Field Customer Service Representative

City-of-Lubbock,-T; Lubbock (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

City of Lubbock seeks a responsive dispatcher to intake citizen requests and coordinate Field Operations Officers. You will use specialized software to route by priority, maintain records, and explain policies to the public.

Requirements include a high school diploma or equivalent with clerical or customer service experience, ability to lift up to 50 pounds, and willingness to work a rotating 40-hour schedule 8am-8pm. Physical exam required.

Qualifications

• Requires high school diploma or equivalent with clerical or customer service experience.
• Physical exam required.
• Ability to learn and follow policies and procedures.

Responsibilities

• 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.
• Dispatches and routes Field Operations Officers by priority using specialized software.
• Provide information to citizens and explain policies and procedures.
• Prepare and maintain records using computer or other office equipment.
• Operate equipment including radios, computers, and monitors to monitor officer progression.
• Promote city programs and services.
• Perform related duties as required.

Skills

Customer service

Multitasking

Communication

Calm under pressure

Education

High school diploma or equivalent

Tools

Specialized dispatch software

Two-way radios

Mobile computer terminal

Dual monitors

Job description

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.

• 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.

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 of

• 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.