301 - Customer Service Specialist

Brownsville; Brownsville (TX); On-site; USD 19,000 - 22,000; Full time

Benefits offered by this job

Retirement plan

Health insurance

Dental insurance

Vision insurance

Life insurance

Paid holidays

Job summary

City of Brownsville seeks a Customer Service Specialist to handle direct customer service activities, including intake of non-emergency requests and complaints about City services. You will provide information across City departments and document calls for tracking and resolution.

Reports to the Customer Service Supervisor and works in the Call Center. Responsibilities include handling bilingual inquiries (English/Spanish), maintaining up-to-date knowledge of programs, and following up on prior

Qualifications

• High school graduation or GED plus two years of experience.
• Valid Texas Driver’s License.

Responsibilities

• Handle direct customer service activities involving intake of non-emergency requests and/or complaints regarding City services.
• Enter customer's call information into database for call-tracking and resolution reporting.
• Provide information regarding City departments and activities.
• Follow-up on previous calls and maintain familiarity with changes in department programs.

Skills

Bilingual (English/Spanish)

Customer Service

Communications Management

Public Relations

Brand Management

Change Management

Professionalism

Critical Thinking

Education

High school diploma or GED

Job description

Title

301 - Customer Service Specialist

Organization

Internal Services

Department

Internal Services - Call Center

Location

Internal Services

Rate of Pay

$14.98

Job Summary

The Customer Services Specialist is responsible for direct customer service activities involving the handling and intake of multi-department non-emergency requests and/or complaints regarding City services. Provides customers with as much information and direct service as possible without transferring the call to another person or department. This position reports to the Customer Service Supervisor.

Competencies

• Communications Management
• Public Relations
• Brand Management
• Change Management
• Customer Service
• Professionalism
• Critical Thinking

Key Functions/Knowledge/Skills

• Average skills; knowledge of commonly used work routines, rules, procedures, or operations;
• Provides direct service to non-emergency public safety calls regarding City services, functions, etc.
• Provides direct intake for internal and external departments.
• Provides information regarding all City departments.
• Provides information regarding activities conducted at City facilities.
• Enters customer's call information into database for call-tracking and resolution reporting.
• Provides customers with accurate information and explanation on planned courses of action as a result of their call.
• Follows-up on previous calls.
• Maintains familiarity with changes in department programs and information.
• Maintains efficiency in call-taker duties as assigned.
• Provides timely and accurate information to departments as may be required.
• Bilingual in English and Spanish.
• Performs related duties and fulfills responsibilities as required.

Minimum Education & Experience

High school graduation or GED plus two years of experience.

Special Certifications & Licenses

Valid Texas Driver’s License.

Independence & Judgement

Average judgment; must recognize and resolve problems such as bad grammar, type of procedure to apply, where to refer call or correspondence without specified destination, whether there is a problem/malfunction with a piece of equipment that needs attention, etc.; may involve freedom in selection of work methods among approved routines, setting of priorities, or sequencing of tasks within established schedules.

Initiative & Ingenuity

General guidelines: occasionally requires interpretation of available options to apply to non-standard situations; day-to-day work drives priorities.

Supervisory & Responsibility

Does not supervise.

Financial Responsibility

Does not deal with money.

Level & Frequency of Outside Contact

Frequent contact with the public or other organizations; interactions may require obtaining cooperation of people; courtesy and tact are required when dealing with moderately difficult or sensitive issues.

Physical Demands

Office job with little or occasional light physical effort; may require brief periods of heavy muscular exertion, such as standing, lifting, moving, pulling, pushing, etc. Ability to exert up to 25 lbs. of force occasionally to move objects.

Responsibility for Equipment & Property

Not responsible for any equipment or property.

Working Conditions

Office job, no adverse conditions.

Other Requirements

The City of Brownsville requires all employees to successfully pass a Drug & Alcohol and a physical examination and a Background Check.

ADA Requirements

The City of Brownsville is an Equal Opportunity Employer. ADA requires the City to provide reasonable accommodations to qualified individuals with disabilities. Prospective and current employees are invited to discuss accommodations.

Benefits

The City of Brownsville participates in a generous retirement plan with retirement opportunities available at 5 years of service at age 60 or 20 years of service at any age. The City has an exceptional employee and family medical, dental, life insurance plan and vision plan for employee only with MetLife for those enrolled with health insurance. The City has partnered with Frontier Clinic at zero cost to employee and dependents under the health insurance. Pet supplemental insurance is offered as an employee contribution only. Employees may also contribute to deferred compensation plans from Equitable and supplemental insurance plans from AFLAC and Colonial Life. Full time employees have the opportunity to accumulate 10 sick days and 15 annual days per year. City of Brownsville offers Parental Leave concurrent with FMLA for qualifying employees. The City offers longevity pay and 100% Tuition Assistance capped at $5,000 yearly. Additionally, the City of Brownsville observes 14 holidays annually and two (2) floating holidays.

EEOC Statements

The City of Brownsville does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.