Customer Service Agent-1

City of Galveston; United States; On-site; USD 36,000 - 48,000; Full time

Job summary

The City of Galveston is seeking a dispatcher for the Public Works Department. You will handle inbound calls, classify requests, and dispatch the appropriate division to respond to residents on a daily basis.

This role requires strong communication, data entry accuracy, and the ability to multitask in a municipal office environment. Work is performed on-site with potential for emergency operations support as needed.

Qualifications

• High School diploma or equivalent required.
• Three years of experience, including one year in dispatch operations or related field.
• Equivalent education and experience combinations may be considered.

Responsibilities

• Answer incoming calls and determine service needs.
• Dispatch appropriate division to address requests.
• Enter and maintain service request data in the system.
• Follow up with residents and maintain confidential records.

Skills

Call handling

Customer service

Data entry accuracy

Multitasking

Written and verbal communication

Education

High School diploma or equivalent

Tools

Call center software

Job description

Job Description SUMMARY:

An island community rich in history and opportunity, Galveston is the ideal place to live, work and raise a family!

Under general supervision, acts as a communication agent on an assigned shift; performs dispatch services regarding services requests for the Public Works Department.

ESSENTIAL FUNCTIONS:

Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. Factors such as regular attendance at the job are not routinely listed in job descriptions, but are an essential function. Essential duties and responsibilities may include, but are not limited to, the following:

• Answers incoming phone calls; determines the nature of the call for service; troubleshoot where applicable and enter call into work order system.
• Dispatches appropriate division to address the request.
• Follow up with resident where applicable.
• Data enters, clears and maintain records for all service requests entries.
• Supports the relationship between the City of Galveston and the general public by demonstrating courteous and cooperative behavior when interacting with citizens, visitors, and City staff; maintains confidentiality of work-related issues and City information; performs other duties as required or assigned.
• This position’s duties may expand as more computerized systems come on-line.
• Supports the relationship between the City of Galveston and the general public by demonstrating courteous and cooperative behavior when interacting with citizens, visitors, and City staff; maintains confidentiality of work-related issues and City information; performs other duties as required or assigned.
• Employees may at any time be required to work in order to provide for the safety and well-being of the general public, including the delivery and restoration of vital services, in the event of an emergency.

KNOWLEDGE AND SKILLS:

Knowledge

• City organization, operations, policies, and procedures.
• Call Center and dispatch practices and procedures.
• Principles and practices of modern office systems.
• .
• Records retention principles and practices.
• Principles and practices of customer service.
• Knowledge of City geography.
• Business and personal computers, and spreadsheet software applications.

Skill in

• Handling situations requiring diplomacy, fairness, firmness and sound judgment.
• Providing efficient customer service.
• Multi-tasking.
• Time management.
• Performing data entry with a high degree of accuracy.
• Understanding and applying City policies and procedures.
• Organizing and maintaining records.
• Establishing and maintaining cooperative working relationships with all levels within the City.
• Communicating effectively verbally and in writing.

MINIMUM QUALIFICATIONS:

High School diploma or equivalent; AND three years of experience, including one year of experience in dispatch operations; OR an equivalent combination of education and experience.

LICENSE AND CERTIFICATION:

• Possession of a valid Texas driver’s license.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT:

Work is performed in a standard office environment.

Compensation Range

The City of Galveston is an equal opportunity employer and will consider only the qualifications of the applicants.

The City does not tolerate any form of discrimination based on race, color, religion, sex, age, national origin, or physical/mental disability in employment or provision services.

Galveston Island is a coastal barrier island located along the Gulf Coast of Texas.

Galveston's convenient coastal location along with its close proximity to Houston, has contributed to the city becoming the economic engine it is today - including being the employment center of Galveston County.

The City of Galveston has a population of approximately 50,000 and is home to key industries in medicine, education and maritime.