Citizen Services Specialist - 311 & Email Support

City of Buffalo; New York (NY); On-site; USD 40,000 - 60,000; Full time

Job summary

City of Buffalo seeks an incumbent for a fast-paced 311 operator role, handling numerous calls and emails with courtesy and professional service. You will operate a centralized computer-based referral system for citizen complaints and service requests under supervision.

Responsibilities include inputting requests, verifying information, responding to emails, generating reports, maintaining records, assisting walk-in customers, and coordinating with other departments when needed.

Qualifications

• Working knowledge of agency procedures governing telephone callers.
• Working knowledge of spelling and the English language.
• Ability to speak and enunciate clearly.
• Ability to act calmly and decisively in accordance with established policies and procedures.
• Ability to understand and follow oral and written directions.
• Ability to multi-task while presenting information accurately and in an organized manner to customer.
• Skill in the use of a computer work station keyboard.
• Tact; courtesy; good hearing; professional conduct; exhibits team effort.
• Physical condition commensurate with the duties of the position.

Responsibilities

• Answers telephone calls from citizens on complaints and requests for city service.
• Inputs, on a computer keyboard, complaint/service requests and E-mails to appropriate city department/district.
• Verifies required information such as caller's name, address, telephone number and nature of complaint/request.
• Responds to e-mail communications and analyzes and determines proper course of action.
• Creates new case file and responds to sender as required.
• Generates reports that verify all calls were properly input and makes corrections as required.
• Maintains customer records by updating caller information database and account information.
• Assists walk-in customers as required.

Skills

Customer service

Communication skills

Multi-tasking

Computer keyboarding

Education

High school diploma or GED

Job description

City of Buffalo seeks an incumbent for a fast-paced 311 operator role, handling numerous calls and emails with courtesy and professional service. You will operate a centralized computer-based referral system for citizen complaints and service requests under supervision.

Responsibilities include inputting requests, verifying information, responding to emails, generating reports, maintaining records, assisting walk-in customers, and coordinating with other departments when needed.