311 Customer Service Representative (Weekend Dispatch)

Essential Job Functions:  The 311 Customer Service Representatives performs general customer service/call center work that requires knowledge of the City of Beaumont workflow processes and 311 Call Center service level requirements. The representative will serve as a City of Beaumont ambassador serving the citizens, City agencies and City employees. Performs standard 311 Call Center functions such as providing customer service, answering telephone calls, responding to emails, responding to mobile app requests, entering data into standardized formats, and assigning issues to the appropriate agency contact for resolution; provides specialized and general information; identifies problems within a defined scope, and has the authority to resolve discrepancies and follow up on requests or complaints; prepares and processes forms in accordance with precedent or other required procedures; approves and rejects information and determines appropriate services within a defined scope; utilizes a computer to input information/data and to create, edit, compile, manipulate and retrieve information; interprets and explains regulations, policies, standards, and/or procedures to internal/external customers based on knowledge of an area within a defined scope; acquires and evaluates information received from external sources and performs appropriate follow up tasks to fulfill agency specific requirements and ensure customer satisfaction; implements newly acquired training information to provide additional levels of quality/service; actively works to gain an in-depth knowledge of how the City of Beaumont operates and the services it provides.
 
Other Job Functions:   Performs other duties as required.  Job description statements are intended to describe the general nature and level of work being performed by employees assigned to this job title.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.

THIS POSITION WILL WORK: FRIDAY - MONDAY, 7AM - 6 PM
Works indoors in a highly stressful environment; verbal abuse and often hostile public; is exposed to dust and cold due to air conditioning; must be available to work on any day, including holidays; shift assignment may be changed as necessary; may be required to work overtime when needed; if required must be available to work in the event of a mandatory evacuation or emergency; must be dependable and prompt in getting to work.

Knowledge:  Specialized/technical knowledge acquired through formal education or extensive on-the-job experience; knowledge of standard customer service delivery practices and procedures sufficient to be able to process various types of phone/email contacts associated with customer service duties; some knowledge of city geography; knowledge of proper telephone communication techniques.
 
Skills/Abilities:   Ability to work and communicate with customers to exceed their expectation with commitment to providing quality service; ability to perform duties with high standards of ethical conduct and with an understanding of the impact violating these standards has on an organization, self and others; ability to choose an ethical course of action and be trustworthy; ability to perform work with a high level of effort and commitment, and demonstrate responsible behavior; ability to interact with others with understanding, friendliness, courtesy, tact, empathy, cooperation, concern and politeness, and to relate well to different people from varied backgrounds and different situations; Capable of receiving, attending to, interpreting and responding to verbal messages in ways that are appropriate to the caller; ability to use correct English to organize and communicate ideas in words that are appropriate to listeners and situations; ability to use appropriate tone and pitch to communicate positive attitude and service availability; ability to learn from written material by determining the main idea or essential message; recognition of correct English grammar, punctuation and spelling; ability to use correct English grammar, punctuation and spelling to communicate thoughts, ideas, information and messages in writing; ability to perform computations such as addition, subtraction, multiplication and division correctly; ability to adapt quickly to change; ability to recall information that has been presented previously; ability to specify goals and obstacles to achieving those goals, generating alternatives, considering risks, and evaluating and choosing the best alternative in order to make a determination, draw conclusions, or solve a problem; ability to set well-defined and realistic personal goals and monitor progress with motivation to achieve; ability to manages own time and deal with stress effectively; ability to identify or select rules, principals, or relationships between facts and other information; skill in utilizing computer software to accomplish a variety of tasks.
 
Physical Requirements:  Constantly see and hears; frequently climbs, drives, twists body, reads, squats, crouches, crawls, writes by hand, speaks, stands, walks, sits, stoops, uses physical dexterity, bends, lifts, carries objects weighing up to 25 lbs., pushes objects weighing up to 70 lbs. and moves objects weighing up to 55 lbs.; specific vision abilities required by this job include close vision, distance vision and color vision; must be able to differentiate colors and see small objects at close range.
 
Education/Experience:  Must possess a high school diploma or high school equivalency; two (2) years' experience in customer service or a call center preferred; experience providing the necessary knowledge, skills and abilities to perform the job; experience with telephone communications equipment; experience handling multiple tasks, including receiving and referring a high volume of telephone communications in a busy and/or hectic work environment; multi-lingual applicants preferred.

Applicants must take a typing test and must type a minimum of 30 wpm; spelling tests will also be administered. Applicant selected for hire will be subject to a background investigation and drug/alcohol screen test.
 
The City of Beaumont provides equal employment opportunities (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.  In addition, The City of Beaumont will provide reasonable accommodations for qualified individuals with disabilities.  To request a reasonable accommodation or other assistance contact a Human Resources representative at (409) 880-3777 or through RELAY Texas at 1-800-735-2989 or mail your request to P.O. Box 3827, Beaumont, Texas  77704.

Salary : $18