This is specialized customer service work which is responsible for receiving, screening, and responding to customer service needs as part of the 311 Customer Service Center. Work requires the appropriate handling of non-emergency, technical communications and administrative services related to the operations of the 311 Customer Service Center and working with citizens/customers in-person for receiving payments and information dissemination. Employees serving in this position are responsible for accurate and effective evaluation and response to a variety of citizen service needs and requests for municipal services. Work is performed in accordance with prescribed procedures and departmental regulations; however, independent judgment is exercised in determining and assessing the needs and assistance appropriate to address citizen needs. The work is performed under a lead worker and general supervision through observation for quality, consistency, and conformity with established procedures. Supervisory staff is available to confer with employees on unusual or difficult cases.
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Minimum Training and Experience:
Graduation from high school supplemented by additional course work in business administration and training courses in customer relations and three (3) years of related progressive work experience of which two (2) years of experience in call center or dispatch operations is preferred; or any equivalent combination of training and experience.
Other Necessary Requirements:
Bilingual at a conversational level is preferred.
Formal training in Customer Service along with work experience in the field.
A minimum of 3 years of professional experience in business, administering technical business processes and procedures.
THIS POSITION IS OPEN TO THE GENERAL PUBLIC
Salary Range: 13A
Examination Parts & Weights:
Written Exam - 40%
Performance Assessment - 20%
Call Center Assessment Performance - 20%
Oral Board Assessment - 20%
PERMANENT CITY EMPLOYEES WILL HAVE PREFERENCE IN THE HIRING PROCESS
PLEASE NOTE: All communication regarding this position will be done via email. It is your responsibility to ensure that your email address is up-to-date on your account profile.
If you are submitting an application that was used for job openings in the past, please make sure your information is current before submitting for this or other opportunities.
**SHOULD AN APPLICANT NEED ANY DISABILITY RELATED ACCOMMODATION OR OTHER CONSIDERATION IN THE APPLICATION OR SELECTION PROCESS, PLEASE CONTACT THE HUMAN RESOURCES DEPARTMENT PRIOR TO THE WRITTEN EXAM.**
City of Grand Rapids, MI - 19 months ago