Salary: $33,097.00 – $35,194.00 Annually
Location : Greensboro, NC
Job Type: Active Full-Time
Job Number: 03817
Department: Communications
Division: Contact Center
Opening Date: 07/17/2023
Closing Date: 7/31/2023 11:59 PM Eastern
Description
The City of Greensboro exists to partner with the community to build the desired quality of life for Greensboro. All of our actions are guided by our commitment to and measured by our success in building public trust and the future we and the community desires.
Critical to our success is maintaining a work environment which fosters employee commitment to public service and making a difference in the lives of our residents.
If this sounds like a purpose that you would like to share in, please consider the opportunity below.
Full Salary Range: $33,097 – $50,760 Annually Hiring Range: 33,097-35,194 Annually
Work Schedule:
***This is NOT a remote position*** Mon-Fri 7:30 am-5:30 pm rotating schedule 8 hrs per day.
Primary Duties / Brief Description of Work:
City Services Representative I, works in the city’s centralized contact center, which provides a single phone number for citizens to obtain basic information about City services and activities and initiate service requests. Representatives will be responsible for handling calls, e-mails, chats and walk-in traffic requesting information and/or service. We provide pro-active support to various internal and external customers concerning a broad base of city issues, projects, services, and customer concerns while exhibiting a constant and consistent devotion to outstanding customer service. The successful candidate will be strongly motivated to solve problems and facilitate the completion of work involving multiple people in multiple departments. Must be able to multi-task in a busy environment. Excellent customer service skills and attitude are required. Excellent communication skills, written, oral, and listening, are required. Will need the ability to spot trends and escalate issues effectively within the organization. Will analyze customer needs and determine service requirements and the most effective method of achieving the highest customer satisfaction. Requires great flexibility, ability to adapt easily to change, and ability to work effectively with all levels of the city’s organization and residents. Bilingual candidates (English/Spanish) are strongly encouraged to apply. Classified as “essential” city workers. Must be able to work flexible hours and rotate shifts.
The job is NON-EXEMPT under FLSA.
Qualifications
Minimum Qualifications:
- High School Diploma/GED with1-3 years of experience in Call/Contact Center
- “Or” No High School Diploma/GED with 5-7 years experience in a Call/Contact Center
- 1-3 years of experience providing phone-based (50% or more) customer service
- Data entry experience in a fast-paced work environment
- Training in communication (active listening, conflict resolution)
- Proficiency with Microsoft Outlook, Word, and Excel
- Experience using multi-line telephone, copier, fax, printer, calculator
Preferred Qualifications:
- Some college
- Bilingual English/Spanish (spoken and written at a fluent level)
- Local government experience
- Experience working in a Utility Billing Call Center environment
- EnQuesta experience
A written assessment may be given.
Requirements
01
What is your highest level of Education? Please select Not Applicable if you do not possess a high school diploma or GED.
- Not Applicable
- High School Diploma / GED
- Some College
- Associates Degree
- Bachelors Degree
- Masters Degree
02
How many years of Call/Contact center experience do you possess?Human Resources will not process incomplete answers. You must also clearly state your experience in your employment application’s Employment / Work History section.
- No experience
- Less than one year experience
- 1 or more years experience, but less than 3 years experience
- 3 years experience, but less than 5 years experience
- 5 years experience, but less than 7 years experience
- 7 years experience, but less than 10 years experience
- 10 or more years experience
03
In your own words Clearly describe your experience (company name, job duties, etc.) working in a Call/Contact Center.• If you have no experience, please type “Not Applicable” or “N/A.” • Applications with “See Resume” are considered incomplete and will be given no further consideration. Human Resources will not process incomplete answers. • You must also clearly state your experience in the Employment / Work History section of your employment application.
04
How many years experience do you possess providing phone based (50% or more) customer service?
- No experience
- Less than one year experience
- 1 or more years experience, but less than 3 years experience
- 3 years experience, but less than 5 years experience
- 5 years experience, but less than 7 years experience
- 7 years experience, but less than 10 years experience
- 10 or more years experience
05
In your own words Clearly describe your experience (company name, job duties, etc.) providing phone based (50% or more) customer service.If you selected “No experience,” please type Not Applicable or N/A.• If you have no experience, please type “Not Applicable” or “N/A.” • Applications with “See Resume” are considered incomplete and will be given no further consideration. Human Resources will not process incomplete answers. • You must also clearly state your experience in your employment application’s Employment / Work History section.
06
How many years experience do you possess working in a Utility Billing Call Center environment?
- No experience
- Less than one year experience
- 1 or more years experience, but less than 3 years experience
- 3 years experience, but less than 5 years experience
- 5 years experience, but less than 7 years experience
- 7 years experience, but less than 10 years experience
- 10 or more years experience
07
In your own words Clearly describe your experience (company name, job duties, etc.) working in a Utility Billing Call Center environment. If you selected “No experience,” please type Not Applicable or N/A.• If you have no experience, please type “Not Applicable” or “N/A.” • Applications with “See Resume” are considered incomplete and will be given no further consideration. Human Resources will not process incomplete answers. • You must also clearly state your experience in the Employment / Work History section of your employment application.
08
This position requires working with computers and Microsoft Office software. Please select all areas in which you have experience working with.
- No experience
- Internet
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
09
This position requires working with standard office equipment. Please select all office equipment you have experience working with.
- No experience
- Multi-Line Telephone
- Copier
- Fax
- Printer
- Calculator
10
Do you have data entry experience? Specificity in a fast paced work environment
- Yes
- No
11
Are you bilingual? Specifically, are you able to speak BOTH English and Spanish fluently?
- Yes
- No
12
Have you had training in communication (active listening, conflict resolution)?
- Yes
- No
13
Do you have experience working in Local Government?
- Yes
- No
14
In your own words Clearly describe your experience (company name, job duties, etc.) working in local government. If you selected “No experience,” please type Not Applicable or N/A.• If you have no experience, please type “Not Applicable” or “N/A.” • Applications with “See Resume” are considered incomplete and will be given no further consideration. Human Resources will not process incomplete answers. • You must also clearly state your experience in the Employment / Work History section of your employment application.
15
Do you have experience working with the Utility Billing Software EnQuesta?
- Yes
- No
16
In your own words Clearly describe your experience (company name, job duties, etc.) working with the Utility Billing Software EnQuesta. If you selected “No experience,” please type Not Applicable or N/A.• If you have no experience, please type “Not Applicable” or “N/A.” • Applications with “See Resume” are considered incomplete and will be given no further consideration. Human Resources will not process incomplete answers. • You must also clearly state your experience in your employment application’s Employment / Work History section.
17
I understand that all Required Competencies, Work history and Credentials and Education must appear on the application in the Education and Work Experience sections of the application form to receive consideration during the selection process. Resumes will not be accepted in lieu of completing the application, “See Attached Resume or an Embedded Text Resume” will be considered incomplete and will not be processed.
- I understand
Required Question