This is skilled customer service work in the City's centralized Customer Service Center or in a specialized police communications assignment. An employee in this class provides one point of contact to obtain information on non-emergency City services. Work includes developing and routing in-bound service order requests to the appropriate units within various departments utilizing state-of-the-art call center technology. Employees receive service order requests through multiple intake channels, including phone, fax and internet portals. This class differs from other customer service classes by responsibility for centralized communication and advisory services for a multitude of large delivery service departments in a wide variety of diversified functional areas. In addition, employees in this class utilize a centralized call center system to develop and route service orders. An employee working in the Police Department assignment monitors a bank of security cameras and notifies a dispatcher if police intervention is required. Employees convey a positive image and handle a large volume of in-bound calls in a friendly and professional manner. Work is performed on an assigned shift and under the general supervision of communications supervisor.
ALLOCATING FACTORS: (The following conditions must be met for a position to be allocated to this class.)Provides centralized advisory services to the general public on a wide variety of diversified functional issues for large volume service delivery departments; adheres to established protocols for the transmission of pertinent information to callers; conveys the basic mission and functions of all client departments to callers as necessary; provides information on general processes for permits and license issuance, tax requirements for businesses and individuals, city and state regulations, ordinances and laws; directs callers to the appropriate external government agency when appropriate; provides information concerning local special events; searches the call center system's knowledge base via a Q&A search function for specific data relating to department processes and functions.
Receives calls and makes inquiries to identify their specific nature; answers caller queries; gathers appropriate information for service departments to investigate and resolve complaints; assesses the most appropriate manner to respond to the call in a customer-oriented, informative and professional manner; utilizes a state-of-the-art call center system to create automated service order requests based upon the specific nature of the callers' requests; routes requests to the appropriate contacts within the various operating departments; searches the system for duplicate service orders and informs callers of the progress of service orders as requested.
Connects in-bound callers to the appropriate individual or department; searches the directory software and database for the correct information; elicits information concerning the nature of calls and routes calls to the proper office; probes callers when it is not clear where a call should be routed; receives emergency-type phone calls and follows appropriate protocol in routing the call and notifying relevant parties when necessary, including placing out-bound calls from a list of emergency notifications and following up on paged employees; takes messages for City officials; maintains records and logs of selected emergency type calls.
Maintains a complement of external and internal communication source material for reference to appropriately service in-bound and routed inquiries.
Attends training sessions as assigned to keep up-to-date on customer service skills, current communication equipment, processes and protocols.
Adheres to Customer Service Center metrics in the areas of quality (delivery of appropriate information, accuracy of information relayed), service (average speed to answer, abandonment rate) and performance (occupancy rate and average talk time).
For the Police Department Assignment - Monitors a bank of video surveillance cameras; utilizes a computer keyboard to manipulate camera angles and to retrieve information; observes activities; identifies activities that may require police action; notifies dispatchers if activities observed on camera requires police activity; describes activity and individuals observed on camera; responds to request for additional information from dispatchers and other police personnel; maintains a record of suspicious activity; prepares reports; may perform other clerical tasks when not observing surveillance cameras.
Performs related work as required.
BILINGUAL SPECIALTYPerforms duties listed above with members of the English language speaking and designated non-English language speaking populations.
Education equivalent to the completion of the twelfth school grade.
ANDTwo years of customer service experience working in a centralized call center handling in-bound call volume at least 90% of the time, giving information and eliciting information from the public by telephone or through an automated call distributor telephone system.
NOTE: Employees in the following classes with the above experience typically qualify for this title: Service Representative (if they have worked in a centralized call center environment handling in-bound calls at least 90% of the time or if they have worked in a specialized police communications assignment), and Airport Communications Center Operator.
ORAny equivalent combination of education and experience determined to be acceptable by the Personnel Department that has included the specific experience described above.
Sufficient training and/or experience to be able to converse effectively in the designated non-English language.
PHYSICAL AND MEDICAL REQUIREMENTSAbility to physically perform the duties and to work in the environmental conditions required of a position in this class.