Citizen Contact Agent II UC2

Citizen Contact Agent II UC2

Salary

$53,227.20 Annually

Location

Albuquerque, NM

Job Type

Full Time

Job Number

2700142

Department

Technology and Innovation

Division

TI-311 Citizen Svcs Call Cntr

Opening Date

08/04/2026

Closing Date

8/18/2026 11:59 PM Mountain

Bargaining Unit

NU

• Description
• Benefits
• Questions

Position Summary

Answer and respond to non-emergency call center requests using a multi-line phone systems; receive and respond to escalated calls; use effective problem-solving techniques to evaluate and resolve complex customer requests; operate a computer terminal to provide detailed, accurate and verified information to citizens, businesses and City of Albuquerque employees concerning a variety of City services; receive, evaluate, prioritize and relay non-emergency and in some instances emergency calls to appropriate service personnel; forward specific calls to appropriate agencies for further assistance; gather, receive, record and disseminate a variety of incoming information; and provide supervisory leadership in the absence of the shift leader.

This is an unclassified at-will position.

Job descriptions are intended to present a general list of tasks/duties performed by employees within this job classification. Job Descriptions are not intended to reflect all duties performed within the job.

Essential and Supplemental Functions

ESSENTIAL FUNCTIONS: Essential functions may include but are not limited to the functions listed below. Must be able to perform the essential functions of the job with or without a reasonable accommodation.

• Answer and respond to non-emergency call center requests using a multi-line phone system; extract information, evaluate, document and prioritize customer needs; determine appropriate assistance; if needed, refer call to appropriate contact, department or agency.
• Receive and respond to escalated calls from Contact Agent Is; evaluate and determine service needed by applying knowledge of available services or resources to assist callers; redirect callers as appropriate.
• Provide training to Contact Agent 1s related to receiving, documenting and providing accurate information to customers.
• Create service tickets for building maintenance request.
• Provide citizens, businesses and City of Albuquerque employees with accurate and verified information concerning a variety of City services.
• Input, request, transmit and query information.
• Maintain current and accurate records; access information databases in relation to City services.
• Maintain awareness of other activities in the contact center (critical incidents, etc) in order to connect related information and provide additional support to Contact Agent Is.

SUPPLEMENTAL FUNCTIONS:

• Provide supervisory duties in the absence of the shift supervisor.
• Perform related duties and responsibilities as required.

Minimum Education, Experience And Additional Requirements

Education and experience directly related to the minimum requirements below may be interchangeable on a year for year basis.

High school diploma or GED supplemented by thirty (30) credit hours college level course work in general studies; and

Three (3) years of computer operations, word processing or data entry; and

To include two (2) years of experience in telecommunication in a high volume telephone call area or at an equivalent level in a high volume customer service area.

ADDITIONAL REQUIREMENTS:

Must be able to work holidays, weekends, irregular hours and shift work may be required with possible extension of shift hours, at times with short notice.

Working Conditions

Environmental:

Office environment; exposure to computer screens.

Physical:

Essential and supplemental functions may require sitting or standing for prolonged periods of time.

Total Rewards. Total You.

The City of Albuquerque takes pride in offering our employees one of the most attractive Total Rewards packages in New Mexico. In addition to competitive salaries, the City provides benefit options for health, pharmacy, dental, vision, life, disability, and much more. The City also has pre-tax savings plans for healthcare, childcare, and parking. Employees participate in the state's public retirement system (PERA), with the City paying up to 75 percent of the employee's contribution. That's higher than any other contribution rate in the state of New Mexico!

Paid holidays? Check

Paid parental leave? Check

Paid birthdays off? Check

Vacation and sick leave starting Day 1? Check and check

Our people matter and we prioritize physical, mental, and financial wellbeing. With resources such as onsite and mobile medical clinics, an employee assistance program that encourages work-life balance, and tuition assistance and professional development pathways, the City is committed to equipping our employees with tools to better their lives and grow their careers while serving their community.

Total Rewards - City of Albuquerque

Fire Department

Albuquerque Police Department

01

Do you possess at least two (2) years of experience in telecommunication in a high volume telephone call area or at an equivalent level in a high volume customer service area?

• Yes
• No

02

Are you able to work holidays, weekends, irregular hours and shift work that may be required with possible extension of shift hours, at times with short notice?

• Yes
• No

03

I acknowledge that I am applying for an unclassified at-will position. Interviews may or may not be conducted as unclassified positions can be appointed.

• Yes
• No

04

Select the highest level of successfully completed related education as identified by the minimum requirements (if applicable, attach supporting degree or transcripts).

• No High School Diploma
• High School Diploma or GED
• Non/degree accredited- Some College
• Associates
• Bachelors
• Masters
• Juris Doctorate
• Doctorate

05

Select the number of years of work experience you possess which relates to the minimum requirements, if applicable, add verifiable time in a temporary upgrade status and/or volunteer experience when selecting number of years.

• No experience
• 1 to less than 6 months
• 6 to less than 12 months
• 1 year to less than 2 years
• 2 years to less than 3 years
• 3 years to less than 4 years
• 4 years to less than 5 years
• 5 years to less than 6 years
• 6 years to less than 7 years
• 7 years to less than 8 years
• 8 years to less than 9 years
• 9 years to less than 10 years
• 10 years to less than 11 years
• 11 years to less than 12 years
• 12 years to less than 13 years
• 13 or more years

Required Question

Employer City of Albuquerque

Address 400 Marquette N.W.

Albuquerque, New Mexico, 87103

Phone 505 768-3700

Website http://CABQ.GOV