Hotline Assistant

City of Omaha; Omaha (NE); On-site; USD 25,000 - 28,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Pension plan

Job summary

City of Omaha is seeking a customer service representative to handle a high volume of public inquiries and support residents via OmahaHotline.com and phone calls. The role emphasizes accurate information delivery and collaboration with multiple city departments.

The position requires a high school diploma or GED and at least one year of customer service experience, with bilingual preferred. It is a full-time, on-site role with health insurance and pension benefits.

Qualifications

• Knowledge of computers and standard software applications used for assigned tasks.
• Understanding of municipal government and functions of City departments.
• Ability to handle customer complaints with tact and patience.
• Ability to respond to inquiries verbally or in writing.
• Ability to identify citizen needs and direct requests to appropriate resources.

Responsibilities

• Responds to a high volume of inbound calls and inquiries from the public.
• Communicates with callers professionally, including frustrated citizens.
• Identifies citizen needs, clarifies information, and conducts research to provide accurate information.
• Collaborates with City departments to provide resources and information to citizens.
• Enters accurate details in software systems to document calls and actions.

Skills

Customer service

Verbal communication

Written communication

Problem solving

Research

Education

High School Diploma or GED

1 year customer service experience

Tools

Work order software

Job description

Posting Type

Appointed

Work Type

Full-Time

Education and Experience

The knowledge, skills, and abilities may be acquired through, but are not limited to, the following combination of education and/or experience.

High School Diploma or Graduate Equivalent Degree (GED) AND One (1) year of customer service experience.

Special Qualifications

Bilingual preferred

Pay Range

$18.00 to $20.00 Hourly

Benefits

Forty-hour work week. Paid leave per year: twelve days vacation; eighteen days sick; and fourteen holidays. Employee's group health insurance, including major medical, vision, and dental, for individual or family. Defined benefit pension plan, plus Social Security, and more. See hr.cityofomaha.org for detailed information.

Who Can Apply

Any person who meets the qualifications and other requirements described in this posting.

Required Knowledge, Skills, and Abilities

• Knowledge of, and ability to operate, computers and other technology using standard or customized computer or systems software applications appropriate to the assigned tasks.
• Knowledge of municipal government and the general functions of City departments.
• Skill in handling customer complaints with tact and patience.
• Ability to respond to customer complaints and requests for information verbally or in written forms.
• Ability to assist others by identifying customer needs, responding to requests by referencing appropriate resources, and/or directing requests to the appropriate individual
• Ability to establish and maintain effective working relationships and work collaboratively with those contacted in the course of work.
• Ability to learn and adapt to advances in computer and electronics device technology and software.
• Ability to establish and maintain effective working relationships with fellow employees, and with members of the general public.
• Ability to communicate effectively, orally and in writing.
• Ability to adhere to safety policies, procedures and guidelines.
• Ability to sit continuously, to stand and walk frequently, and reach, bend, stoop, push and pull occasionally.
• Ability to use up to 25 pounds of force occasionally to move objects.

Essential Functions

• Responds to a high volume of inbound calls and inquiries from the public. Responds to submissions to OmahaHotline.com from Omaha and area residents.
• Communicate with all callers, including contentious and frustrated citizens in a professional manner.
• Identifies citizen needs, clarifies information requested, and conducts research as needed to provide accurate information.
• Works with other City department staff to learn specific department/division information to identify resources and provide information for citizens.
• Submits service requests to the appropriate City department and division staff.
• Enters accurate details in various software systems to document calls and actions taken.
• Utilizes various computer software platforms, including work order software, to document information to resolve citizen complaints.
• Maintains regular job attendance in accordance with a schedule established for the position by the supervisor.
• Performs other related duties as assigned or as the situation dictates within the scope of this position.

Conditions of Employment

Candidates must provide proof of U.S. citizenship, permanent residence, or authorization to work without sponsorship. The City of Omaha reserves the right to conduct pre-employment inquiries or evaluations of candidates for employment as it deems appropriate for the particular position. Pre-employment inquiries may include, without limitation: verification of employment history and educational attainment; review of driving, credit, and criminal convictions; hearing, drug, functional capacity, psychological, vision, and medical tests; and/or any other relevant background information deemed appropriate to determine the suitability of the applicant for the position. Failure to provide the information requested in the application and hiring process in a truthful, timely, accurate, and complete manner may result in disqualification, revocation of a conditional offer of employment, or termination.

Reasonable Accommodation

The City of Omaha does not discriminate on the basis of disability. If you need a disability-related accommodation during the job application or selection process, advise the Human Resources Department at least 48 hours prior to the need by emailing [e-mail].

Contact Points

City of Omaha Human Resources Department
1819 Farnam St, Suite 506
Omaha, NE 68183

Phone: [phone]
Fax: [phone]

Website: hr.cityofomaha.org
Email: [e-mail]