Position Purpose
Welcome to the City of Dallas!
The City of Dallas is one of the largest employers in the DFW Metroplex.
We offer growth opportunities and a chance to make a difference in our community.
What do we offer?
A competitive salary, five-year vested pension plan, great benefits package that includes health, vision and dental insurance, pet insurance, tuition reimbursement, qualifying childcare assistance, paid time off and more.
Join our diverse workforce and help us in providing excellent service to the residents of Dallas while building a rewarding career.
The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications.
The Customer Service Agent II provides senior level non-emergency communication and response to citizens requesting city services. Handles escalations and ensures efficient dispatching where appropriate.
Essential Functions
1 Receives and responds to escalated non-emergency calls from citizens; provides direction and leadership, generates appropriate service requests, and handles the dispatching of appropriate crews and equipment; operates a multi channel radio to send and receive information to and from field techs.
2 Tracks, documents, and monitors customer interactions; explains and interprets City policies and procedures, addresses service requests and concerns, and ensures customer service agents are handling service requests with adherence to policy and procedural standards.
3 Provides follow up to citizen requests; ensures field techs have been dispatched and situations have been resolved in a timely and effective manner; addresses utility concerns, neighborhood or City inquiries, or other non-emergency concerns.
4 Receives, prioritizes, and dispatches non-emergency service requests to City field staff; interacts and engages with different levels of management to resolve or report an issue; alerts units of emergency situations.
5 Oversees and provides senior level leadership for documentation and reporting the code of incidents; inputs and transmits call information entering incident data in computer to ensure documentation of incident and transmittal to dispatcher for prompt response.
6 Thoroughly interviews callers to obtain all necessary information to ensure a prompt appropriate response to particular situation and document an accurate and complete report of the incident, situation, or service request; handles customer escalations and assists customer service agents in challenging situations.
7 Handles complex or unusual customer problems and questions to resolve the issue and respond to customer needs.
8 Dispatches and processes non-emergency type of city service requests or concerns from citizens in areas such as requests for water turn-on's, or calls involving flooding conditions, signal outage, potholes, water meter being out, junk motor vehicle removal, apartment complaint, etc. to ensure quality customer service is provided.
9 Maintains numerous record logs for time, identification, and type of service provided.
10 Performs any and all other work as needed or assigned.
Minimum Qualifications
Education
High School Diploma, (or) GED (Required)
AND
Experience
Three (3) years of experience in customer service, call center, administration, or dispatching service requests. (Required)
Supplemental Information
Knowledge, Skills, and Abilities
1 Knowledge of City services and programs.
2 Knowledge of telephone etiquette and procedures.
3 Knowledge of City layout, streets, highways, and general directions.
4 Knowledge of policies and procedures of non-emergency situations.
5 Knowledge of customer service policies, procedures, and guidelines.
6 Ability to handle large call volume, identify resources, and provide the correct responses.
7 Ability to dispatch non-emergency calls to address situations.
8 Ability to appliy policies and procedures quickly and effectively.
9 Ability to receive and handle complaints, requests, and information.
10 Ability to perform data entry and work processing.
11 Ability to assist customer service agents and handle challening or complex customer service situations.
12 Communicating effectively verbally and in writing.
13 Establishing and maintaining effective working relationships.
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