Customer Service Agent (PT)

City of Galveston; United States; On-site; USD 38,000 - 46,000; Full time

Job summary

City of Galveston is seeking a dispatcher for Public Works to act as a communication agent on assigned shifts, handling service requests and dispatching the correct division. The role involves data entry, record-keeping, and ensuring courteous interaction with residents and staff.

Requirements include a high school diploma and at least three years of experience, with one year in dispatch. A Texas driver’s license is preferred and confidentiality is essential.

Qualifications

• High School diploma or equivalent is required.
• Three years of experience with at least one year in dispatch operations.
• Ability to learn city-specific software and processes.

Responsibilities

• Answer incoming calls, assess service requests, and enter into the work order system.
• Dispatch appropriate division to address requests and follow up with residents as needed.
• Maintain accurate data entries and records for all service requests.

Skills

Customer service

Data entry

Time management

Multitasking

Communication skills

Records maintenance

Diplomacy

Education

High School diploma or equivalent

Tools

Call center software

Job description

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

Job Description SUMMARY:

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:

• 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:

• 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.