p>Handles citizen inquiries, researches and resolves citizen complaints and questions through multiple communication channels; Provides information to citizens and departments via phone, email, other electronic communication, and in-person using the primary system of record and other tools;
Explains policies and procedures to citizens pertaining to Cary services;
Educates citizens about Cary resources;
Accurately logs transactions and updates citizens records with the most recent information;
Accurately processes payments for Cary services using a variety of systems;
Provides after-hours and emergency coverage when needed;
Dispatches field work through the primary system and ensures work is completed;
Performs citizen satisfaction feedback calls to ensure service excellence was received;
Performs other job-related tasks as required. ability to understand and carry out oral and written instructions; ability to communicate effectively with the public; ability to work under pressure in a busy environment; ability to deal with the public in tactful manner; ability to show empathy towards others and converse in a reassuring, kind and well-spoken manner; able to work effectively in a highly collaborative team setting; proven ability to make timely, informed decisions; knowledge of and ability to learn various technology applications; successful Citizen Advocates are expected to be expert users of the Customer Relationship Management system (Salesforce, Salesforce Chatter) and related tools, including the Internet and mobile technology.