Field Customer Service Representative

City of Lubbock; Lubbock (TX); On-site; USD 38,000 - 60,000; Full time

Benefits offered by this job

Health and welfare package

Job summary

The City of Lubbock seeks a dispatcher to answer calls, gather details, and route Field Operations Officers by priority. You will provide information, explain city policies, and maintain records using a computer system and radios. This role supports city agencies and residents with service requests.

Qualified applicants typically hold a high school diploma with clerical or customer service experience, and must be flexible for a rotating schedule in a dynamic city department.

Qualifications

• Completion of a high school diploma or equivalent with clerical or customer service experience.
• Ability to use dispatch software and radio communication systems.
• Good written and verbal communication skills.

Responsibilities

• Answer telephone calls to ascertain the nature of the citizen's request.
• Obtain information to process service requests or resolve problems.
• Dispatch Field Operations Officers by priority level using specialized software.
• Provide information to citizens and explain policies and procedures.
• Prepare and maintain records using computer equipment.
• Operate multiple communications and office devices as needed.

Skills

Customer service

Office procedures

Record keeping

Education

High school diploma

Tools

Dispatch software

Radio systems

Job description

Summary

Interacts with Field Operations Officers, Police Officers, Lubbock County Sherrif’s Office, various City Agencies and citizens by telephone to process service requests, provide information, or resolve problems.

Essential Functions

• Answers telephone calls to ascertain the nature of the citizen's request, problem, or service need;
• Obtain necessary information to process service request or resolve problem;
• Utilizes specialized software to dispatch and route Field Operations Officers by level of priority;
• Provide information to citizens; explain policies and procedures;
• Prepare and maintain records using computer or other office equipment;
• Answer multi-line telephone and route call; operates a variety of equipment including, but not limited to: two-way radios, mobile computer terminal, dual monitors to monitor Field Operations and Officer Progression;
• Promote programs LAS offers;
• Perform related duties as required.

Qualifications

Completion of a high school diploma or the equivalent with an additional one year of clerical or customer service experience; or any combination of relevant education and experience which provides the following:

Physical exam required

Work Schedule

Monday-Sunday; rotating 40-hour work week, between 8am-8pm; *Must be flexible, as we are an essential city department*

Knowledge and Abilities

• Customer service techniques, basic office procedures;
• State laws and city ordinances.

Ability to:

• Deal effectively with others in a courteous manner;
• Keep calm and professional in all situations;
• Prepare and maintain accurate records;
• Speak in a clear, concise, and professional manner;
• Interpret state and local laws; educate the public on animal related issues;
• Operate a variety of office equipment;
• Operate a personal computer;
• Learn radio-call signs for effective communication.

Physical Requirements

• Frequently stand and walk;
• Frequently flex upper trunk forward;
• Frequently lift up to 50 pounds;
• Occasionally carry up to 50 pounds;
• Frequently push and pull objects;
• Frequently flex upper trunk forward, partial flexing of knees;
• Frequently flex upper trunk forward while sitting or standing;
• Frequently reach above, at, or below shoulder height;
• Continuously talk, see, and hear.

Benefits

• The City of Lubbock provides a comprehensive, cost effective, health and welfare package.