Call Center Representative I

About the Department

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 desire.
Critical to our success is maintaining a work environment that 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.

Compensation and Benefits:

 

The Full Salary Range for this position is $42,233. - $59,734  Annually. The Hiring Range is  $42,233 Annually depending on qualifications, with an excellent benefits package.  You can learn more about the benefits that the City of Greensboro offers by visiting https://www.greensboro-nc.gov/departments/people-culture/benefits

Work Schedule:

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 proactive 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.

Minimum 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 (spoken and written at a fluent level)
• Local government experience
• Experience working in a Utility Billing Call Center environment
• EnQuesta experience
   

Other Qualifications

 

City of Greensboro is a government organization that provides transportation, waste management, HR, information technology services.