Position Title:Customer Service Representative II
Department: City Manager
Division:CUSTOMER SERVICE
FLSA Status:Non-Exempt
Union Code/Affiliation:Unrepresented
Starting Salary:$18.23/hour
Job Code:01213
Application Deadline:04/30/2024
Number of Positions Available:1
Hours:Monday-Friday, 7:30-5:00; 8 hour shift within office hours
Special Instructions to Applicants:
Job Description(This job description/posting in no way states or implies that these are the only duties to be performed by the employee occupying this position.)
The purpose of this job is to serve as the primary contact representative for citizens seeking City services and information.
Essential Functions:
- Assists citizens with requests for services and information in a call center setting
- Responds to phone and web-based citizens inquiries, questions, requests, and complaints.
- Uses Customer Relation Management (CRM) system to document, track, and follow up on customer interactions, transactions, and resolution.
- Maintains accurate records.
- Assists in the development of scripts and protocols for responding to citizens requests for services.
- Regular attendance is a necessary and essential function.
- Performs other duties as assigned.
Education and Experience(An equivalent combination of education, training & experience will be considered):
Education and Experience
- High School diploma or equivalent.
- 3 to 5 years experience in customer service, cashiering, or administrative support.
Licenses or Certifications
Knowledge, Skills & Abilities:
Knowledge of:
- City ordinances and policies.
- General office practices and administrative procedures, records management, and administration techniques and procedures.
- Common business software applications such as Microsoft Office and Google Docs.
Skill in:
- Applying active listening and asking questions for understanding.
- Communicating verbally and in writing to meet the needs of the audience.
- Utilizing relevant software to research and access information.
- Typing and/or data entry with minimal errors.
- Maintaining detailed and accurate records.
Ability to:
- Provide high levels of effective customer service.
- Handle difficult and stressful situations with professional composure and maintain effective interpersonal relationships.
- Recognize, analyze, and solve a variety of problems.
- Regularly use a computer, software, phone, and related office equipment.
Supervision Exercised:
- No supervisory authority. Work may require providing guidance and training to others.
Individuals needing accommodation to apply may call 573.874.CITY (2489)
TTY: 711 (MO RELAY)
THE CITY OF COLUMBIA IS A MERIT, AFFIRMATIVE ACTION, EQUAL OPPORTUNITY EMPLOYER: MALE / FEMALE
THE CITY OF COLUMBIA REQUIRES PRE-EMPLOYMENT DRUG TESTING
The City of Columbia participates in the federalE-Verify work authorization program
