Citizen Contact Agent I UC1

Position Summary

Answer incoming non-emergency call center requests using a multi-line phone system; operate a computer terminal to provide detailed, accurate and verified information to citizens, businesses and City of Albuquerque employees concerning a variety of City services; receive, evaluate, prioritize and relay non-emergency and in some instances emergency calls to appropriate service personnel; forward specific calls to appropriate agencies for further assistance; gather, receive, record and disseminate a variety of incoming information; perform various data entry duties pertaining to calls received; and perform a variety of duties relative to the assigned area of responsibility.

This is an unclassified at-will position.

Job descriptions are intended to present a general list of tasks/duties performed by employees within this job classification. Job Descriptions are not intended to reflect all duties performed within the job.

Minimum Education, Experience And Additional Requirements

Education directly related to the minimum requirements below may be substituted for experience on a year for year basis.

High school diploma or GED; and

Three (3) years of experience in a high volume customer service area; and

To include two (2) years of experience using network computer systems, word processing, data entry or responding to inbound and outbound calls.

Inbound call handling experience in a high volume, fast paced environment preferred.

ADDITIONAL REQUIREMENTS:

Must be able to work holidays, weekends, irregular hours and shift work may be required with possible extension of shift hours, at times with short notice.

Preferred Knowledge

• Call center best practices for providing various inbound and outbound services
• Basic interview techniques
• Computers, internet browsers, search engines, email, and instant messaging
• Correct usage of spelling and correct grammar
• Principles and practices of record keeping
• Pertinent Federal, State and local laws, codes and regulations

Preferred Skills & Abilities

• Provide a wide variety of assistance and information to citizens
• Research, evaluate and determine best City service for customer requests
• Prepare and maintain accurate and complete records
• Operate a computer efficiently using internet browser applications, searching, email and instant messaging
• Communicate clearly and concisely
• Excellent verbal and written communication skills
• Establish and maintain cooperative working relationship with those contacted in the course of work
• Perform the essential functions of the job with or without reasonable accommodation