Job Details

Seeking an experienced customer service advocate to serve as a member of the Customer Call Center Team. This position primarily supports call center operations, by responding to a variety of customer service requests by phone, email, and system generated requests, dispatches and processes through to completion, various internal and external requests for city facility maintenance and repairs. Serves as a point of contact for inquiries regarding maintenance throughout the City of Chesapeake, as well as other customer service opportunities. Tasks include but are not limited to:

• Provides excellent internal and external customer service that meets the expectations of the City's Customer Service Initiative, while following set standards for providing customer service for the customer call center. Answers multi-line communication system, using specialized computer software and phone system, directs caller to appropriate personnel, department or informational system, records and relays various messages.
• Communicates with internal and external customers in person, by phone and email to exchange information and provide logistics for a variety of customer service and work order requests regarding the maintenance and repairs of grounds and facilities located throughout the city.
• Performs data entry, entering, updating and editing data into a computer system using specialized software.
• Obtains detailed customer information to maintain accuracy in processing work orders and dispatching work to appropriate personnel. Works closely with City employees from various departments and other outside agencies daily. Receives, relays and or resolves citizen concerns.
• Dispatches work orders and related logistics to field personnel by phone or email.
• Compiles information from various sources. Assists with year-end reporting requirements. Maintains customer service databases and generates reports.
• Performs other routine office tasks, such as typing, filing, scanning, copying, and computer use. Operates various types of office equipment.
• Reviews reports, records, forms and other data for accuracy and completeness. Maintains forms, work orders, and communications.
• Provides clerical support and assists with special projects for other areas of the department as needed.

Required Qualifications
Vocational/Educational Requirement: Requires high school diploma or GED / HSE .

Experience: In addition to satisfying the vocational/education standards, this class requires a minimum of six months of full-time equivalent experience in administrative support.

Special Certifications and Licenses: Requires a valid driver's license in compliance with City driving standards .

Special Requirement(s): Employees may be expected to work hours in excess of their normally scheduled hours in response to short-term department needs and/or City-wide emergencies. Emergency operations support work and work locations may be outside of normal job duties.

Preferred Qualifications
1 year of Full Time equivalent experience