Shire Veteran Jobs

City of Fort Wayne

Customer Support Representative

Job Code:

2024167

Posted On:

Monday, 13th May 2024

Category:

Regular Full Time

Department:

Customer Relations

Shift:

7:30 am - 5:30 pm, eight (8) hour shifts, may vary

Location:

Fort Wayne, IN 200 E. Berry Street

Pay Rate:

$22.50 per hour

Job Description:

SUMMARY

Working under the direction of the Customer Support and Billing Manager, incumbent acts as the liaison for the customer and City Utilities. Incumbent should be able to effectively handle customer issues, complaints and inquiries while keeping customer satisfaction at the core of every decision and behavior. The incumbent is expected to exercise good judgment, independence, initiative, and professional expertise in conducting day-to-day operations. All work duties and activities must be performed in accordance with the City and Utility's safety rules and operating regulations, policies and procedures as well as federal, state, and local regulations.

ESSENTIAL DUTIES AND RESPONSIBILITIESinclude the ability to interact with the public, City incumbents, and outside agencies with patience, tact, respect, and professionalism and the following. Other duties may be assigned.

Customer Support

• Assists customers with account inquiries, both in person and over the telephone, email, chat, and logs all customer contacts in CIS;
• Identify customers needs, clarifies information, researches every issue and provides solutions and/or alternatives;
• Manage large amounts of inbound and outbound calls in a timely manner;
• Greets and directs walk-in customers;
• Assists with customer questions as necessary.

Document/Data Processing

• Performs on-line data entry pertaining to customer accounts;
• Initiates and terminates services;
• Performs daily filing involving computer generated reports;
• Sets up payments, extensions, and agreements as necessary;
• Takes action regarding incoming mail and outgoing mail;
• Arranges for special reads, meter changes, and field investigations;
• Keep records of all conversations in our call center database in a comprehensible way;
• Prepares reports of all calls and walk-ins;
• Assists in scanning of paperwork as necessary;

DISTINGUISHING FACTORS OF CUSTOMER SUPPORT REPRESENTATIVE

Customer Support Representative I (CSR 1) -Possesses a strong operational knowledge of Customer Support department operations, proficiency in 1-2 divisions, and is proficient in answering incoming telephone calls and reviewing incoming correspondence concerning City Utility services and information. Possesses the technical skills needed to use all department technology in the performance of essential duties and responsibilities.

Customer Support Representative II (CSR II) -Possesses all of the qualifications of the CSR I position, and advanced knowledge of Customer Support department operations as gained through experience in Customer Support. Possesses proficiency in 3 - 4 divisions of Customer Support.

Customer Support Representative III (CSR III) -Possesses all the qualifications of the CSR II position. Possesses proficiency in 3 - 4 divisions of Customer Support. Oversees training for Customer Support staff on new and revised operating procedures and the development of training manuals and related materials. Maintains individual and department training records and updates training materials, manuals and procedures. Serves as a team lead for the department. Fills in when the Customer Support Supervisor is unavailable.

MARGINAL FUNCTIONS

• Performs other duties as required.

PERFORMANCE EXPECTATIONS

The incumbent is responsible to manage their performance in accordance with this job description and the performance expectations provided to them by management. If at any time the incumbent is unsure of their role or specific responsibilities, it is he incumbents responsibility to refer to their job description and ask for clarification from their supervisor. Management will work with the incumbent, as needed, to ensure performance expectations are clearly communicated and performance goals are achieved.

SUPERVISORY RESPONSIBILITIES

Incumbent does not supervise any staff.

QUALIFICATIONS

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE

Associates Degree (AA) or equivalent from a college, technical/trade school and six months to one year experience in a call center; or equivalent combination of education and/or experience in a call center.

OTHER KNOWLEDGE, SKILLS and/or ABILITES

• Experience with billing software preferred;
• Ability to meet and deal with internal and external customers with patience, courtesy, and tact in person and over the telephone;
• Ability to answer routine customer questions;
• Ability to keyboard and perform data entry accurately, a keyboarding test will be administered;
• Ability to resolve conflict, troubleshoot, and problem solve;
• Ability to be organized, work effectively with a team, and be self-motivated;
• Ability to compare names and numbers, and make arithmetical calculations;
• Ability to communicate orally and in writing;
• Ability to listen to customers; Clarifies and rephrases what customer has said;
• Ability to stay focused and positive;
• Ability to remain professional and always show respect for others;
• Ability to operate standard office machines, scanner, do light typing, and data entry;
• Ability to do routine clerical work consistently and accurately;
• Ability to apply departmental rules and regulations relevant to the assigned tasks;
• Ability to multi-task, set priorities, and manage time effectively, achieve goals and follow policies set by management;
• Must always maintain professional appearance;
• Maintain an average of 40 calls per day; this will be tracked on a monthly basis.

LANGUAGE SKILLS

Incumbent is responsible for accurately communicating routine information and aiding other staff when necessary. Incumbent has constant daily contact with persons internally and externally for the purpose of giving and receiving information. As the first contact point with the department incumbent must always demonstrate empathy, patience and consistency when dealing with the public. You will be expected to communicate clearly and precisely. The ability to speak multiple languages is considered an asset.

MATHEMATICAL SKILLS

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentages.

REASONING ABILITY

Ability to appl