311 Customer Service Specialist Print (https://www.governmentjobs.com/careers/rochester/jobs/newprint/4540552) Apply 311 Customer Service Specialist Salary$28.27 - $35.51 HourlyLocation Rochester MN 55904, MNJob TypeRegular FTJob Number20240098DepartmentAdministrationOpening Date06/11/2024Closing Date6/20/2024 11:59 PM Central
Description
Benefits
Questions
POSITION DESCRIPTIONThe City of Rochester invites applications for the position of: 311 Customer Service Specialist The City of Rochester is committed to a community where all members feel a sense of belonging. We commit to recognizing the diversity of our community members, listening to ALL voices and providing equitable services to create an inclusive place to live, play and work.We believe EQUITY should be at the center of all our work. We strive to represent our community in our teammates, as we know that diverse and inclusive teams are more innovative, and have an empowering impact on the work, progress and culture of our community.It takes us all working together. Nature of WorkThe 311 Customer Service Specialist provides comprehensive customer service by responding to citizen/customer requests. Under the general supervision of the 311 Customer Service Supervisor, this position applies customer service and public relations skills; provides direct service to 311 callers and online/digital inquiries by connecting them to City services, products, functions, and general information; serves and assists customers and others who interact with the City of Rochester.2024 Starting Rate of Pay$28.27 per hour with advancement to $35.51 per hour.Work scheduleThe regular work schedule is Monday through Friday from 8:00 am to 5:00 pm. This position will be in-person 100% of the time as the 311 system is set up, and may be evaluated for remote work at a later date. Applications will be accepted until June 20, 2024 at 11:59 PM.DUTIES AND RESPONSIBILITIESProvides customer service to community members and others who interact with the City of Rochester
Provides customer service assistance to community members, customers, and others who contact and/or visit City facilities.
Receives and evaluates internal/external customer calls requesting information or services for all City Departments.
Monitors and responds to 311 incoming email and online inquiries.
Identifies the type of service being requested by listening, asking questions, evaluating information, consulting available resources and standard operating procedures. Provides solution-oriented service accordingly and/or connects to the proper City department via an attended transfer.
Serves as an informational resource to community members and customers while sharing knowledge about City services, products, functions, and general information.
Assists community members and customers by problem solving to meet the customer’s needs.
Logs every interaction in the Customer Relations Management (CRM) tool using the provided guidelines for the required demographic and situational details.
Coordinates with and provides support for City departments.
Provide City departments with education and information to assist with 311-related problem solving and issue resolution.
Follows department-specific procedures to create tickets/service requests in the CRM tool.
Provides clerical support for the City and assists with special projects as assigned.
Prepares periodic reports.
Perform other duties as assigned or necessary
MINIMUM QUALIFICATIONSEducation and ExperienceHigh school diploma or equivalent GED,ANDTwo (2) years' experience providing customer service.If this work interests you but you are unsure if you meet all the job requirements listed above, please apply anyway! Your experience is likely more applicable to the role than you think, and the City is interested in candidates who can bring not only technical expertise but a variety of lived experience to the team. Desirable qualificationsExperience working with diverse populations.Ability to speak a second language.ADDITIONAL INFORMATIONPHYSICAL AND ENVIRONMENTAL CRITERIAIn compliance with the Americans with Disabilities Act, the following represents the physical and environmental demands for this position. The employee must be able to perform the essential functions with or without accommodation.In consideration of the overall amount of physical effort required to perform this position, the work is best described as Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.Physical demands that may be required continuously (2/3 or more of the time), frequently (1/3 to 2/3 of the time), and occasionally (up to 1/3 of the time) are noted below:Continuous demands: sitting, fine dexterityFrequent demands: standing, walking, reachingOccasional demands: stooping, kneeling, crouching, bending Sensory requirements necessary in the performance of the essential functions of this position include: sight, hearing, touch. Environmental conditions that may exist in the performance of the essential functions of this job include: NONEEMPLOYEE BENEFIT AND RETIREMENT SUMMARY (https://www.rochestermn.gov/home/showdocument?id=36357&t=638457704249492057) 01 The following supplemental information may be used as a scored evaluation of your knowledge, skills and experience. Be certain that the choices you make correspond to the information you have provided in your application and resume. By completing this supplemental questionnaire you are attesting that the information you have provided is true and accurate. Any information provided may be reviewed by the hiring manager. Any misstatements or falsification of information will eliminate you from consideration or may result in dismissal. Do you understand and agree with this statement?
Yes
No
02
What is your preferred name?
03
Which of the following best describes your highest level of education completed?
High school diploma or equivalent G.E.D.
Some post-secondary education
Associate degree or completed two-year post-secondary education
Bachelor degree or completed four-year post-secondary education
Master degree or above
None of the above
04
How many years of experience do you have providing customer service?
No experience
Less than 2 years
More than 2 years but less than 5 years
More than 5 years but less than 10 years
More than 10 years
05
Tell us how your professional, educational and lived experiences would help you be successful in this role.
06
Please select all of the types of customer service work you have experience with.
Customer service in person
Customer service over the phone
Customer service using online chat or email
Explaining processes and procedures of an organization
Connecting customers with the correct individuals
None of the above
07
Have you worked for the City of Rochester or another government agency?
Yes, I have worked for the City of Rochester
Yes, an organization that is not the City of Rochester
No
08
How many languages are you able to understand and speak other than English? Note: Generally, this does not include taking a language course(s) in a school setting. Answering "yes" indicates that you can fluently communicate in a language other than English.
None
One
Two
Three or more
09
Which of the following software programs are you at proficient in using (select all that apply):
Microsoft Office Word
Microsoft Office Excel
Microsoft Office Outlook
Microsoft Office SharePoint
Customer Relations Management Software (CRM)
Waypoint
On-Line Exchange
Telephone ACD (automatic call distribution) systems
N/A - none of the above
10
CONDITIONS OF EMPLOYMENT: If selected as a finalist, are you willing to undergo a background investigation which may include, but not limited to: verification of employment and educational records, identification verification, driver's license record and a criminal history?
Yes
No
Required Question
AgencyCity of RochesterAddress201 4th Street SE Rochester, Minnesota, 55904 Phone(507) 328-2555 Websitehttps://www.rochestermn.gov/employment Apply Please verify your email address Verify Email