Other duties and projects may be assigned by the supervisor

Job Requirements:

Qualifications:

Key Competencies: 

The requirements listed below are representative of the knowledge, skill, and /or ability required

• Strong verbal and written communication, listening skills, basic to intermediate computer skills (Outlook, Word, Excel), previous Experience navigating through multiple data bases (5-7)
• Extreme multi-tasker
• Problem analysis & problem solving, good interpersonal skills, patience
• Customer service orientation & organizational skills
• Attention to detail, & initiative and judgment, solid spelling and grammar
• Adaptability & team work, friendly, professional and courteous, clear, pleasant speaking voice
• Stress tolerance & resilience, work with minimum supervision, ability to follow directions
• Must have the maturity and professionalism to work unsupervised in A virtual work environment from a dedicated home office
• Basic computer troubleshooting
• Able to adhere to a set schedule: 2 breaks periods @ 15 minutes and 1 lunch period @ 30 minutes
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• High school diploma or general education degree (GED) required

• Two to four years call center/customer service-related experience and/or training or equivalent combination of education and experience.

• Prefer some college courses or training beyond high school.

• Some knowledge and understanding of Facilities Maintenance and Services, city services and water or wastewater facilities would be a plus.

• Must be able to type 30 -35 wpm.
• Must be able to work in a virtual home environment without distractions.