About the position
The Customer Service Representative I position is a vital role within the City of Laredo, primarily responsible for direct customer service activities that involve the intake and handling of multi-department service requests and complaints regarding City and County services. This role requires a proactive approach to customer service, ensuring that customers receive as much information and direct service as possible without the need for call transfers. The representative will handle incoming non-emergency public safety 311 calls, providing essential support to the community by addressing their concerns and inquiries effectively. In this position, the representative serves as the initial point of contact for customers, addressing their concerns, questions, or complaints. Responsibilities include answering calls, responding to emails, and communicating in person with customers and guests. The representative will provide general information or forward inquiries to the appropriate employee or department as necessary. Additionally, the role involves creating, entering, and maintaining records of customer interactions in a database for call-tracking and resolution reporting. The representative will also process payments and maintain inventory control, ensuring that all transactions are handled accurately and efficiently. The representative will be tasked with providing direct service to 311 non-emergency public safety calls, which may involve government services such as Code Compliance, Animal Control, Solid Waste, and Street Maintenance. It is essential for the representative to maintain familiarity with changes in department programs and information to provide accurate and timely assistance to customers. The role may also require driving a City vehicle for business purposes, emphasizing the need for a valid Texas Driver License and a good driving record. Overall, this position is crucial for maintaining effective communication between the City and its residents, ensuring that all inquiries and complaints are addressed promptly and professionally.
Responsibilities
- Serve as the initial point of contact to receive and address customer concerns, questions, or complaints.
- Answer calls, respond to emails, and communicate in person with customers and guests; provide general information or forward inquiries to the proper employee or department as appropriate.
- Create, enter, and maintain records and customer call information in a database for call-tracking and resolution reporting.
- Process payments and maintain inventory control.
- Provide direct service to 311 non-emergency public safety calls regarding City and County services and functions.
- Provide direct intake for government services such as Code Compliance, Animal Control, Solid Waste, and Street Maintenance.
- Provide information regarding activities conducted at City and County facilities.
- Follow up on previous calls and maintain familiarity with changes in department programs and information.
- Maintain efficiency in call-taker duties as assigned.
- Drive a City vehicle for City business use as required.
Requirements
- 1 year of customer service experience.
- Proficiency in English and Spanish, both orally and in writing.
- Basic math skills and knowledge of English grammar, spelling, and punctuation.
- Familiarity with Microsoft Office and AS400 software.
- Strong organizational skills and time management abilities.
- Ability to maintain composure and respond effectively under pressure.
- Ability to problem solve and demonstrate sound judgment.
- Ability to establish and maintain effective working relationships.
Nice-to-haves
- Experience in a government or public service environment.
- Knowledge of City ordinances, protocols, and policies.
