Action Center Agent

SALARY

$20.46 - $25.57

JOB SUMMARY

Serves as customer service advocate and answers questions, inquiries and provides information to the public regarding all City department functions.

ESSENTIAL JOB FUNCTIONS:

1. Provide customer service functions via multiple points of contact (multi-line ACD phone, email, web, and in person); provides assistance to the public regarding a broad range of information relating to organizational efforts, resolution times regarding concerns, news items, City department functions and services in a timely and courteous manner.

2. Use independent judgment and interview techniques to analyze, assess and route citizen inquiries, complaints and request for service from phone, fax, email and web to the appropriate work order management software, or department application; monitor status of complaints and requests to ensure proper resolution; ability to respond to voice mail callers, enter data, and generate inspection reports from information received.

3. Research simple and complex requests, issues, or complaints and initiates appropriate action; locate and contact appropriate personnel in other City departments for information or assistance with resolution.

4. Enter data into various work order management systems to facilitate correct routing, response and resolution as they relate to customer inquiries or complaints; communicate with all levels of departments to coordinate and facilitate information exchange and problem resolution.

5. Provide administrative support and assistance in responding to department informational inquiries and updating informational databases.

OTHER JOB FUNCTIONS:

6. Proactively research information and perform general administrative tasks such as copying, faxing, filing and mail processing.

7. Read and interpret general correspondence, City codes, ordinances, reports, budgets, minutes, policies and manuals.

MINIMUM QUALIFICATIONS:

Knowledge, Skills and Abilities Required:

• Knowledge of multi-line telephones. Knowledge of email systems.
• Knowledge of proper telephone etiquette.
• Knowledge of proper English, spelling, and punctuation.
• Skill in quality customer service, especially managing irate customers.
• Skill in accurately entering data into various work order management systems.
• Skill in processing multiple requests expeditiously.
• Skill in the investigation and determination of facts.
• Ability to learn the City's official web site.
• Ability to learn City services, departments, officials and government structure.
• Ability to learn City of Arlington attractions and events.
• Ability to learn and retain knowledge of City codes and health ordinances including a working knowledge of other departments within the City and various agencies outside the City.
• Ability to listen and ascertain customer needs, understand and comprehend oral and written instructions.
• Ability to determine solutions to or determine who customer inquiries or complaints should be routed for resolution.
• Ability to operate a variety of office equipment including but not limited to PC, telephone, calculator and facsimile.
• Ability to organize and relay detailed information.
• Ability to appropriately handle stressful situations in a fast-paced environment.
• Ability to read a map and give accurate directions.
• Ability to manage and complete multiple tasks in an expeditious and effective manner.

Qualifying Education and Experience:

• A high school diploma or GED equivalent plus two years experience in customer service, general office or similar environment.

Preferred Education and Experience:

• Call center and heavy phone experience strongly preferred.
• Bi-lingual (Spanish) strongly preferred.

Employment Screenings Required:

• Criminal background check

City of Arlington is an Equal Opportunity Employer.