What are the responsibilities and job description for the Call Center Information Specialist 1 position at City of Wichita?
The Call Center Specialist for Public Works & Utilities plays a vital role in delivering exceptional customer service and accurate information to citizens regarding the Water Utility and other City departments. Reporting directly to the Call Center Supervisor, this position is responsible for delivering excellent Customer Service to the Citizenry and providing accurate information regarding the Water Utility and other Departments of the City by using appropriate, resources, institutional knowledge and directed training. The Specialist ensures efficient handling of inquiries, complaints, and service requests. This role requires a proactive approach to customer service, ensuring that citizens receive timely, clear, and accurate information. The Specialist’s performance is closely monitored against set goals and is evaluated on a daily, weekly, monthly, and annual basis. This position represents the front line of communication between the City and its residents, requiring a high level of professionalism, empathy, and problem-solving abilities.
Workdays and Hours - Monday - Friday - 8:00am - 5:00pm
Bargaining Unit: Service Employee's International (SEIU)
**Employees within the department or division shall be given first consideration
**Posting may close at any time**
- Answer calls and respond to emails
- Handle customer inquiries both telephonically and by email
- Research required information using available resources
- Manage and resolve customer complaints
- Provide customers with product and service information
- Enter new customer information into system
- Update existing customer information
- Process orders, forms and applications
- Identify and escalate priority issues
- Route calls to appropriate resource
- Follow up customer calls where necessary
- Document all call information according to standard operating procedures
- Complete call logs
- These examples are not intended to be all-inclusive.
- Other related duties may be assigned as needed.
- Knowledge of customer service principles and practices.
- Knowledge of call center telephony and technology.
- Knowledge of administration and clerical processes.
- Excellent use of active listening, problem solving and analysis skills
- Ability to use a computer to access, interpret, and record information.
- Ability to accept and respond to a steady volume of requests for information and/or service, both in person and over the phone.
- Ability to develop and maintain effective working relationships with associates, employees of other departments, representatives of outside agencies, and the public.
- Ability to communicate clearly and effectively, both orally and in writing.
- Ability to provide excellent customer service.
- An employee shall not pose a direct threat to the health or safety of other individuals in the workplace.
Required Experience and Training
- High school Diploma
- One (1) year of experience in a call center providing customer service.
- One (1) year of experience managing and responding to a large volume of customer calls daily.
- Must be legally authorized to work in the United States without the need of a sponsorship.
- Attainment of passing scores on pre-employment tests:
- Call Center Customer Service Survey
- Call Center Customer Service Scenarios
- Call Center Math
Preferred Experience and Training
- Six (6) months of experience in a public utility or government-related call center.
- Familiarity with municipal water systems, utilities management, or city services.
- Proficiency with CRM (Customer Relationship Management) software and other call center technologies.
- Bilingual in Spanish.
Offers of employment are contingent upon passing a pre-employment physical, which includes drug screening, and upon satisfactory evaluation of the results of a criminal record check.