311 Customer Service Liaison I - PT

Customer Service Liaisons serve as the primary point of contact for residents attempting to request information and/or services from city departments. Liaisons actively listen to each resident’s concern while navigating multiple software solutions to create comprehensive customer resolutions. It is the liaison’s responsibility to ensure each resident-contact experience is characterized by confident responses, clear communication, professional demeanor, and accurate documentation.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements list below are representative of the knowledge, education, skills and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Performs excellent customer service functions by telephone, Internet, e-mail, and social media
• Receives and processes all non-emergency calls for city services and information.
• Provides project management support to the Director of Customer Service and Success and general support to the other Customer Service Liaisons with their assigned projects.
• Categorizes and codes complaints for data entry purposes and to monitor resolution.
• Works with a variety of software systems, and updates city systems with current information as received (i.e. Dynamics, Enquesta, Routeware.).
• Performs data entry functions by keying data into computer system; enters, retrieves, reviews or modifies data in computer database; verifies accuracy of entered data and makes corrections.
• Provides information and assistance related to City services/activities, procedures, documentation, or other issues; responds to questions, complaints, or requests for service; analyzes data to determine proper response to inquiries.
• Research requests, problems, and complaints and initiates appropriate action; generates work orders to resolve service issues; locates and contacts appropriate personnel in other City divisions/departments for information or assistance with problem resolution; refers problems to other departments/individuals as appropriate.
• Assists with keeping the 311 website current.
• Assists Director of Customer Service and Success with administrative reporting duties as needed.
• Assists with mentoring new hires.
• Attends and assists with continual employee training programs as required; possible.
• Keyboarding skills at a rate of forty-five words per minute accurately a plus.

• Performs general/clerical tasks, which may include making copies, sending/receiving faxes, filing documentation, or processing incoming/outgoing mail. Assist other employees or departments as needed. Performs other related duties as required.

SUPERVISION EXERCISED:

N/A

KNOWLEDGE/ABILITY:

• Outstanding customer service skills.
• Extensive knowledge of services and functions of Civil City and City Utility departments.
• Knowledge of proper procedure for receipt of calls and dispatch of information.
• Must have good facilitation and consulting skills.
• Ability to focus on problem-resolution in a professional manner.
• Ability to motivate others and maintain a positive working environment.
• Ability to stimulate others in developing new ideas to meet changing needs.
• Outstanding verbal and written communication skills.
• Outstanding interpersonal skills.
• Organizational skills, good technology skills, and the ability to work with others.
• Capacity to work with a variety of City software systems, web browsers, and social media tools to assist constituents with their service request needs.
• Ability to speak Spanish a plus but not required.

EDUCATION / QUALIFICATIONS:

Associate degree in business administration, communication, public administration or related field and/or considerable experience in Customer Service or five+ years in combination of relevant education, training, or experience.

CERTIFICATES, LICENSES, REGISTRATIONS:

N/A

EQUIPMENT:

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; talk and hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision, peripheral vision, and the ability to adjust focus. Tasks may involve extended periods at a keyboard or workstation.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Work is performed in an office setting at moderate temperatures. The noise level in the work environment is usually moderately low.

UNION AFFILIATION:

N/A

REQUIRED:

Pre-employment drug test

Background screening

DISCLAIMER:

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. The City of South Bend is an at-will employer.

Essential Duty: Uphold Core Values

All employees of the City of South Bend are expected to uphold and actively demonstrate the City's Core Values in their daily work, which are summarized below:

• Excellence – Deliver high-quality service and strive for continuous improvement.
• Accountability – Take ownership of responsibilities and outcomes.
• Innovation – Seek creative solutions and embrace new ideas.
• Inclusion – Promote a respectful, equitable, and welcoming environment.
• Empowerment – Support and encourage others to grow and succeed.

This duty is fundamental to fostering a positive workplace culture and delivering exceptional public service. These values shape our culture, inform our decisions, and inspire our work every day.