Customer Experience Specialist - Office of 311

Job Description

Salary Range: $21.54 - $28.03 Hourly

Anticipated Hiring Range: $21.54 - $24.81 Hourly

• This position is a full-time, term-limited position funded for 2 years from the date of hire, with the possibility of becoming permanent if additional funding is approved at a later date.
  
  

Why do I see two salary ranges?

The City of Greeley in compliance with Colorado state law, includes a salary range for all positions posted. This law is intended to improve wage transparency. The City of Greeley, in support of wage transparency, posts both the full salary range for each position (what you might anticipate your earnings could be if you work for the City of Greeley for some time), as well as the anticipated hiring range (the range within which the City anticipates making an offer). The actual offer extended will be based on your years of relevant experience, education, certifications and potentially other factors.

City of Greeley's Total Rewards

The City of Greeley is proud to offer a robust benefits package in addition to your wages. This package includes health and wellness, retirement savings, discounted access to Greeley facilities and more.

Benefits: This position is benefits eligible. Please view our benefits guide here .

Job Summary

The Customer Experience Specialist provides community members with a single point of contact for non-emergency service requests and assists with utility-based service calls that can be reported in person, electronically, or by any other means of communication. The Customer Experience Specialist will be responsible for resolving customer interactions in a timely manner while providing high quality service utilizing the city’s 311 platform for non-emergency service requests.

Experience, Knowledge, Skills

• High School diploma or equivalent
• One (1) year of experience in a high-volume customer service environment
• One (1) year of experience using 10-key calculations by touch
• One (1) year of experience entering data using a keyboard and/or automated accounting system.
• Two to five (2-5) years of relevant experience
  
  

OR

• Any combination of related education, experience, certifications, and licenses that will result in a candidate successfully performing the essential functions of the job
  
  

AND

• Possession of a valid driver’s license
  
  

Preferred

• Coursework in bookkeeping and related accounting practices.
• One (1) year of experience handling cash and reconciling cash and check receipts.
• Bilingual in English and Spanish
  
  

Knowledge, Skills, And Abilities

• Ability to handle and maintain sensitive and confidential material
• Ability to maintain accurate and detailed records and record keeping systems
• Knowledge of customer service principles and best practices, including customer needs assessments, meeting quality service standards, and evaluating customer satisfaction
• Customer service skills, including the ability to actively listen, address customer needs, defuse tense situations, and maintain an open, flexible, and friendly demeanor
• Ability to deliver a high level of commitment to customer service
• Ability to respond to requests in a timely manner
• Ability to present oneself professional in appearance, demeanor, and effort
• Ability to effectively collaborate with team members in-person and remotely
• Ability to prepare reports, briefings, and presentations in a variety of formats (e.g. verbal, written, visual, etc.)
• Proofreading, grammar, punctuation, and formatting skills, including the ability to maintain consistency and be cognizant of and address details
• Knowledge of the business and organizational structure of Colorado municipalities
• Collaboration skills, including the ability to work with others from different areas and backgrounds to reach a common goal
• Computer skills, including the ability to utilize Microsoft Office programs (i.e. Word, Excel, PowerPoint, Outlook, etc.) Adobe, Utility Billing software, and learn and experiment with new software and systems
• Interpersonal skills, including the ability to facilitate interaction, communication, and teamwork between others
• Oral, written, and listening communication skills, including the ability to accurately interpret what others are saying and convey messages, information, concepts, and details accurately and clearly
• Organizational skills, including the ability to set and meet goals and deadlines, manage appointments, create schedules, coordinate and facilitate meetings, and make decisions
• Ability to work under pressure, manage multiple concurrent and competing tasks and responsibilities, and adapt to changing priorities while maintaining personal effectiveness
• Ability to prioritize work, meet deadlines, and stay on task when completing special projects and daily assignments
• Ability to work independently with minimal supervision and reliable professional judgment, as well as collaboratively with a team to achieve desired results
• Ability to maintain a strong work ethic, positive problem-solving attitude, and enthusiasm for the work performed
• Ability to self-start and take initiative in completing daily tasks and special projects
• Ability to focus on activities that have the greatest impact on meeting work commitments
• Ability to establish and maintain partnerships with a variety of internal and external constituencies
• Ability to communicate and work effectively with individuals from diverse backgrounds, cultures, and ages
• Ability to navigate a complex political environment
  
  

Essential Functions

• Receive, respond to and manage incoming telephone calls, e-mails, and chats in a professional, time-sensitive and friendly manner. Welcome and provide information to walk-in customers, visitors and contractors at the reception desk in City Hall on a rotating basis.
• Provide support to a variety of internal and external customers concerning a broad base of City issues, projects, services, and customer concerns; maintains current knowledge of the city’s website and the functions of city departments.
• Create service requests and respond to status update requests on open service requests.
• Make decisions regarding customer requests on an individual basis with some guidelines.
• Probe constituents to fully understand the issue and direct the call or service request to the correct department.
• Follow communication “scripts” when handling different topics.
• Identify and escalate priority issues to the appropriate department.
• Document all call information accurately and according to standard operating procedures.
• Manage and troubleshoot complex customer service issues involving cross functional partners while using advanced technical skills.
• Demonstrates expert-level skill in handling calls, chat, and e-mail.
• Assists with other utility billing duties, such as special projects, training responsibilities or other similar tasks as assigned.
• Recommends and supports the City’s policies and procedures.
• Enter a variety of information into applicable database and systems in a timely manner. Research new questions and issues that come up and document response in order to add to and assist with maintaining contact center knowledge base. Attend training as needed.
• Learn and use a variety of software management tools.
• Perform general customer service support and accounting duties in support of utility billing functions including but not limited to: requests for services, handle customer complaints, provide information, maintain related financial records, collect payments, process and post payments and billing, prepare and post payments. Work is performed under the general supervision of the Utility Billing Manager
• Manages customer accounts, billing, payments, and financial transactions, ensuring accuracy, resolving issues, and processing refunds.
• Provides customer service, handles inquiries, processes work orders, and manages utility collections, shut-offs, and account updates
  
  

Supervisory Responsibilities: None.

Travel: A minimum of 10% local travel between City facilities or deliveries.

Work Environment And Physical Requirements

• Light to moderate physical effort that includes frequent standing or walking or maintaining arms and hands in the same position for repetitive tasks. Frequently works with light objects and light hand tools.
• Example(s): Can be asked to pick up bills from another department, the box of bills may weigh up to 15lbs. Once a year all files are taken to the storage area and are filed accordingly, boxes may weigh about 50 lbs.
• Safe to minimal hazards that are typically found in general office environment where there is rarely little or no exposure to injury or accident.
• Example(s): There are no significant hazards associated with this position.
  

EOE Statement: The City of Greeley provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

ADA Statement: We are committed to an inclusive and barrier-free search process. We provide accommodations for applicants requesting accommodation through the search process such as alternative formats of this posting. Individuals with disabilities in need of accommodations throughout the search process should contact the ADA Coordinator at: [email protected] .

Conditions of Employment: Candidates must successfully complete all pre-employment screenings and employment eligibility verification. Pre-employment screenings include a drug test, a background and national sex offender search, a motor vehicle record search, and for some positions, a physical demands evaluation. For more information about City policies and practices during the recruitment process, including but not limited to EOE, Reasonable Accommodation, and pre-employment screenings, please visit our career page HERE.