What are the responsibilities and job description for the Call center customer position at City of McAllen?
Job Description
Under immediate supervision and procedural control of the McAllen 311 Dept. Supervisor, the 311 Customer Service Specialist (CSS) greets callers on the phone in a friendly and cheerful manner with the intent of solving the caller's concern.
The position requires that the CSS work with diverse populations by using tact, courtesy and independent thinking. The employee assists with emergency management functions of the City as directed.
Job Responsibilities
1. Answers multiple phone system within 3 rings in a friendly helpful manner and assists callers with service inquiries by providing accurate information and / or routing them to the appropriate person or department.
2. Provides direct and thorough directions when needed.
3. Assists customers with specific needs.
4. Provides information requiring knowledge about City services and department functions.
5. Requests assistance from Customer Service Supervisor as needed.
6. Assists in integrating the 311 call center with the EOC in times of emergency.
7. Maintains STEAR registry in compliance with local and state standards.
8. Distributes Emergency Preparedness and / or Disaster Recovery information to business and residents through
telephone calls, email and / or internet.
9. Reports major activities to Customer Service Coordinator.
10. Assists at the Emergency Operations Center during emergency activation and assists with Emergency
Management projects.
11. Supports Emergency Management and information technology in preparing for the Code Red and Web EoC system as needed.
Knowledge, Skills and Abilities
Minimum Requirements - 1. Job requires an accredited high school diploma or GED equivalent.
2. Job requires at least one (1) year of related work experience in customer relations.
3. Job requires to effectively communicate in both English and Spanish.
4. Completion of FEMA IS-700, IS-800, ICS-100, ICS-200 courses and FEMA professional development series preferred.
5. Job requires a current, valid Texas Class C driver's license.
6. Job requires sensitivity to needs and feelings of diverse customer population.
7. Must demonstrate effective speaking and interaction skills.
8. Must be able to greet the public over the phone in a courteous and respectful manner.
9. Must demonstrate good listening skills.
10. Must demonstrate customer service skills at all times while working with the public.
Physical Requirements
1. Job generally requires little or no physical effort. Movement will be minimal. Lifting of items weighing 5 to 15 pounds would occur on rare occasions.
2. Job does require long periods of sitting.
Additional Information
1. This is a safety sensitive position subject to random drug and alcohol testing.
2. This position does not have supervisory responsibilities.
4. Must be able to work evenings, weekends, holidays, and during hurricane or other emergencies.
Last updated : 2024-08-01
Salary : $15
