Sobre este puesto de Customer Contact Center Ambassador en City of Georgetown
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Under general supervision, the Customer Contact Center askGTX Ambassador handles customer service activities related to multi-department inquiries, requests, and complaints regarding City services. This role involves receiving incoming non-emergency calls related to City services and functions. The position does not include supervisory responsibilities
Applicants are encouraged to submit a resume.
ESSENTIAL FUNCTIONS: Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following:
- Responds to non-emergency calls and service requests related to city services and functions.
- Provides general information about all City departments.
- Supplies information regarding activities at City facilities.
- Records customer call information in databases for tracking and resolution reporting.
- Provides accurate information and explains planned actions resulting from customer calls.
- Follows up on previous customer interactions.
- Maintains awareness of changes in department programs and information.
- Ensures efficiency in call-taking duties as assigned.
- Delivers timely and precise information to departments as needed.
- Performs related duties and fulfills additional responsibilities as required.
MINIMUM QUALIFICATIONS:
Education, training, and Experience Guidelines
High School Graduate or Equivalent and Two (2) years of experience handling public inquiries and servicing customer/client requests.
Municipal experience is preferred.
Bi-lingual Spanish speaking is preferred.
Knowledge, Skills, and Abilities:
- Knowledge of basic telephone techniques and principles of public relations.
- Familiarity with customer service principles.
- Skill in using personal computers and associated software programs.
- Ability to learn City departments, services, policies, and procedures.
- Efficiently manage call or interaction time while ensuring customer needs are met.
- Ability to assist irate citizens with tact.
- Strong communication skills, both verbally and in writing.
- Ability to respond effectively to inquiries, complaints, and requests.
- Capability to establish and maintain effective working relationships with City staff and the general public.
Key competencies
- Effective Communicator
- Team Builder
- Strategic Thinker
- Results Oriented
- Problem Solver
- Planner and Organizer
- Technically Knowledgeable
LICENSES AND CERTIFICATION REQUIREMENTS
Valid Class "C" Texas driving license.
PHYSICAL DEMANDS AND WORKING ENVIRONMENT
Sufficient physical ability to work in an office setting; sit, stand, walk, reach, twist, turn, kneel, bend, squat, and/or stoop for prolonged periods of time; perform duties requiring grasping, repetitive hand movement, and fine coordination; and operate office equipment.
Hiring Range: $20.24 - $25.36, hourly.
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