Call Center Representative

Overview

The Customer Call Center Representatives receive a high volume of inbound calls through an automated call distribution system.

Provides assistance to City customers and resolves customer inquiries by issuing work orders into 6 work order management systems.

Performs extensive research of work orders and the City's billing system; analyses and responds to service requests for various City departments and provides information to all City services.

Responsibilities

• Provides assistance to City customers. If caller is needing to speak to other City departments that are not handled within the call center, the Call Center Representative will transfer the caller to the appropriate City department or Government / Local agency.
• Creates the appropriate work orders that is received by phone, online, or mobile app.
• Utilizes Microsoft Outlook to receive emails that include useful information that is used to assist citizens' concerns / complaints.
• Sends out emails to leadership regarding the citizens' issues.
• Notifies the Water, Wastewater, Gas dispatchers, Traffic Engineering on-call technician, Signs & Marketing technician, Utility Field Services Dispatcher, Solid Waste, Storm Water, and / or Parks and Recreation Department of high priority work orders and calls immediately after the work order is submitted.
• Utilizes SalesForce to assist with concerns or complaints using the Live Agent Chat service and create the appropriate work orders when needed.
• Relays any information the citizen requires regarding city events or services offered.
• May be asked to perform other duties as assigned

Qualifications

• Requires High School diploma / GED
• Minimum of six (6) months to one (1) year of experience
• A valid driver's license is required; successful out-of-state candidates must be able to obtain a valid Texas driver's license within 90 days of hire

Other Information : Benefits

Benefits

The City offers an excellent benefit package that includes :

Texas Municipal Retirement System TMRS is a required retirement plan for all full-time employees. Each employee automatically contributes 7% of their total compensation.

The City will match employee contributions 2 to 1 during retirement.

• Medical / dental / vision / life coverage for employees and their eligible dependents.
• Vacation 88+ hours per year
• Personal leave 40 hours per year
• Sick leave 96 hours per year
• Voluntary 457b deferred compensation plan
• Ten (10) Holidays
• Flexible Spending Account
• City Employee Health & Wellness Clinic & City Employee Fitness Center
• Learning & Development Academy
• Tuition Reimbursement Programs
• Employee Recognition Programs

Basis of Rating

Application review and the City may also conduct additional skill assessment tests, in addition to the panel interview.

Closing Statement

• Selected applicants must be able to pass a background investigation and a pre-employment drug test.
• Any position that lists a minimum qualification for education level and / or license / certification will require the applicant to provide proof of documentation if selected for hire into the position with the City of Corpus Christi.
• In the event of an emergency, employees are required to work to provide for the safety and well-being of the public, including the delivery and restoration of vital services.
8 days ago