POSTING TYPE: Entry-Level & Promotional
Current City Employees may apply, but must have completed initial Civil Service probationary period and must have received a satisfactory performance rating on their last evaluation to receive promotional preference.
ENTRY LEVEL SALARY: $38,628
PAY GRADE RANGE: $38,628 - $61,806 (Pay grade 306)
CIVIL SERVICE EXAM: Written Exam
ESSENTIAL FUNCTIONS
Performs customer service functions by telephone, Internet, e-mail, fax, mail, or other media; answers incoming telephone calls and reviews incoming correspondence; screens call and determines nature/urgency of the issue; categorizes and codes complaints for data entry purposes and to monitor resolution.
Performs data entry functions by keying data into computer system; enters, retrieves, reviews or modifies data in computer database; verifies accuracy of entered data and makes corrections.
Provides information and assistance related to City services/activities, procedures, documentation, or other issues; responds to questions, complaints, or requests for service; analyzes data to determine proper response to inquiries.
Researches requests, problems, and complaints and initiates appropriate action; generates work orders to resolve service issues; locates and contacts appropriate personnel in other City agencies/departments for information or assistance with problem resolution; refers problems to other departments/individuals as appropriate.
Monitors status of complaints and requests to ensure proper resolution.
Prepares or completes various forms, reports, correspondence, complaint forms, work orders, or other documents.
Receives various forms, reports, correspondence, complaints, database records, policies, procedures, manuals, reference materials, or other documentation; reviews, completes, processes, forwards or retains as appropriate.
Operates a personal computer, general office equipment, telephone, or other equipment as necessary to complete essential functions, to include the use of word processing, spreadsheet, database, email, Internet, or other computer programs; performs basic maintenance of computer system and office equipment, such as backing up data or replacing paper, ink, or toner.
Communicates with supervisor, employees, other departments, City officials, customers, the public, outside agencies, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems.
Performs general/clerical tasks, which may include making copies, sending/receiving faxes, filing documentation, or processing incoming/outgoing mail.
MARGINAL FUNCTIONS
Provides assistance to other employees or departments as needed.
Performs related work as required.
KNOWLEDGE, SKILLS AND ABILITIES
Ability to calculate and/or tabulate data. Includes performing subsequent actions in relation to these computational operations.
Ability to provide guidance, assistance, and/or interpretation to others regarding the application of procedures and standards to specific situations.
Ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions.
Ability to utilize a wide variety of reference, descriptive, and/or advisory data and information including the ability to locate items and/or locations on a map and operate Geo spatial software.
Ability to perform addition, subtraction, multiplication, and division; the ability to calculate decimals and percentages; the ability to utilize principles of fractions; and the ability to interpret graphs.
Ability to apply principles of rational systems; to interpret instructions furnished in written, oral, diagrammatic, or schedule form; and to exercise independent judgment to adopt or modify methods and standards to meet variations in assigned objectives.
Ability to exercise judgment, decisiveness and creativity in situations involving evaluation of information against measurable or verifiable criteria.
Ability to communicate verbally in a manner conducive to a high degree of customer satisfaction.
Ability to type 35 wpm.
PHYSICAL REQUIREMENTS
This position consists of primarily sedentary work, requiring the incumbent to exert up to 10 pounds of force occasionally, or a lower amount of force frequently, in order to lift/carry, push/pull or otherwise move objects. A description of the specific physical requirements associated with this position is maintained on file in the Human Resources office for review upon request.
MENTAL REQUIREMENTS
This position uses relevant principles and procedures to solve practical problems and to deal with a variety of concrete variables in situation where only limited standardization exists. A description of the specific mental requirements associated with this position is maintained on file in the Human Resources office for review upon request.
MINIMUM REQUIREMENTS
Graduation from a high school or equivalent; supplemented by one (1) year of experience in customer service work.
Must have word processing experience.
Must be able to type 35 wpm.
PREFERRED QUALIFICATIONS
Customer service and/or Call Center experience preferred.
HYBRID WORK ELIGIBILITY
This position is ineligible for hybrid work.
Note: Background checks will be conducted.
Drug testing may be required.
Knoxville, located on the Tennessee River in East Tennessee, is the county seat of Knox County and home to the University of Tennessee. Founded in the late 18th century and once the state's capital, the city grew as a major trade hub. Today, it features a lively downtown, historic landmarks like the Sunsphere, and easy access to the Great Smoky Mountains. Knoxville blends Appalachian culture, outdoor adventure, and a welcoming community spirit.