Summary
Performs a wide variety of basic customer services and clerical tasks in support of assigned department. Responsible for answering incoming phone calls via ACD (automatic call distribution) and providing exceptional customer service in a professional, fast-paced call center environment. Responds to customer complaints and inquiries. Evaluate and research requests, inquiries and problems presented for resolution and/or referral.
Essential Duties and Responsibilities
1. Performs a variety of basic clerical functions. Makes electronic annotations in Customer Relationship Management (CRM) system to note record of phone call received. Prepares general correspondence and performs calculations and monetary transactions. Researches files and records.
2. Receives, researches and resolves various issues/problems based on customer inquiries about general information, policies and procedures.
3. Prepares effective correspondence for problem resolution. Receives and verifies client information.
4. Provides the public with accurate information regarding applicable policies and procedures related to the water billing process in Fort Worth. Refers to appropriate staff based on office policy.
5. Identifies various account problems/errors, including missing payments, pay plans and unidentified payments based on phone inquiries. Resolves or refers issues as appropriate.
6. Serves as back up for other staff as necessary.
7. Performs other related duties as assigned.
Knowledge, Skills, & Abilities
• Knowledge of:
o Basic services and activities of a customer service program within the area of assignment.
o Effective methods and techniques of customer service.
o Techniques of reading and interpreting City maps and boundaries.
o Various equipment and tools related to assigned responsibilities.
o Basic principles and procedures of record keeping.
o Principles and practices of data entry and filing.
o Modern office procedures, methods and equipment including computers.
o Pertinent Federal, State and local codes, laws and regulations.
• Skill in:
o Making observations.
o Operating assigned equipment.
o Prioritizing activities.
o Time Management.
o Attention to detail.
o Computer programs and related software.
o Critical thinking.
o Customer relations.
o Basic math
• Ability to:
o Respond to requests and inquiries from the general public.
o Operate and use modern office equipment.
o Understand and follow oral and written instructions.
o Communicate clearly and concisely, both orally and in writing.
o Establish and maintain effective working relationships with those contacted in
the course of work.
o Talk and type simultaneously
Minimum Requirements
High school diploma or equivalent and no previous experience required.
Physical Demands and Work Environment
While performing the duties of this position, the incumbent is regularly required to sit, walk, stoop, lift, push and pull.
Other Requirements
Regular attendance is essential. Incumbent must arrive at work on time, prepared to perform assigned duties and work assigned schedule. Incumbent must have the ability to work well with others. Incumbent must be able to perform the essential functions of the position without posing a direct threat to the health and safety of themselves and others. Requested accommodations to work hours and schedules are considered on an individual basis.
Decision Making
This position resolves routine questions and problems and refers the more complex
issues to the Supervisor or designee. Duties and tasks are varied and complex, but standardized in process and procedures
Pay will increase to $15.75 upon hire at the end of the internship