Customer Service Center Spec

Metro311 has been Louisville Metro’s Customer Service Center since 1989.  Citizens can contact Metro311 through phone, social media, or email.  Once a concern is reported, for example, a pothole, a traffic light out, missed garbage, or graffiti, Metro311 routes the concern utilizing a program which forwards to the appropriate Louisville Metro agency.  Not only does Metro311 report concerns within Louisville Metro, but compliments, questions, or ideas are also handled.  In 2022 the Metro311 team handled on average 11,000 calls per month and had 185,000 interactions with citizens for the year.   Metro311 connects citizens with their Metro Government.

Essential Functions:

Provides customer service, identifies customers’ needs, clarifies information, researches issues and provides solutions and/or alternatives
Receives, submits and routes service requests to appropriate agencies
Manages inbound calls and contacts in a timely mannerExamples of Work:

UNDER GENERAL SUPERVISION
Receives, resolves and/or forwards calls utilizing a contact center system
Identifies the citizen’s inquiry, gathers and provides information through a specialized knowledge base/mapping system and website
Uses multiple computer systems and phones to handle inquiries, research answers, enter requests for service, comments, or complaints
Monitors and responds to social media through Twitter, Facebook, and online chats
Builds sustainable relationships and engages customers
Conducts customer surveys for feedback and records this information into a database
Provides training and guidance for new employees on operating procedures related to providing information to the caller and operating computers to process requests, as needed
Performs related workHigh school diploma or the equivalent

WORK EXPERIENCE
Two years of clerical, customer service, receptionist or computer data entry experience

EQUIVALENCY
An equivalent combination of education and experience may be substituted

OTHER MINIMUM REQUIREMENTS
Must type accurately at 40 wpm
Must not have been convicted of a felony
Must submit to a pre-employment drug screening
Must work a varied schedule

SPECIAL REQUIREMENTS
Must be certified in basic CPR from an American Heart Healthcare CPR or obtain within six months of employment
Must be certified in National Incident Management System: IS100, IS200, IS700, IS701.a, IS702.a, IS703.a, and IS706 or obtain within six months of employment

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS
Meets regular and punctual attendance standards and any special needs of the position as determined by management, including mandatory overtime and performing related work
Communicates with individuals in person and utilizes all types of communication media
Operates office and computer equipmentSalary Grade: NU/07

Test Weights
Pass/Fail - 40 WPM Typing
50% - Computerized Clerical Testing
50% - Training & Experience

Equal Opportunity Employer

Please note that Training & Experience will likely be used to partially determine ranking. Training & Experience scores are based on the relevant (as determined by the hiring agency and Civil Service) training and experience from the last 10 years, as listed on your application and resumé, as submitted. Any information that is unclear or that is not listed on your application and/or resume will not be considered in the calculation of the Training & Experience score. This also means that you should list your employment dates, including the month and year (i.e. 02/2007 to 08/2010) of employment, and the number of hours worked per week.